ID 442426.04 292WE KEEP THINGS MOVING
Communication
14
Manual SD6
apply. If no such immediate notice is given, the service shall be regarded
as having been approved, except in cases of non-recognizable faults.
Should such a fault be discovered later, notice of the fault must be given
immediately on discovery of this fault, otherwise the service shall be
regarded as having been approved also with regard to this fault. If the
supplier has fraudulently concealed the fault, the supplier may not claim a
failure to notify or delayed notification of the fault by the Customer.
7. Customer Hotline
7.1. The supplier shall provide a 24 h customer hotline for the Customer.
The supplier receives fault reports and orders via this hotline and
passes them on to the responsible service technicians. The hotline
serves furthermore to support the Customer through telephone
advice on remedying faults, avoiding faults and working around
faults. A fault elimination guarantee and reaction or recovery times
are neither assured nor owed.
7.2. Further maintenance and support services (e.g. on site) shall only be
provided on the basis of a separate order and shall be invoiced
according to time on the basis of the supplier price list valid at the
time of the placement of the order.
8. Remote maintenance
8.1. If the Customer places an order with STÖBER ANTRIEBSTECHNIK
for the remote maintenance of the drive controller, a date for the
maintenance will be agreed with the Customer. The remote access is
effected via an Internet connection set up by the Customer in
accordance with the SD6 manual of the remote access server. For
this the Customer must inform the supplier of the serial number of the
drive controller or, if the session ID method is selected, the
corresponding temporarily valid session ID by telephone and then
also validate the number to the remote access server.
8.2. Before the maintenance process, the Customer must ensure the
safety of persons and equipment by clearing and cordoning off the
whole turning and slewing circle or danger zone of the machine axes
controlled by the drive controller. The maintenance and the safety
precautions must be carried out and monitored on the Customer's
side by a technician familiar with and trained in the operation of the
drive controller, in particular with the SD6 manual and these
maintenance terms. The supplier assumes no liability for any
damage resulting from the failure to observe these safety
precautions.
8.3. The maintenance process will be started by the supplier only when
after establishing the remote access, a telephone connection to the
Customer exists and adequate safety precautions are verified by the
Customer. After the corresponding notification, the telephone
conversation will be recorded by the supplier. The technician must
state his first name and family name, and verify the establishment
and maintaining of the personal and equipment safety.
8.4. The telephone conversation will be stored by the supplier for
documentation purposes. The recording will not be used by third
parties. The Customer must therefore obtain the consent of his
employee for the recording and storage.
8.5. Before the end of the maintenance process, the Customer must first
deactivate the remote maintenance and establish the safety of the
machine by means of a test run. Only after a succcessful test run is
the maintenance process concluded so that the Customer can then
allow access to the danger zone of the machine again.
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