Selecting Service and Support Contracts
What to compare
| Element | What to check |
|---|---|
| Response time | From call to attendance, and to fix |
| Coverage hours | Shifts, weekends and holidays |
| Parts | Included or charged separately |
| Exclusions | Consumables, misuse, software |
| Escalation | What happens if the first visit fails to fix it |
Practical advice
- Match the contract to the production pattern, not to the price list.
- Ask for the response record over the last year.
- Confirm that local engineers are available, not only remote support.
Service terms are commercial commitments. Confirm what is included in writing.