Customer Support Agreements

What is a Customer Support Agreement?

MACORP’s Customer Support Agreements are tailored to fit your situation. Perhaps the most important feature of any CSA is flexibility. There are no preset requirements or specific products and services that you must agree to buy. In every case and with every piece of equipment, a CSA is an individualized plan.

Your agreement may include as few or as many machines as you wish. MACORP will work with you to determine the best strategies to maximize your machine’s productivity and minimize costs.

Are CSA’s for Everyone?

Customer Support Agreements are not just for large machines. The need to work efficiently and lower operating costs is the same regardless of a machine’s size, age or its application.

That’s why CSAs are available for existing fleets and used equipment. Even Certified or dealer rebuild machines can be covered. Currently CSAs are available for equipment in the mining, construction, forestry, and power generation sectors.

Frequency & Options

PM services are normally scheduled at intervals of either 250 or 500 service meter unit (SMU) hours in conjunction with engine oil change periods set for each product. It is the responsibility of the customer or the operator to perform daily and weekly servicing requirements.

The level and frequency of services provided can be tailored to each customer’s requirements.

Frequency & Options

PM services are normally scheduled at intervals of either 250 or 500 service meter unit (SMU) hours in conjunction with engine oil change periods set for each product. It is the responsibility of the customer or the operator to perform daily and weekly servicing requirements.

The level and frequency of services provided can be tailored to each customer’s requirements. There are Three (3) different types of PM agreements:

Do It Myself

The customer performs all PM services. MACORP provides schedules, parts and checklists (if required) when necessary.

Do It With Me

The customer performs 250 and 500 hr PM services and MACORP performs the 1000 and 2000 hr PM services. MACORP provides schedules, parts and checklists (if required).

Do It For Me

MACORP performs all services.

Think about your current preventive maintenance practices and service needs, and consider who is best qualified to provide these services. Chances are MACORP can provide service in a more timely, efficient and cost-effective manner. You save money, improve availability, and have more time to concentrate on other important aspects of your business. MACORP has a team in place to handle all the tracking and scheduling your machine hours to ensure on-time services for your equipment.

Ask yourself these Questions:

Is your machine always available when you need it?

Effective equipment management is critical for maximum machine productivity at minimum cost. If you don’t have the resources to make machine management a priority, consider using the experts at MACORP.

Do you have a preventive maintenance program?

  • Have you studied the recommendations in your Owners’ Manual?
  • Do you perform maintenance at all recommended intervals?
  • Do you perform all of the recommended services?

A “no” answer to any of these questions probably means preventive maintenance is not getting priority attention. A CSA can ensure that all maintenance recommendations are followed.

Are 20% or more of your repairs after-failure repairs?

Before-failure repairs often cost less than half of after-failure repairs. A CSA can maximize service life and minimize costs by scheduling repairs before a major failure occurs.

What are your per-machine ownership and operating costs?

Once you have calculated these costs you can make informed decisions about equipment replacement options. Considering the labor burden as well as your other overhead costs, a CSA may provide you with a lower operating cost, improved maintenance schedule and, in return, a higher resale value.

What percentage of your resources are spent on the following?

  • Finding and training mechanics
  • Repair tools, equipment and diagnostic tooling
  • Environmental disposal fees
  • Employee benefits
  • Parts inventories
  • Transportation

All of these factors impact your bottom line. A CSA can minimize these and other costs by placing a variety of service duties into the expert hands of MACORP technicians.

Preventive Maintenance Agreements

Includes on-site preventive maintenance services at recommended intervals. Trained technicians with extensive equipment knowledge inspect and maintain your equipment. Their reports focus on three areas:

  • Contamination Control — More than 70% of hydraulic component failures can be traced to some type of contamination. Expert diagnostics and inspections can detect problems long before your operators can detect them.
  • SOS Fluids Analysis — MACORP’s factory trained interpreter provides expert analysis of component wear rates and makes recommendations.
  • Technical Inspections — Visual checks and operational assessments are performed during each PM Service.

Under a MACORP PM Agreement, equipment is enrolled into a MACORP Maintenance Scheduling program where all PM inspections and services are scheduled and recorded. When services become due, a qualified, experienced technician is dispatched with a full inventory of required parts, tooling and waste oil handling facilities necessary to deliver these inspection and services in the field or shop.

Following each visit, a machine inspection and condition report is provided informing the customer of the inspections and services completed the condition of the machine, and recommendations where attention may be required.

The following are some important services received in a MACORP PM Agreement:

  1. Scheduling: Prompt, consistent, and timely scheduling of services.
  2. Checklists: Specially prepared checklists for each product & service level which itemize required inspections, services, periodic adjustments, and operational/ diagnostic checks. These checklists also include an area that indicates any items requiring specific attention.
  3. Cleanliness: Extra caution is critical in preventing contamination of systems, compartments, and Scheduled Oil Samples (SOS). Special attention to cleanliness is applied when opening compartments, installing new oils and filters, and taking oil samples.
  4. Detection: Qualified and experienced MACORP technicians recognize problem indicators before unnecessary damage occurs to systems and their components.
  5. Reaction: Knowledgeable decisions are made in reaction to problem indicators.
  6. Backlog: Capability to manage a backlog of repairs requiring attention at future services.

A Customer Support Agreement is an opportunity to increase your machines’ productivity and availability while lowering your ownership and operating costs. A custom CSA can help you detect equipment problems before they cause failures. This translates to fewer repairs, less unscheduled downtime, lower operating costs and maximum productivity for your business.

In the end, a CSA is a partnership between you and MACORP that will help you succeed by leveraging the equipment management expertise of MACORP. When you and MACORP team up with a CSA, you get more than a piece of Cat iron, you get the company.

Please contact your MACORP sales representative or the MACORP Customer Support Department for quote or further information.

What does it cost?

Since each CSA is different, each agreement is priced with you in mind. Every machine has a different operating cost, and each site has conditions that will affect the final price. Ask your MACORP sales representative for a quote on your machines.

How do I pay?

There are almost as many options for payment as there are agreements. You can pay flat rate per service, a cost per hour, or pay per service level performed. Ask your MACORP sales representative for more information on payment options.

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PM Information Sheet - browse benefits and features and find the plan that’s right for you.