Customer Support Services brochure

Customer Support Services www.zwick.co.uk

Why Zwick/Roell Service and Support?Complete Peace of MindPost-sales support and service is a vital and long term consideration when investing in capitalequipment for your laboratory. Zwick/Roell provides you with complete peace of mind for all aspectsof your equipment care including: Installation  Application and software support Calibration  Re-allocation help Warranty repair  Upgrades Preventative maintenance  Training Emergency intervention services  Repairs and partsCommitted to Service and SupportWhen you call Zwick/Roell, you will always reach one of our staff members directly. We believe inpersonal contact. Zwick offices have unique direct access lines for sales and service.Our commitment is to “Best in Class” test equipment as well as “Best for our Customers” services, inorder to support you and your equipment throughout itsworking life.

Training According to Your NeedsZwick/Roell Customer Training Services assist users of all our products to quickly become expertswith test equipment operation and application software.We provide courses ranging in content from initial familiarization instruction provided by theinstalling engineer through user maintenance, basic and enhanced software operation to advancedapplications training covering the entire life cycle of the equipment.Zwick/Roell offers scheduled courses on its premises, as well as, on-site training at the customer’svenue. The training focusses on the client’s specific needs and levels of expertise. Students willreceive a certificate for each training session attended.For more information please contact the Zwick/Roell Customer Support Department.Maintenance SolutionsMaximise your Zwick/Roell equipment’s productivity longevity and uptime, while at the same timereducing your total cost of ownershipZwick/Roell’s preventative maintenance and intervention services are always conducted by factorytrained and certified engineers. Zwick offers a range of maintenance and repair solutions designed tomeet every customer’s requirements and expectations: whereas many clients choose serviceagreements providing responsive maintenance and repair while ensuring easier budgeting, othersprefer to carry out front-line trouble shooting and maintenance tasks on their own, only calling forservice on demand.

Service Agreement OptionsPreventative Maintenance performed by factory trained Zwick/Roell Field Service Engineers is key toreliable system operation. Whether you work in a highly regulated or non-regulated laboratory, ourService Administration personnel are trained to schedule Planned Maintenance and Interventionvisits at your convenience, meeting your specific demands. Zwick/Roell offers a range of “best fit”Service Agreement options as well as support for your individual requirements.  Full machine total system analysis carried out. This includes Health & Safety, Mechanical, Electrical and Electronic, and software checks. This is an in-depth service. All parts of the system are subject yo detailed analysis including load frame, drive system, grips, extensometry and ancillary equipment.  From our many years of experience we carry out in-field modifications to minimise component failures, minimise downtime and advise on system upgrades.  Lower prices for callouts – because we know the machine status – especially regarding in- field modifications. So it is easier for us to maintain the system.  Free access to the hardware and software hotline. Service includes telephone or email support to endeavour to solve problems without having to make a visit to your site (saving you a callout charge)  Lower prices for service-exchange components  Lower prices for spare parts and accessories  Lower prices for software upgrades  Cost of training courses reduced by 10%  Free of charge assistance with application and operational advice. Complete applications can even be set up via email for a small charge i.e. software parameters, scripts etc.  Priority response to call outs  Automatic reminder system for calibration work. Our database helps us to inform you of the next calibration well in advance so that your laboratory workloads can be organised accordingly.  All our engineers are highly qualified and have completed the extensive Zwick training schedule.  Calibration will be performed to the latest UKAS standards.  Calibration not verification. All machines can be correctly calibrated to meet the highest grades within the Standard. Not just any grade – the highest grade. The software forms part of the calibrated system if the PC is used for providing test results.

Zwick/Roell Equipment Calibration  Take advantage of our many years of experience in the field of calibration.  Zwick/Roell calibration laboratory has been accredited by UKAS since 1988.  The UKAS calibration certificates we issue are proof of measurement traceability to national and international standards as required by ISO/IEC 17025:2005.Accredited measurands:  Force: calibration of force measurement system in the tensile direction from 0.02 N to 3,000kN and in the compression direction from 0.02 N to 5,000kN.  Length: calibration of change of length measurement device in tensile and/or compression direction from 0 – 1,500 mm.  Hardness: direct calibration of hardness testing machines plus indirect calibration using hardness reference blocks.  Mechanical work: direct calibration of pendulum impact testers from 0.2 to 750 joules plus indirect calibration using reference test pieces.Additional measurands:  Dynamic force: calibration of the dynamic force on Vibrophores.  Torque: calibration of torque from 2 Nm to 2,000 Nm.  Angle: calibration of the rotary encoder from 0° to 360° on torsion testing machines.  Alignment check: alignment check to ASTM E 1012 for materials testing machines with an applied specimen.  Melt mass flow rate MFR/melt volume flow rate MVR: calibration of extrusion plastometers for melt mass flow rate MFR and melt volume flow rate MVR.  Vicat/HDT: calibration of Vicat/HDT heat deflection test instruments with oil-bath or indirect contact heating.  Temperature conditioning device: calibration of temperature up to 350°C in the centre of temperature –chamber test-chamber.  High temperature: calibration of high-temperature furnace thermo-elements up to 1200°C.

