The ZEISS phone and email support program grants customers access to regional ZEISS application experts. The support team in North America will work towards resolving technical issues that may arise and answer questions about how to use the system and its capabilities. If needed the North American team will work with the ZEISS Germany team to find a solution.

Work days (M-F, except public and local holidays) from 8 AM to 5 PM (ET)

Technical support: +1 800 327 9735

Email: supportdesk-cbs.metrology.us@zeiss.com

Software Updates

At the heart of ZEISS’s inline solutions is our software. Purchase of the ZEISS support agreement includes entitlement to one software update per year. This software update is sent to the customer for onsite updates. For inline systems ZEISS recommends an additional service of onsite support to ensure the software update does not affect production negatively. Having ZEISS on site for such updated allows for rapid identification and troubleshooting of any issues that may arise.

Clarifications

Support agreement covers the automated inspection ABIS and AI Cell product lines only.
Support is for the first system at a single location
Additional service support is recommended when installing software updates

Automated System Support Agreement (All Systems) 12 Months (Effective Jan 1, 2023 – Dec 31st, 2023)

Phone and Email support with ZEISS North America Inline Application Experts
Automated Inspection System Software Updates

Item 2 Automated Inspection System Support Agreement (System 2 - X)

Phone and Email Support Program

Work days (M-F, except public and local holidays) from 8 AM to 5 PM (ET)

Technical support: +1 800 327 9735

Email: supportdesk-cbs.metrology.us@zeiss.com

Software Updates

Clarifications

Support agreement covers the automated inspection ABIS and AI Cell product lines only.
Support is for systems 2 - X at a single location, purchase of initial system support is required
Additional service support is recommended when installing software updates

Automated System Support Agreement (All Systems) 12 Months (Effective Jan 1, 2023 – Dec 31st, 2023)

Phone and Email support with ZEISS North America Inline Application Experts
Automated Inspection System Software Updates

Item 3 Automated Inspection System Health Check

A ZEISS technician will travel to your site to perform a full system health check which includes running a full compensation cycle and analysis of those results. Inspection routines will be examined for mismeasurements and other failed extractions. All hardware will be inspected from the inspection cabinets to the sensors. Based upon the results, ZEISS will deliver a report on the current health of the system and any suggested improvements that can be made.

Clarifications:

Services are planned for daytime working hours, Monday – Friday, weekend and third shift installation times are not included.

Provided by system owner

Facility Safety Training (If necessary)
Site and line access for system health check
CMM data from sample run of parts in production

Item 4 Automated Inspection System Health Check System 2-X

Clarifications:

Services are planned for daytime working hours, Monday – Friday, weekend and third shift installation times are not included.

Provided by system owner

Facility Safety Training (If necessary)
Site and line access for system health check
CMM data from sample run of parts in production

Item 5 10360-8 AI Cell Trace Certification

Automated Inspection – AI Cell Trace System performance certification

Verification of the AI Cell Trace system will be according to ZEISS AI CELL Trace acceptance test 10360-8 procedures
A ZEISS owned, certified and traceable, ball bar will be used.
If necessary, the AI Cell Trace system will be reconfigured and then recertified

Clarifications

ZEISS requires uninterrupted access for a period of 10 hours to complete the certification and reconfiguration if necessary.

This recertification process assumes the system is operating normally without electromechanical faults. Any system repairs are not covered by this verification service. In the event a problem exists or is uncovered during this process, the verification service will discontinue until the problem is diagnosed and corrected.

Certification service assumes that the AI Cell trace system Nav-Target and stability modules are in healthy condition. Nav-Target replacement or field calibration is not included in the AI Cell Trace system certification.

Travel costs are included when no unexpected delays are incurred. If delays or an extension of the visit results through no fault of ZEISS, we will require an order amendment to cover extended travel costs.

Support services will be scheduled to coincide with first shift (day shift) plant operation and are subject to Zeiss' standard policies for Holidays, Vacations, sick and personal time. Quoted support costs do not include overtime or shift premium costs. Overtime and non-day shift services require prior approval by Zeiss and will be subject to the following incremental costs plus expenses:
- 1.5 times standard rate for overtime defined as any hours more than 10 hours per day or 40 hours per week and Saturdays.

Provided by Purchaser

Facility safety training
Site and line access for system certification
- Certification requires 10 hours uninterrupted of system access
Laser Tracker and Operator (in event recalibration is necessary)

Item 6 AI Max – Cloud Basic Training at ZEISS Wixom QEC

4 days of AIMAX-Cloud basic training at Carl ZEISS Quality Excellence Center in Wixom, MI
Training will include classroom as well as hands-on time with the AIMAX-Cloud system
Class size for AIMAX-Cloud basic training is limited to 4 participants
Training will include the following using ZEISS-INDI software and training cell

Clarifications

Class can be customized for sensor of your choice

Item 7 AI Max – Cloud Basic Training at End User Facility

4 days of AIMAX-Cloud basic training at End User Facility
Training will include classroom as well as hands-on time with the AIMAX-Cloud system
Class size for AIMAX-Cloud basic training is limited to 4 participants
Training will include the following using ZEISS-INDI software and training cell

Clarifications

Training dates to be agreed upon after purchase, dates must be sequential within the same calendar week
End User to provide classroom and projection equipment
Travel Expense Included
Class can be customized for sensor of your choice

Item 8 AI Cell Trace Advanced Training

3 days of AICell Trace advanced training at Carl ZEISS Quality Excellence Center in Wixom, MI
Class size for AICell Trace advanced training is limited to 4 participants
Prerequisite – Completion of AIMAX-Cloud basic training
Training will include the following

Item 9 AI Cell Trace Advanced Training at End User Facility

3 days of AICell Trace advanced training at End User Facility
Class size for AICell Trace advanced training is limited to 4 participants
Prerequisite – Completion of AIMAX-Cloud basic training
Training will include the following

Clarifications

Training dates to be agreed upon after purchase, dates must be sequential within the same calendar week
End User to provide classroom and projection equipment
Travel Expense Included

Item 10 ABIS Basics Training

4 days of ABIS training at Carl ZEISS Quality Excellence Center in Wixom, MI
Class size for training is limited to 4 participants
Training will include the following

Item 11 ABIS Basics Training at End User Facility

4 days of ABIS training at End User Facility
Class size for training is limited to 4 participants
Training will include the following

Clarifications

Training dates to be agreed upon after purchase, dates must be sequential within the same calendar week
End User to provide classroom and projection equipment
Travel Expense Included

Aftermarket Sales Help Center

Item 1 Automated Inspection System Support Agreement (Single System)

Item 2 Automated Inspection System Support Agreement (System 2 - X)

Item 5 10360-8 AI Cell Trace Certification

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