1. We Care for your Success
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

2. CARE Recap: Strategy: Increase customer satisfaction
Request for calibration & maintenance increasing
Products more complex for service, e.g. „Call home“ functionality handled by Grabner
Legal aspect: EULA agreement for software and remote support between customer and Grabner
Local service hubs planned
Selling of complicated products easier, if Grabner is a direct support back-up
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

3. CARE Pillars of Care: Procedure: TICKETING CALIBRATION Options
HELP Options
CARE Options
Procedure:
Products will include brochure and order form in shipment case
Vision products w/ Cockpit SW will have license confirmation w/ order sheet
Packages sold directly to customer (10% commission for representative)
All CARE packs, warranty and repairs activated through Ticketing System
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

4. CARE PACKAGES Order Form Brochure
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

5. EUR 190,- Web-based Support Call (for ALL analyzers) Procedure:
Call: 1 hour (web-based) support call (ACCS)
Additional duration: 20% discount
Procedure:
Request through ticketing system or via formal purchase order
Fix date/time/skype meeting
Customer calls-in - Grabner sets up skype consultancy in parallel
For Vision analyzers: Customer pushes GI Home Button (on VPV) to enable web based support
In case of a valid warranty case, the fee can be credited (i.e.: if device needs factory maintenance)
Reps / Distributors get 1 ACCS free of charge per purchased Vision analyzer
Only SCV manager has the authority to provide ACCS at no charge
Advantages
10% commission for referral from Rep
Can be used to help set up and install instrument
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

6. EUR 790,- Basic web-based support package (for VISION analyzers)
Calls: 5 x 1 hour web-based support calls (ACCS)
Training: 1 hour web-training by Grabner support specialist
Procedure:
Request through ticketing system or via formal purchase order
Fix date/time/skype meeting
Customer calls-in - Grabner sets up skype consultancy in parallel
For Vision analyzers: Customer pushes GI Home Button (on VPV) to enable Internet based support
In case of a valid warranty case, the fee can be credited (i.e.: if device needs factory maintenance)
Reps / Distributors can order package for demo-unit, too
Booking Help will renew automatically 12 months after purchase, or latest by 1.1. of consecutive year
Advantages
10% commission for referral from Rep
Support for setting up Vision instrument
Basic Training is part of Installation Qualification > Done by Grabner
EUR 790,-
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

7. Full Remote Support w/ On-Site Training (for VISION analyzers)
Calls: 5 x 1 hour web-based support calls (ACCS)
1 hour web-training by Grabner support specialist OR consultancy to set up a highly secure enterprise measurement database for VP Vision OR connection of VP Vision in customer’s LIMS
1 day training by Grabner support specialist at customer (max. 10 attendees; travel costs excluded) OR 1 day Database Optimisation for IR Vision Fuel Analyzer by Grabner specialist
Procedure:
Same as HELP
Booking HELPPLUS will renew automatically 12 months after purchase; or latest by 1.1. next year
Advantages
10% commission for referral from Rep
Support for setting up Vision instrument
Basic Training is part of Installation Qualification > Done by Grabner
In Depth Training at Customer premises > Done by Grabner
IR Vision Database Optimisation > Done by Grabner > Sell every IR Vision with HELPPLUS!
EUR 1990,-
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

8. EUR 495,- Calibration Check (for all analyzers) Procedure: Advantages
Calls: 1 hour web-based support calls (ACCS) to be consumed during the first 12 months after purchase
Calibration: 1 calibration service (no maintenance; no sealings and spares)
Extra costs for IR Vision Calibration Fluids: Gasoline + Diesel = EUR 690,- / PRO = EUR 1100,-
Loaner unit available at charge (EUR 990,- per incident)
Procedure:
Can be ordered within 12 months after delivery of any Grabner product
Scheduled through ticketing or via purchase order
Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back)
Advantages
10% commission for referral from Rep
Easy calibration check, if e.g. required once per ½ year by ASTM specifications
Logistics and transport supported by Grabner
Loaner units handled w/ Grabner
EUR 495,-
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