Installation ServicesInstallation of larger and more complex testing systems – whether new, relocated or upgraded – willoften require support for site preparation, physical installation, training and traceable verification atyour site.We have designed a full range of installation and system start up services to address these needs.Physical installation, verification and training services are often included when you purchase aZwick/Roell system to assure successful handover to your staff. Additional services are available toaddress unique installation and start up needs.Beginning with the configuration of your Zwick system, your sales engineer will work with you todiscuss installation site requirements, site preparation, physical installation, calibration requirementsand necessary staff training.Site Preparation Guidance and Services:  Guidance on foundations/flooring  Suitability of benches and electrical/pneumatic supply requirements  Access assessment if the equipment is being placed a distance from the delivery point.For larger servohydraulic-operated testing systems requiring hydraulic supplies with specialisedcooling requirements we can provide hydraulic pipe-work services and guidance on best practices tominimise environmental and energy impact.  Support services and documentation to address DQ/IQ/OQ process requirements.  Guidance for the off-loading and movement of equipment  Unpacking, positioning and levelling guidance and services  Services connections supportWe will work with your site facilities staff to connect the testing equipment to required services thatmay include electrical, pneumatic, hydraulic and cooling water services for larger testing systems.  Fitting and installation of accessories  Calibration

CommissioningOur service technicians guarantee smooth, successfulcommissioning within shortest time after delivery.Preliminary acceptance:  You have the opportunity to carry out a pre-delivery inspection at our premises and familiarise yourself with your new testing machine.  Verify scope of delivery before dispatch.  Check out the functions of your machine and familiarise yourself with its operation.Transport:  As part of the commissioning process we can supervise the entire transport operation for you or carry out internal transport to the installation site.Installation:  Our service technicians participate in a continuous re-training program to ensure optimum installation of your testing system or accessory.  We possess many years of experience gained from thousands of successful installations.  Function-testing before acceptance ensures trouble free installation.  Handover of the testing systems and accessories is via a signed acceptance certificate.Instruction:  Our service technicians provide step by step instruction on hardware and software functions, with particular emphasis on safety related topics.  Instruction is performed systematically, using checklists to ensure all relevant points are covered.  The content of the instruction is tailored individually to existing skills/level of knowledge.  Use is made of real examples from your area of activity.  The results from these examples can be saved for later use.

Software supportSoftware customisation:  Our software engineers provide fast, competent and professional programming in accordance with your requirements.  Your testing requirements are defined in close collaboration with you and then implemented.  Depending on the amount of work involved, you will receive the finished test program plus documentation of the functions implemented within a few working days.  Our software engineers possess extensive specialist knowledge and many years’ experience in the field of materials testing.Free software trial:  New or modified testing requirements often necessitate new software modules. Temporary activation allowed you to try them out simple and conveniently.  Before buying you can familiarise yourself with the functions of the new test programs.  Activation is via an activation code with is made available to you in electronic form – no on- site installation by a service technician is required.Software maintenance:  Regular updates allow you to benefit from the continuous development of testXpert.Software training courses:  We provide comprehensive training on all aspects of our testing software.

Upgrade to extend the life of your testing machine Upgrading your system to utilise up-to-date technologies can enable you to increase productivity, reduce overhead and improve the reliability of test results. Upgrades and system improvements can provide new functionality and features not previously available to the machine user, while still retaining the basic system and minimising costs. Upgrading your machine allows you to retain your existing loadframe, specimen grips and load cells, while replacing the older components and software. The endresult is a totally revitalised testing system at a fraction of the cost of new testing equipment.The upgrade of your equipment carried out by Zwick Roell qualified engineers together with theappropriate services – including calibration, preventative maintenance, software updates, systemset-up and associated training – will ensure a successful start-up of your updated materials testingsystem. We also offer support services and documentation to support DQ/IQ/OQ processrequirements when upgrading equipment.Machine relocation serviceWe can manage the whole process, from dismantling through transport to re-commissioning andcalibration of your materials testing machine – regardless of manufacture.  Detailed consultation and on-site assessment beforehand ensures trouble-free machine relocation.  If sub-contractors are required, we will take care of the whole process and co-ordinate dates and times.  We will be pleased to replace worn machine components as necessary and perform equipment modernisation or retrofitting in the course of the relocation as agreed.

Technical SupportOur support team is in place to help you realise the value in your Zwick Roell testing system.As your requirements change and as hardware and software enhancements are introduced, ourtechnical support team are available to provide helpful and friendly guidance.Phone or e-mail for assistance to help us diagnose if there is a system failure or defect requiringrepair or software updates. With your permission, our technical support engineers are often able totroubleshoot your system remotely utilising industry approved, secure online diagnostic software tominimise down-time and quickly determine the most appropriate remedial actions.We are also available to provide advice on system operation and specific testing applications to assistyou achieve optimum system performance.ContactTo discuss you support service requirements, please contact; [email protected] or call: +44 (0)1568 613516 for prompt assistance.Zwick Testing Machines LimitedSouthern AvenueLeominsterHerefordshireHR6 0QHwww.zwick.co.uk