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Press

TECHNICAL SERVICE STANDARD RATES SCHEDULE

May 01, 2008

TECHNICAL SERVICE STANDARD RATES SCHEDULE

Contact Diamond Liners' office to schedule any repair work, warranty service and new equipment start-up, for in field-service request. Payment for any in-field service is due upon completion. Parts consumed while in the field will be identified and a bill presented for payment. Parts ordered will be invoiced and the invoice will be due at the time the parts are ordered. Any parts deemed to be a warranty issue will be submitted to Graco, and if approved by Graco, a credit will be issued and a refund made to the customer. Parts submitted for warranty must be available for return to Graco for evaluation if requested by Graco or warranty claim will be voided.

RATE SCHEDULE
Charges for technical service in North America are made in accordance with the rates shown below. Charges include scheduled portal-to-portal travel time for our technician, as well as time on the job site. Waiting time due to weather, traffic delays, or other unscheduled delays will not be charged.

Overtime shall be approved by the customer and documented in the service report.

Technical Service or Training at customer facilities or Diamond Liners facilities:
Hourly Service Rates (including travel time): $100.00 per hour or $800.00 per 8 hour day.
Whichever is less (4 hour minimum)

Overtime, Weekends, & Holidays*: $150.00 per hour

Travel Expenses: See below

 

Additional Charges
All travel and expenses incurred, such as hotel accommodations, air fare, bus fare, car rental, personal auto mileage, taxes, parking, freight for special tools, and other miscellaneous charges shall be billed at cost plus 10%, following completion of the services rendered.

 

Service Time Reports
At the completion of a service call, the technician will report their service time and the work accomplished. The report will be confirmed and signed by an authorized individual of your company.

Safety
The safety of our technician can be significantly impacted by mental and physical exhaustion. To avoid conditions of exhaustion and the possible consequences, work hours for our technician shall not exceed 12 cumulative hours in any 24 hour period, or more than 30 cumulative hours in any 72 hour period. This accumulation of work hours includes portal-to-portal travel time (travel, meal, wait and other idle time) while en-route to the job site, as well as time on the job site.

New Machine Installation and/or Start-up
For the initial start-up of equipment sold by Diamond Liners, the fee, the duration, the services to be performed and the responsibilities of the technician are specified in the quotation. Additional time spent on the job beyond the specified period shall be billed at the Rate Schedule below.

A minimum of fifteen days advance notice is normally required to schedule an installation date. If the fifteen day requirement cannot be met, we will put forth every effort to accommodate your needs, however, it may result in a higher installation fee due to increased travel costs.


Technical Service and Instruction Rates
The purpose of our technician’s presence is to provide set-up, instruction, and/or service on our equipment. The technician is not an application advisor. Diamond Liners shall assume no responsibility whatsoever pertaining to a resulting application. Our responsibility shall end with the set-up, operation of, instruction on, and/or service of, our equipment.


Terms of Service
All service calls must be scheduled in advance and authorized by someone in management. When possible (time allowed) a quotation will be furnished and a signed copy must be received before the technician will be scheduled for the service call.

Requirements or requests such as confidentiality agreements, special work rules, nationality disclosure, etc., must be approved by Diamond Liners management, and should be submitted in writing at least 7 days prior to scheduled field service to prevent on-site delays. Presentation to our technician of agreements or documents of this nature upon arrival at your facility will result in delays starting the work, and will result in additional charges if quoted hours are exceeded.


Customer Responsibilities
The customer requesting the service of the technician for new start-up must have the following in place prior to the technician’s arrival:

1) Proper electrical for all associated equipment
2) Sufficient air supply for equipment
3) Be in compliance with city ordinances on containment of over-spray
4) Have fresh air breathing equipment operational
5) Chemicals to process through equipment
6) Associated supplies used in the application process
7) Protective equipment – gloves, spray suite, safety glassed, dust mask