These General Terms and Conditions of Service apply to service contract between the customer and Mettler-Toledo (Switzerland) Ltd Liab. Co (hereinafter referred to as "MT-CH") and supplement the General Terms and Conditions of Sale and Service of METTLER TOLEDO, available at www.mt.com/legal. In the event of a conflict, the General Terms and Conditions of Sale and Service shall prevail.
1. Service contract
Start: The service contract starts with the receipt of an offer signed by the customer retroactively per 01 January of the same calendar year.
End: The service contract may be terminated in writing by either party with effect from the end of a calendar year, subject to one month's prior written notice; otherwise it shall be renewed for a further calendar year.
2. Service interval every 2 years
For service contract with a 2-year service interval, a surcharge of 25% per device will be added to the contract.
3. Repair service
The service "Repair Service" is part of the maintenance packages "StandardCare" and "ComprehensiveCare" and includes the travel and working time of the technician in case of malfunctions. The maintenance package "ComprehensiveCare" also covers spare parts. For devices older than 10 years from delivery, a surcharge of 25% will be added to the repair service.
4. Reservations
MT-CH reserves the right to charge separately and independently of the contractually agreed service for the rectification of faults which are attributable to the following causes:
- improper use, operation or treatment
- unsuitable operating materials, consumables or environmental conditions at the site
- interference from third party equipment
- interventions or modifications to the device that have not been carried out by MT-CH service personnel
- installed spare parts which were not supplied by MT-CH
5. Consumables, accessories and authorised third parties
The following parts and materials are not covered by the service contract: All standard and special accessories listed in the operating instructions, third-party software and consumables (e.g. protective covers, ink ribbons, paper rolls, electronic storage media, electrodes, thermal sensors, glass panes) and wear parts (e.g. battery, mechanically stressed parts, conveyor belts and rollers).
Furthermore, MT-CH reserves the right to have the service work carried out by authorised third parties.
6. Business and response time
MT-CH business hours are from Monday to Friday between 08:00 and 17:00. Excluded from this are Swiss public holidays and MT-CH bridge days. Unless otherwise agreed in writing, the response time to telephone or written enquiries is 48 hours. In order to be able to perform the services, MT-CH personnel must have unhindered and safe access to the devices. Downtimes in connection with services are accepted by the customer and do not entitle the customer to any compensation.
7. Troubleshooting
The customer may choose between a telephone troubleshooting service or an on-site service. Telephone support is charged at a flat rate. The on-site deployment of the service technician will be charged at cost.
8. Billing according to expenditure / flat-rate billing
The following work will be charged at cost or at a flat rate.
- In the case of work at cost, a flat-rate travel fee will be charged per working day for the mileage allowance and travel time of the service technician.
- Work that can be carried out by the customer according to the operating instructions (e.g. configuring the devices according to customer requirements).
- Modifications to the device as well as the installation or removal of additional equipment and accessories.
- Rectification of faults on devices that were not supplied by MT-CH at the customer's responsibility
- MT-CH provides control weights up to max. 60 kg. Additional weights will be provided by separate agreement.
- Delay in service provision due to access and entry regulations (e.g. to cleanrooms) or other delays on the part of the customer (e.g. waiting time).
- Overhaul and relocation of the devices.
- Individual user training on site.
9. Declaration of no-objection
The user or safety officer of the customer shall inform MT-CH employees of any possible health hazard or contamination risks from devices, installations and materials before the start of work and shall provide the necessary protective clothing without being asked to do so. A corresponding declaration of no-objection must be given to MT-CH employees in writing. A declaration of no-objection must be enclosed with the goods sent in. Without its presence, the device will not be assessed. If the declaration of no-objection is not submitted immediately upon request, MT-CH reserves the right to return the device to the customer at the customer's expense and to charge the customer a flat-rate expense allowance.
10. Safety requirements for scales and devices
As part of the occupational safety of our service technicians, the scale and equipment should be harmless and free of chemical, biological and radioactive substances, and our employees should be able to work on it without any health risk. Please ensure that our technicians have free access to the relevant equipment. If the above points are not guaranteed, we reserve the right not to carry out the work or to charge additionally for the corresponding additional expenditure.
© Mettler-Toledo (Switzerland) GmbH
Effective from 17/11/2023
These general terms and conditions of service replace all previous general terms and conditions of service
Greifensee, 17/11/2023