Manter has set itself the goal of taking service for our customers machines to a higher level. That is why we started setting up a so-called Service Level Agreement (SLA). The aim is to improve the service level so that the customer can achieve a lower susceptibility to failure of machines through accurate action. The intended result is higher productivity and machines that will last even longer.
What is a SLA?
A service-level agreement (SLA) is an agreement between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.
The intention is to offer a SLA for new projects. If this is positively received by our customers, the SLA system will also be rolled out for existing machines. Matters that must be taken into account for such an organization include the location of the machines, travel times, age of the machines, availability of parts and software.
We will first launch this initiative in the Netherlands on January 1, 2024. Afterward, we will conduct an evaluation, and based on the results and in consultation with our network of dealers, we will proceed with a broader rollout.