金牌服务合同---7X24小时-称重设备售后服务.doc

金牌服务合同方案x制药有限公司x金牌服务合同x(常州)称重设备系统有限公司日期：2019-07-301 金牌服务合同1.1 签约双方甲方：x制药有限公司 x制药有限公司x制药有限公司x制药有限公司乙方：x（常州）称重设备系统有限公司金牌服务合同方案第 17页 ，共17页 设备主管 Measure Supervisor财务经理Finance manager甲方： 乙方 服务销售Sales rep 甲方：x制药有限公司乙方：x（常州）称重设备系统有限公司（单位盖章）（单位盖章）法定代表人或授权代表签字：法定代表人或授权代表签字：1.2 目录1金牌服务合同1.1签约双方1.2目录1.3术语和简写1.4服务合同简介2金牌服务合同方案2.1设备清单(iObject List)2.2服务合同条款2.3服务合同内容2.4双方联系方式附件 1-金牌服务合同通用条款附件 2 - 服务标准条款与条件附件 3 - 现场服务报告附件 4 - 现场维护保养报告1.3 术语和简写术语/简写解释MTCNMettler-Toledo（Chang Zhou）Scale & System Ltdxx（常州）称重设备有限公司TianJin SmithKline and Frenchx制药有限公司x制药有限公司1.4 服务合同简介x提供：每一台设备由于使用环境不同，所以提出了需要不同的方案来解决的要求。每一台设备的运作情况对您的业务目标的影响程度不同，可从不同的方案来衡量，比如：质量成本、停机时间带来的损失、设备精度引起的成本等等。所以最适当的方法是选择一个合理的服务方案，根据设备正常运作的重要程度，确定哪一种服务解决方案最适合您的需求，从而帮助您的业务成长，使您的生产力和竞争力得到持续的提高和加强。 ü 基于帮助客户达成自身业务目标为导向的服务解决方案。ü 为您的公司规划恰当的解决方案。合同内容ABB+E定期清理/维护/保养/检修×各类维修免人工/路途费用×各类维修免备件/器件费用××必要时校准设备设备档案备注： 合 同 包 含 内 容 × 合 同 不 含 内 容 合 同 可 选 内 容2 金牌服务合同方案2.1 设备清单(iObject List)2.1.1 设备描述Description of EquipmentBriefly describe the equipment that is being qualified.设备名称序列号用户地址2.2 服务合同条款2.2.1 服务合同的开始与有效期限 Begining and period of the service contract2.2.1.1 本期服务合同期限为x-01-01起至x-12-31止The coverage period of the service contract is from Error! Reference source not found. to Error! Reference source not found.2.2.2 发票的开具 Invoice and VAT卖方应按买方的合理要求，向买方开具发票。Seller issues invoice(s) to the Buyer placing order(s) per the clients reasonable instructions.2.2.3 付款条件condition of payment付款条件，请在以下条件中进行选择¨ 合同签订之日起，在收到发票后30天内费用结清，Payment: Full payment after receiving invoice within 30 days at sign service contract. ¨ 服务合同周期(一年)第一个月付合同金额的50%，第七个月付合同金额的50%50% invoice amount at the first month, balance before seventh month¨ 服务合同周期(一年)第一个月付合同金额的25%，第四个月付合同金额的25%，第七个月付合同金额的25%，余款25%第十二个月付清25% invoice amount at the first month, 25% before fourthly month, 25% before seventh month, balance before twelfth month¨ 服务合同周期(一年)第一个月付合同金额的90%，余款10%服务周期最后一个月内付清90% invoice amount at the first month, balance before the last month.2.2.4 服务备件 Spare Parts2.2.4.1 维护期限内：MTCN按照出厂价的9折优惠供应Within a term of maintenance: MTCN will offer 10% discount based on factory price.2.2.4.2 维护期限内，MTCN在现场设立汽车衡的常规备件仓库Within a term of maintenance: MTCN will be establish spare parts store for truck scale in customer factory.2.2.5 服务响应（SLA）2.2.5.1 日常服务工作时间响应8:00-17:00，周一至周五Normal office working hours response: 8:00-17:00, Monday to Friday 2.2.5.2 非日常工作时间响应支持：双方应该先根据条款2.2.5.3进行响应，如不能奏效，则提供上门服务，并承诺24小时之内解决问题，保证用户现场设备的不间断运行。所谓24小时即从第二天08:00am开始。The daily work time response support: the two sides should first according to the terms 2.2.5.3 respond, if cannot work, is to provide on-site service, and promised to solve the problem within 24 hours, uninterrupted operation of the equipment to ensure the user's site. The so-called 24 hours start from 08:00 am the next day.2.2.5.3 乙方位于常州的MTCN电话支持中心的资深服务工程师/调度为甲方提供7X24小时的电话响应，识别问题并提供最优化的解决方案。