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
A surcharge of 25% applies to service contracts with a 2-year service interval.
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 “ComprehensiveCare” maintenance package also covers the spare parts needed for troubleshooting. If a contract is extended, the service for devices for which spare parts are no longer available will be changed from “ComprehensiveCare” to “StandardCare”. For devices older than 10 years from delivery, a surcharge of 25% will be added to the repair service. Calibration certificates, test reports, verifications, and other services not directly related to troubleshooting are not covered by the above-mentioned maintenance packages and will be invoiced separately.
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 authorized 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).
MT-CH reserves the right to have the service work carried out by authorized 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
MT-CH may attempt to diagnose and rectify defects by telephone or electronically. For some devices, remote maintenance is possible, whereby problems can be reported directly and diagnosed and rectified remotely. If the customer contacts MT-CH for troubleshooting, they must follow the problem identification, resolution and methods specified by MT-CH. MT-CH may require that the part or device be sent to a depot center for defect’s resolution or for problem identification. If MT-CH considers that work on-site is required, the assignment of a service technician will be agreed.
If a device for which troubleshooting is required is not covered by a maintenance package of the category “StandardCare” or “ComprehensiveCare”, telephone support will be charged at a flat rate and the on-site visit of a service technician will be charged at cost.
8. Billing according to expenditure
The following work will be charged at cost.
- 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
- 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. Flat rate billing
The following surcharges will be applied without prior quotation:
- Travel flat rate for mileage compensation and travel time of the service technician per working day
- Provision of calibration weights from 60 kg.
- Hotel accommodation and meals for multiple days assignments
- Express surcharge if the response time is to be shorter than contractually agreed
- Small parts and consumables
- Paper invoices
10. Service scheduling
The service schedule is planned at the discretion of MT-CH. Appointments will be communicated in writing via email and include a tolerance of 1 hour. Change requests must be reported by phone or email at least 5 working days before the scheduled appointment. MT-CH may claim a compensation for expenses incurred if the service cannot be provided, if there are delays in its provision, or the event of a change requests made after expiration of the reporting deadline.
11. Declaration of no-objection
The customer’s contact person or safety officer 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, as well as instruct the technician. 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.
12. Safety requirements for scales and devices
As part of the occupational safety of our service technicians, all devices should be harmless and free of chemical, biological and radioactive substances, and our employees should be able to work on, carry, transport or operate them without any health risk. Access to the devices to be worked on must be always guaranteed and follow the agreed safety regulations. If the above points are not guaranteed, we reserve the right not to carry out the work and/or to charge additionally for the corresponding additional expenditure.
© Mettler-Toledo (Switzerland) GmbH
Effective from 17/03/2025
These general terms and conditions of service replace all previous general terms and conditions of service
Greifensee, 17/03/2025