View the full 2008 Technical Services Practices Survey - PMMI

DETAILED RESULTSOverall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,0004. Do you provide 24/7 support?Yes 83 8 7 3 8 18 39No 76 8 12 9 10 17 194a. If yes, explain levels of support.Phone support only 59 6 4 1 6 13 29Service dispatch within 1217 2 2 0 1 1 11hoursSame day dispatch 16 0 1 1 1 5 8Next day dispatch 23 2 2 0 2 4 13Minimum time to gettechnicians on site 38 2 3 0 5 7 21Remote diagnostics 28 0 2 0 4 7 15Other 9 1 0 1 0 1 6Note: Multiple answers can total over 100%Other Answers:• Always provide phone support. (11)• Our base goal is to have a tech on site with in 24 hours of the call in the US (5)• Service dispatch within 24 hours. (4)• Business hours M-F 8-5 EST. All calls outside of this time go to call center who contacts the Service Manager.• We do whatever is needed to get the customer up and running• Only if requested by customer they receive 24/7 phone service.The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.16