并通过信函，传真，电子邮件和互联网的方式进行沟通，从而快速帮助甲方在第一时间解决常见的操作故障，服务对象仅限于x培训过的甲方专职系统维护人员An experienced support specialist who is located in the Changzhou will support 7X24 via call and will promptly identify the problem and provide a plan of action that ensures the optimal solution. And through the way as below: letter, fax, e-mail, and the Internet, and help customer quickly solve common operational device failure in the first time. The target is only for Metter-Toledo trained personal.2.2.5.4 7X24热线电话响应范围：移动电话号码1个，固定电话号码1个，具体联系方式请参见表2.47X24 hotline response limits: one mobile phone number, one line telephone. Please see the table 2.4.2.2.5.5 由甲方的设备维护人员实施日常的维护及配合MTCN的检修工作Customer equipment maintenance staff implementation routine maintenance and coordinate on-site work with MTCN. 2.2.5.6 计划内的定期维护保养，按照维护计划，双方协商确认具体维护时间Planned periodic maintenance, according to weighing maintenance plan, fixed date for maintenance is confirmed by both sides2.2.5.7 计划外的单次维修服务，在响应，接到报修电话后内到达现场，人工费免费The unscheduled repair will progress from , any service call made the response time will be ，The service fee is free.2.2.5.8 周六和周日的维修服务，按照1650元/天，另外收取人工费用The above on-site service except Saturday and Sunday, if need service, each service call shall be charge at RMB1650 per day2.2.5.9 法定节假日不列入现场服务时间范围内（含：元月一日、五月一日、十月一日十月三日、年初一年初三、清明节、端午节、中秋节），如确需维修，按照RMB 3000元/天，另外收取人工费用The above on-site service except New Year's、labor day、National Day and Chinese New Year、Tomb-sweeping Day、dragon boat festival、Mid-autumn festival. If need service, each service call shall be charge at RMB per day2.2.5.10 预防性的维护保养范围 preventative maintenance, 详细的报告格式详见附件4a) 4次汽车衡的定期维护 Four times maintenance for truck scaleb) 2次汽车衡的不定期巡检 two times service inspection for truck scalec) 清洁仪器 Cleansing （paper, dust ,oil, grease etc.）d) 功能测试 Function testinge) 配合技术监督部门年度检定 Support local authority inspection f) AVS维护 AVS maintenanceg) 预防性维修 Service preventh) 免费培训 Operator trainingI）Windows系统升级补丁不影响软件工作（正版windows XP系统，MicroSoft认证的补丁）update Windows XP service package do not bring the software to halt.2.2.5.11 MTCN为所列的每台设备准备1本衡器履历册，纪录维护保养、砝码和体积校准情况，以及其他单次修理情况。每次服务完毕由MTCN服务人员填写，x现场人员签字确认后加入衡器履历册MTCN prepare one MT special weighing apparatus record book for each listed equipment, to maintenance、dimensioners calibration and poise adjust status, as well as other times repairing status. After service, its written by MTCN service engineer; Customer operator signed off and confirmed then added into weighing apparatus record book2.3 服务合同内容2.3.1 操作培训MTCN在日常服务时，提供操作和日常维护的现场培训和考核，以保证操作人员正确的使用设备，减少人为不当使用而造成的损坏几率 MTCN service engineer on scene offer training and examine on the spot, so that to ensure customer member operate equipment correctly, reduce the probability of damaged by improper use2.3.2 服务合同维护保养内容检查保养内容检查项目会造成的影响周边环境部分维护保养秤面、秤体周边,及秤底环境检查清理，衡器排水部分检查清理修复。