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Customer Support
Next generation devices demand faster ramp-ups and higher yields to achieve the highest possible ROI. Orbotech partners with its customers to tackle the most challenging yield issues. We remain committed to continue to develop and implement solutions to increase yield, speed ramp-up and support all technical issues in the fastest and most professional way. All this - ensures maximize FAB effectiveness.
 
Orbotech offers a diverse, yet comprehensive range of services geared specifically for the needs of Flat Panel Display (FPD) manufacturers.  A line-up of global experts is on hand to ensure that you get the most from your systems while minimizing any potential down-time.
 
GLOBAL SERVICES
 
Orbotech offers a diverse, yet comprehensive range of services geared specifically for the needs of Flat Panel Display (FPD) manufacturers. Our Customer Support teams realize meeting your challenges is critical to success. A line-up of global experts is on hand to address any issue that may arise and requires a quick resolution - to ensure that you get the most from your Orbotech's products, while minimizing any potential down-time.
Professional System Optimization Services
Our Professional System Optimization Services help customers maximize the performance of their systems. Field specialists constantly monitor and assess changes in the market. Orbotech’s R&D organization translates these recommendations into solutions that are integrated into our new and existing systems.
 
Available service packages for ensuring the highest functionality and reliability include:
  • Ecology packages
  • Security packages
  • Long life packages
  • Upgrade packages
Response Center
First-rate support is only a phone call away. Orbotech experts will answer your questions and solve problems fast.
 
Many service calls are closed over the phone. If a site visit is required, the Response Center experts will make sure that the local engineer arrives at your facility with a pre-determined problem analysis and any spare parts that are required. 
 
On-Site Service
Local Orbotech engineers attend to all aspects of system performance on-site at your facility. This includes installations, preventive maintenance, hardware or software issues, as well as applications support.
 
Customer Training
Professional training for engineers and managers is offered through the Orbotech FPD Academy at our local facilities or your site. Initial training of your team is an integral part of each new system installation. Additional advanced courses are also available. All Orbotech instructors are fully knowledgeable and have field experience to help you maximize your equipment know-how. 
 
Audits and Consulting
Full FAB process and technical audits as well as consulting services are available to help you get the most from your Orbotech solution, including methodical assessment of your equipment and operation to help fine-tune performance.
 
Software and ECOs
A unique ECO (Engineering Change Order) methodology is applied to ensure the highest quality solutions and smoothest deployment.  New software version releases are provided on all current generation products to customers with a service contract.
 
Logistic HUBs
Localized HUBs interconnected to the Orbotech Global Logistical control program provide you with fast access to high usage and critical paths.
 
Technical Management
Our staff of technical experts analyzes system performance in production, including tracking up-time percentages, reliability figures, parts consumption and more.  This team is a critical liaison between our R&D groups and customers for enhancing our current products and developing the next generation of products.

 

SERVICE PLANS
 
Meeting industry demands and maximizing the availability of our systems requires fast response and a constant high level of professional support. Orbotech service packages offer a wide range of technical & logistical support. Designed for flexibility and immediate response, our support programs are fast, comprehensive and cost effective.

PM (Preventive Maintenance) Service

The PM Service package provides customers with coverage for making sure their equipment is maintained according to Orbotech standards and procedures. The service is initiated with a full FAB audit to build the correct status picture and to allow for optimal service and results following the PM.

Customers will need to purchase the PM Service in advance in order to secure the time and material for such a service. Charges for the PM Service are according to the Orbotech service price list.

The PM Service Package includes:
  • Free auditing, one month prior to the PM service
  • 9x5 (9 hours, 5 days a week) during business days
  • Total of one PM per year or as otherwise stated in the service purchase order
  • Parts need to be purchased separately
  • Additional services and charges

ITEM

CHARGE

Labor

Per Hour

Parts

Per Use

Training

Per Use

Application

Per Use

Software Customization

Per installation

Software Upgrade

Per installation

Silver Support Package

The Silver Package is Orbotech’s standard support plan.

It provides customers with Orbotech certified engineer coverage for all technical issues throughout the year. The package consist of a 9x5 labor support (9 hours daily, 5 days a week) during business days (Monday to Friday) and according to customers local time zone. Customers will receive maximum next day response center support (according to the above coverage hours)

The Silver Package includes:

  • 9x5 (9 hours, 5 days a week) during business days
  • Next day response
  • Telephone support

Additional services and charges

ITEM

CHARGE

Labor

Included

Parts

Per Use

PM (Preventive Maintenance)

Per Use

Training

Per Use

Application

Per Use

Software Customization

Per installation

Software Upgrade

Per installation

EYES-2020 Support

Per Use

Gold Support Package

The Gold Package is Orbotech’s upgraded support plan.

In addition to unlimited Orbotech engineer coverage, it provides customers with a maximum 4 hour response time for all technical issues throughout the year. Customers who join this package will receive a free yearly audit and PM, an application support session for system fine-tuning and an Orbotech FPD Academy operator training session of their choice.
 
The package consists of a 9x5 labor support (9 hours daily, 5 days a week) during business days (Monday to Friday) according to customer’s local time zone and excluding local holidays

The Gold Package includes:

  • 9x5 (9 hours, 5 days a week) during business days
  • 4 hour response time
  • Telephone support
  • 1 PM a year
  • 1 application support session a year (for system fine-tuning)
  • 1 operational training session a year

Additional services and charges

ITEM

CHARGE

Labor

Included

Parts

Per Use

PM (Preventive Maintenance)

1 per year

Training

Per Use

Application

1 per year

Software Customization

Per installation

Software Upgrade

Per installation

EYES-2020 Support

Per Use

Platinum Support Package

The Platinum Package is Orbotech’s premium support plan. It provides unlimited around-the-clock support 24/7 as well as a maximum 4 hour response time.

Customers who have this package will be entered into our logistics planning program and will benefit from critical and top parts usage that will be stocked close to FAB locations allowing for fast spare parts delivery.

In addition, platinum customers will receive:
  • Two free yearly audits and PMs
  • A free SW upgrade
  • Two application support sessions for system fine tuning
  • Two Orbotech FPD Academy training sessions of their choice
  • EYES-2020 support

:The Platinum Package includes

  • 24/7 support - full around-the-clock (24 hours, 7 days a week) availability of maintenance services
  • 4 hours response
  • One free software upgrade
  • Telephone support
  • Two PMs per year
  • Two application support sessions per year (for system fine-tuning)
  • Two operational training sessions per year
  • Critical parts list (consumable parts not included)
  • EYES-2020 service

Additional services and charges

ITEM

CHARGE

Labor

Included

Parts

Included

PM (Preventive Maintenance)

2 Per year

Training

2 Per year

Application

2 Per year

Software Customization

Per installation

Software Upgrade

1 Per year

EYES-2020 Support

Included


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