9. Preventive Annual Maintenance and Calibration (for ALL analyzers)
Calls: 1 hour web-based support calls (ACCS) to be consumed during the first 12 months after purchase
Calibration and Maintenance: 1 calibration and maintenance service, incl. seals and consumables
Extra costs for IR Vision Calibration Fluids: Gasoline + Diesel = EUR 690,- / PRO = EUR 1100,-
Loaner unit available at charge (EUR 990,- per incident)
Procedure:
Can be ordered within 12 months after delivery of any Grabner product
Scheduled through ticketing
Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back)
Advantages
10% commission for referral from Rep
Easy calibration check, if e.g. required once per ½ year by ASTM specifications
Logistics and transport supported by Grabner
Loaner units handled w/ Grabner
EUR 990,-
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

10. EUR 3690,- 3 Year Warranty Extension (for VISION analyzers) Procedure:
Warranty: Extension from 2 to 3 years or measurement cycles
HELP: Includes HELP package (self prolonging after 12 months)
CAL-PLUS: 1 calibration and maintenance service, including seals, consumables and spares
Priority Services:
Priority Maintenance in case of failure; guaranteed turnaround time (TAT) of 5 workdays OR free Loaner Unit
Priority Access to HELP
Free test and calibration certificate
Warranty service: Free calibration, final inspection and required chemicals are included
Loaner unit available at charge (EUR 990,- per incident)
Procedure:
Services (calibration, maintenance, repair, loaner) scheduled through ticketing
Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back)
Advantages
10% commission for referral from Rep
„Feel safe“ package: Logistics supported by Grabner, Loaner Units, Fast Turnaround
No downtimes for customer
EUR 3690,-
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

11. EUR 4990,- 3 Year Gold Care Plan (for VISION analyzers) Procedure:
Warranty: Extension from 2 to 3 years or measurement cycles
HELP: Includes HELP package (self prolonging after 12 months)
2x CAL-PLUS: 2 calibration and maintenance services, including seals, consumables and spares
Priority Services:
Priority Maintenance in case of failure
Priority Access to HELP
Free test and calibration certificate
Warranty service: Free calibration, final inspection and required chemicals are included
Loaner unit shipped free of charge within 24 hours (for duration of maintenance)
Procedure:
Services (calibration, maintenance, repair, loaner) scheduled through ticketing
Pick-up & send-back logistics included inside EU (ROW > Bring-in / Send-back)
Advantages
10% commission for referral from Rep
Advanced „Feel safe“ package: Loaner Unit shipped in 24 hours; Best Turnaround Time
No downtimes for customer; free loaner unit
EUR 4990,-
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

12. Customer Advantage: Increase customer satisfaction
Factory Certified Calibration, Preventive Maintenance and Service
Grabner or certified service hubs used for service only
Selected, trained and licensed 3rd parties
Genuine Grabner parts used (manufacturer original)
Latest software and firmware upgrades
Priority Service: Best Turnaround Time
Transport and Logistics Service:
Clear procedure and cost sharing (bring in / send back)
Faster through direct shipping
On time delivery tracking possible via ticketing system
Feel safe: Loaners available to eliminate downtimes
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

13. Distributor Advantages: Sell ALL analyzers with good confidence
10% commission
Customer can get help for setup and installation
Customer can get IR Vision Database Optimisation (sell HELP-PLUS w/ IR Vision!)
Responsibility for customer satisfaction w/ Grabner:
Always latest firmware and software
Loaner requests handled directly with Grabner
Logistics and Transport Service
Support, Calibration and Service
Training on instruments
Consultancy for applications and useability
Care for Warranty and Repairs
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE

14. THANK YOU FOR YOUR ATTENTION
CLEAR VISION SOUND STRATEGIES SOLID PERFORMANCE