秤体周边杂物垃圾堆积会造成传感器正常运行故障，传感器、电缆、接线盒损坏，称量准确度的误差。机械部分维护保养衡器横向限位、纵向限位检查和调整（此部分需根据气候的变化随时调整）。衡器连接销轴的检查，判断磨损程度及是否需调整更换。衡器下压连接板平整度的检查。衡器传感器卸荷限位的检查调整。全部机械设备黄油保养。所有限位会因为运行时间的延长及天气温度的变化出现过小（会导致称重重量误差至无法称量的情况）或过大（会导致传感器磨损加剧损坏的情况）,连接销轴和下压连接板的磨损同样会造成称量误差和损坏的情况。公司会使用专用工具根据具体的情况进行调整。传感器部分维护保养传感器上下承压头运行后安装位置的变化检查和磨损情况检查，如有需要会直接进行更换以防止故障的出现。传感器接口部分的密封情况检查，公司会定期填加专用密封油。传感器内部电桥电路检查，每期维护保养会记录检查数值，公司确认数值偏差可能会出现故障前会直接进行更换。传感器连接件的磨损程度检查。传感器上下连接各部位黄油保养。传感器上下承压头及连接件的磨损会导致传感器在运行时出现转动及脱落的情况，造成传感器、电缆的损坏和衡器的运行安全问题。传感器接口密封和内部电桥电路的损坏同样会导致传感器的损坏，影响正常称重的进行。仪表部分维护保养仪表显示及键盘的检查，仪表内部各线束及全部接口的检查，仪表内部各主板、接口板、电源板的功能检查。仪表部分的故障会造成称重量无显示、重量数值飘移，数值无响应的情况，影响正常称重。接线盒及电缆部分维护保养接线盒ABS 接头密封检查，接线盒PCB 板检查，接线盒紧固及密封检查，公司会定期填加专用密封油进行保养。各传感器电缆、仪表电缆线路检查、接地阻抗检查。称重部分维护保养称重零点的回复性及稳定性检查调整，重量重复性、准确性检查保养。衡器不只需要每年定期的计量检定，还需要每个时间段定期进行检查，以保证称量准确度。维护保养时会用叉车进行角差调整，段差调整。重车重复上车测试。2.3.3 联系方式 Contact a) 双方相关岗位责任人（服务主管、销售、服务工程师）经常保持沟通联系，对于服务质量、时间响应、备件供应、 财务结算、培训等事宜提出的问题，双方及时协商处理 详见2.4 belowBoth sides the exchange of thoughts, Details please see 2.4 below2.3.4 服务合同使用的语言Languages of the service contract本报价以中英文二种语言制订，如二种文本有冲突，应当以中文本为准The service quotation shall be written and executed in both Chinese and English language versions. Any conflict between two versions, the Chinese version shall prevail2.3.5 其他MiscellaneousOther conditions will be agreed with Buyer / Buyers individually.其他条款由买方和卖方单独决定。All disputes arising out of or in connection with this Agreement shall be resolved through the Shanghai court. 合同双方在执行合同时，应友好协商，协商不成，应在合同签订地上海市徐家汇人民法院起诉。有效期： 自报价之日起60天内有效。Period of validity ：The quotation is effective for 60 days from the date of quotation2.4 双方联系方式工作职责Job 报修联系人Contact备注Remark 服务调度Service dispatcher 工业产品第一联系人系统产品第一联系人服务工程师Service Engineer第二联系人服务销售Service SalesEquipments Supervisor7X24小时支持指定电话固定电话移动电话2.5 选型和价格估算序号产品&描述数量单价（RMB）总价17X24小时服务Full Express110,000234产品总价折扣税金运费安调费总价可以使用的SSP:S39910210远程 支持 基于PC 仪表S39910212远程 支持 标准工业衡 HelpdeskS39910396远程 支持 体积测量产品 HelpdeskS39912375远程 大衡类产品 支持 HelpdeskS39912166远程 支持 OEM 称重模块 Helpdesk附件 1-金牌服务合同通用条款General Terms and Conditions Service Agreements Version No.: VER-011. 目的a) 通过签订和执行委托服务合同，确保委托方衡器设备使用的准确、可靠，延长其使用寿命，保证委托方的权益。b) 衡器的准确性和可靠性是企业质量的重要保证，是法制计量也是ISO9000的要求。 1. Purpose of the service agreementThe purpose of the Service Agreement is to enable the equipment go be regularly inspected in order to assure its accuracy and reliability and extend its useful life.Equipment accuracy and reliability are important requirements with regards to the stipulations of Good Laboratory Practice Good Manufacturing Practice and ISO90002. 