/ 229 Service Level Agreements Service level agreements between AVL and our customers define the content and the level of services in view of specific objectives. The agreed services are easily accessible and their performance can be monitored by means of measurement indicators, showing objectives are achieved. This makes planning easy and reduces costs. The focus of the agreements is on the support by the AVL CAREline™. CARE customers have clearly assigned contact persons with guaranteed expertise and defined response times, resulting in quick solutions in case of problems. SOFTWARE CARE Software-related service level agreements typically include software maintenance and software subscription, guaranteeing access to the latest software and functionality. Upon customer request, the agree- ment also includes installation services as well as the required services for performing software upgrades. HARDWARE CARE Hardware-focused service level agreements contain the maintenance and repair of measurement devices and testbeds as well as customer-specific spare parts solutions and include factory repairs. Service level agreements ensure high technical availability of the systems, best measurement result quality as well as continual and professional support of the installed testing equipment. Scalable commercial frame conditions (ranging from delivery related billing to all-inclusive solutions encompassing also unplannable service visits and spare parts needs) provide a high degree of flexibility in designing the service level agreements. BENEFITS AT A GLANCE • Using competitive software and measurement devices in an efficient manner by means of quick and solution-oriented support by product experts (AVL CAREline™) • Ensuring test operation with uniform software levels that is optimized for the application • Safeguarding the value of hardware and software through regular maintenance work • Reducing ongoing operating costs through services that can be planned, the use of product experts and high- volume scaling effects Benefit from more time for your core competence.
Solutions Katalog 2015_E
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