Error classes and reaction times:
Error class 1:
This includes all errors that cause a permanent production shutdown or at the same time affect several users so that they can not work permanently. The response time is about 2 hours (Mo-Fr. from 08:30 am – 5:30 pm) and troubleshooting is as fast as possible.
Error class 2:
If the production or the work of the users is severely impaired, error class 2 occurs. The reaction time is 1 day (Mo – Fr.) and the error correction takes place as soon as possible.
Error class 3:
Errors that lead neither to severe impairment (error class 2) nor to permanent production stoppage (error class 1) belong to error class 3. The response time is 1-5 working days ; more detailed information on the duration of the error correction can not be provided.