适用范围a) 适用于x（常州）称重设备系统有限公司(以下简称MTCN)提供的A、B、B+及E类委托服务合同b) 适用于由MTCN向用户提供的称重设备及配套产品2. Applicability Mettler-Toledo (Chang zhou) Scale & System Ltd. (hereinafter called "MTCN") offers Service Agreements to cover After Sales Service for the full range of weighing equipment marketed and sold via MTCN directly or appointed distribution channels in CHINA. The General Terms and Conditions of Technical Customer Service are acknowledged by the customer as integral part of any Service Agreement between him and MTCN3. 合同分类定义 Type of service contracta) A类委托服务合同包含项目：w 定期维护保养w 如果在维护保养中发现有器件损坏，收取更换器件费用。w 平时设备发生故障，按照MTCN电话咨询不能排除故障时，委托方享有受托方响应维修服务的最优先级。维修人工费和器件费照常收取。a) "Performance Assurance Type A”w Regular visit inspectionw If a defect is found during the above inspection, the equipment will be repaired on the spot. The replacement parts are charged at the list price.w MTCN will commence call-out repair with best priority after customers notification if the telephone service support cant repair the malfunction. The service and replacement Parts are charge at the list priceb) B类委托服务合同包含项目：w 定期维护保养w 如果在维护保养中发现有器件损坏，收取更换器件费用。w 平时设备发生故障，按照MTCN电话咨询不能排除故障时，委托方享有受托方响应维修服务的最优先级。维修人工费免费，器件费照常收取。b) "Performance Assurance Type B”w Regular visit inspectionw If a defect is found during the above inspection, the equipment will be repaired on the spot. The replacement parts are charged at the list price.w MTCN will commence call-out repair with best priority after customers notification if the telephone service support cant repair the malfunction. The service is free and replacement Parts are charge at the list pricec) B+类委托服务合同包含项目：w 定期维护保养w 如果在维护保养中发现有器件损坏，更换器件费用免费。w 平时设备发生故障，按照MTCN电话咨询不能排除故障时，委托方享有受托方响应维修服务的最优先级。维修人工费和器件费免费。d) “Performance Assurance Type B+”w Regular visit inspectionw If a defect is found during the above inspection, the equipment will be repaired on the spot. The replacement parts are charged at the list price.w MTCN will commence call-out repair with best priority after customers notification if the telephone service support cant repair the malfunction. The service and replacement parts are all freee) E类委托服务合同包含项目：w 无定期维护保养w 平时设备发生故障，按照MTCN电话咨询不能排除故障时，委托方享有受托方响应维修服务的最优先级。维修人工费和器件费免费。e) “Performance Assurance Type E”w No regular visit inspection. w MTCN will commence call-out repair with best priority after customers notification if the telephone service support cant repair the malfunction. The service and replacement parts are all free4. 定期维护保养内容定期维护保养包含以下内容：w x服务工师按照维护保养规程对设备进行维护保养，在衡器履历册记录作业结果。w 根据检查结果对设备进行维护和调整。w 对设备周围进行直观检查。对电气、机械设备和基础的检查等。w 对可能影响衡器正常工作的部件的清洁及相关杂物的清理等。w 对设备进行功能检查，对仪表和误差等的检查等。w 如有必要，对操作人员的现场培训。w 必要时校准。w 校准后设备如需进行法制检定，由用户向当地法制计量部门申请。费用由用户承担。