Abbess Instruments specializes in custom vacuum chamber systems as well as a high level of customized service. In addition to or instead of over the phone consultation and assistance, an on-site system audit and inspection report may be a viable level of service after product delivery. Abbess also offers a wide range of product support post delivery, such as programming help, additional training, and many more options.
Below are listed situations with possible levels of service. Because each case and customer requirement is different, the items listed below is not a complete list of services offered.
| Custom Engineering and Design | Encompassing: Product Sequence Changes, New Product Adaptation,Testing Procedure Changes, Chamber Overhaul/Maintenance
These services are charged at an hourly rate, typically defined in a quote before work is begun. The customer then agrees to issue a PO for the work to be done. Along with the PO, the customer will be asked to give Abbess a credit card number and authoization to charge the card up to the amount defined in the quotation. Work will be billed weekly against the PO as hours accrue and will be charged to the credit card. Additional labor and materials beyond the scope of support engineering shall be addressed in a separate quotation/PO. |
| Software/Programming Support | Additional help with equipment already delivered is available. This includes help with our programmed DAQ Factory systems. Abbess will work with the customer to define a scope of support, which typically includes Abbess personnel assitance in troubleshooting issues with the system where the software gives access to relevant information, and data collection interpretation.
Remote Terminal Function is required for Abbess to provide remote support via the Internet. Ths requires internet access to the Touch Screen Computer at the time service is to be performed. Internet access is not required for the normal operation of the system. Liability for Data Loss. Customer understands that there are inherent risks in providing support to computer systems which include but are not limited to data loss, data corruption, or complete loss of files or directories. Customer agrees that Abbess Instruments will not be held liable for damages in the case of data loss. These services are charged at an hourly rate, typically defined in a quote before work is begun. The customer then agrees to issue a PO for the work to be done. Along with the PO, the customer will be asked give Abbess a credit card number and authorization to charge the card up to the amount defined in the quotation. Work will be billed weekly against the PO as hours accrue and will be charged to the credit card. Additional labor and materials beyond the scope of support engineering shall be addressed in a separate quotation/PO. |
| On-Site Visits | Depending on the scope of the project, an on-site visit from Abbess personnel pre-design or post-delivery maybe negotiated. An on-site visit is not possible for all projects.
During an on-site visit, Abbess personnel generally inspect hardware or functionality of a system or procedure, verify that a system can be integrated in the customer’s environment, assess scope for replacement/repair/creation of a hardware and software, and make recommendations as to possible upgrades or engineering improvements that could be integrated into the system moving forward. Additionally, Abbess will then provide the customer with a Final Report to include summary of findings, as built update and recommendations for repair, upgrade, or creation and routine maintenance. Work does not include new parts, equipment, repairs, or additional engineering and design to be completed upon the customer’s Acceptance of Report/Recommendations which will be addressed in separate subsequent Quotation/PO. Before the visit occurs, Abbess will provide a Quotation detailing Custom Engineering/Diagnostics hours and rates, the goals of the visit, miscellaneous travel fees and the scope of a final report and visit summary. Additional labor and materials beyond the scope of the visit shall be addressed in a separate quotation/PO. |
| Personnel Training | Abbess personnel are available to train our customer’s personnel in how to operate our systems. There are various options for training including but not limited to location, number of personnel being trained, type of systems being taught, and the level of training.
Location: Abbess is able to train personnel in our own facilities, about 40 minutes outside of Boston, or at our customer’s facility. The location of the training can also be hinged on the scope of the system. Personnel: Abbess is able to train the personnel who will be using the equipment, or train the personnel who will then train other operators. Depending on the amount of operators a system may have, if the equipment will have many operators, the former option tends to be more economical. Level of training: Abbess personnel will be able to train operators from many different technical backgrounds. The billed cost for trainings varies greatly on some but not all of the factors listed above. |
Expediting fees
If the customer requires expedited support from Abbess personnel, the customer will be asked to pay a flat fee to address issues of an urgent nature that require Abbess to reallocate previously scheduled resources. Abbess agrees to inform the customer of this fee and its amount prior to work.
Working over weekends and holidays
Work done by Abbess personnel after hours (US Eastern Time Zone), on weekends, and on State and Federal Holidays will incure double the normal rate.
Limitations
In addition to those enumerated in Abbess Instruments Standard Terms and Conditions, Abbess Instruments does not make any warranty, express or implied, with respect to the service rendered by its personnel or the results obtained from their work, including, without limitation, any implied warranty of merchant ability or fitness for a particular purpose, in no event shall Abbess Instruments be liable for consequential, incidental, special, or indirect damages, or for acts of negligence that are not intentional or reckless in nature, regardless of whether it has been advised of the possibility of such damages.