4 Regular visit inspectionw This Service Agreement provides for a specified number of scheduled visits per annum. The following works will be carried out :w Maintenance and function test at the equipment's w location according to the instructions in the maintenance document to Mettler Toledo.w Verification of calibration and re-calibration, if necessary.w Visual examination for damage to mechanical and electronic parts.w Removal of contamination (paper, dust ,oil, grease etc.) occurring in normal operation, if necessary.w Final inspection.w Operator training , if necessary5. 所有A、B、B+、E类服务合同内容均不包括下述项目：a) 设备的大修、升级、改装。b) 设备移址安装、调试。c) 由于设备使用不当或在不适宜的环境使用，导致设备的损坏。d) 由于疏忽、粗心等人为因素或由水灾、雷击等不可抗力引起的损坏e) 由于第三方相连设备导致的损坏。f) 非MTCN授权人员进行维修造成的损坏。5 Scope of service contract Only genuine faults ,or breakdowns, or deterioration of parts to a level detrimental to the general performance of the equipment, having occurred during normal use, are covered and the following are excluded:a) any adjustments normally made by the operator (including the replacement of parts which are normally replaced by the operator -e.g. fuses, lamps etc.) and the replacement of consumables where the replacement is not associated with normal equipment maintenance or repair (e.g. cassettes, discettes, in-use-coversb) overhaul, modification and reconditioningc) relocation and installationd) damage occuring where the equipment has been operated other than in accordance with the relevant Instruction Manual or in unsuitable environmental conditione) damage arising from negligence, carelessness, misuse, fire, water, accident and wilful defaultf) wilful damage and any damage caused by any attempt to effect repairs or maintenance or alterations other than by our authorized agentsg) influence of 3rd party equipment h) any modifications not carried out by MTCN or by our authorized agents6. 签约前检查a) 对已超出保修期的设备，MTCN在B、B+、E类委托服务合同签约前可提出预先检修，在检修中发生的维修人工费和备品备件按标准价格收取或签定合同其他条款。b) 预先检查合格或经调整、维修并确认合格后才能签订B、B+、E类委托服务合同。6 PRE-inspection MTCN reserves the right to carry out a pre-inspection prior to the signing of the Service Agreement. Such pre-inspection will be charged to the customer at current preferential rates for unscheduled service and will be waved off when a Service Agreement is signed up7. 服务时间a) A、B、B+类服务合同按合同规定次数在计划的当月由双方约定具体日期；E类合同无预定的服务次数。b) 如无特殊说明，MTCN提供的计划内、外的服务都在周一至周六8:30至17:30之间进行。7. Work timea) Except type E all the visit inspection should be done in the current month stipulated by signed agreement. b) All the work should be done from 0830hrs to17:30hrs work day (Mon. Sat.) except having other agreement or note8. 期间损失a) 委托方应接受因维护检修所需的必要停机时间损失，并提供必要的配合以保证服务及时进行。b) 受委托方将保证合格人员的服务技术和必要的工作准备以保证服务的时间和质量。8 Othersa) The downtime lose will be bone during inspection and repair by consigner.b) The service quality will be guaranteed by MTCN9. 合同有效性a) 本合同遵循中华人民共和国合同法委托合同有关条款。b) 合同纠纷双方协商解决，协商不成的提交供方所在地