PMT Customer Service Agreement FAQs
About CSA
How are these Service Agreement plans different from your regular service offering?
Our Customer Service Agreement (CSA) plans differ from our regular service offerings in several key ways. First and foremost, CSA plans provide a data-driven, comprehensive assessment of your mission-critical equipment at predetermined intervals structured on an annual basis with fixed pricing.
The primary goal of our CSA plans is to minimize downtime, optimize throughput, extend the lifespan of your equipment, and enhance overall safety. By following a systematic approach, we can proactively address potential issues, leading to more reliable and efficient operations for your business.
In contrast, our traditional services are designed to deliver immediate and specific response to customer requests on a one-off, often reactive, basis. While these on-demand services are still of high quality, they may not offer the same level of proactive maintenance and long-term benefits as our CSA plans.
In summary, our CSA plans provide a strategic and ongoing partnership to keep your equipment in top condition, whereas our on-demand services are ideal for customers who prefer ad-hoc solutions for their immediate needs.
What results have other customers gotten out of your Customer Service Agreements (CSA)?
Our CSA plans are a service recently launched platform wide across OTC, however, we provide similar services for a few discrete customers who are delighted with the results and continue to expand our scope of responsibility. The reason is their improved MTBR, higher output, fewer equipment failures, and enhanced safety. Better performance and peace of mind for their critical equipment.
Why should I sign up for a CSA plan?
The reliable operation of critical rotating equipment is of utmost importance for your business. Any downtime can result in substantial losses, both in terms of productivity and revenue. By opting for a service agreement with OTC, you can ensure that your equipment remains operational and performs at its designed level of efficiency.
What’s your cancellation policy?
Our customers can cancel their Customer Service Agreement (CSA) plan at any time during the contractual period by doing so in writing and receiving acknowledgment from OTC. In such a case, the customer will pay any balance remaining for the full one-year CSA period within 30 days of cancellation notification.
Why is your program better than doing the inspections in-house?
Our Customer Service Agreements (CSA) excel in providing methodical and recurring asset inspections, utilizing our extensive technical expertise across various applications, industries, and services. By detecting equipment issues early on, we can prevent them from becoming major problems, leading to reduced downtime, increased throughput, extended equipment lifespan, and improved safety.
Our CSA plans are particularly suited for customers who prefer to delegate these services to an external partner with technical expertise, rather than maintaining an in-house team. However, we acknowledge that some customers, based on their size, operating requirements, and available resources, may find it more advantageous to handle these inspections with an in-house team. We aim to offer a flexible solution that best aligns with each customer's specific needs and preferences.
Does this service agreement affect your standard warranty, or will it extend it?
Signing up for a Service Agreement with OTC does not impact our standard warranty. The standard warranty remains in effect as stated, and the Service Agreement does not alter its terms or duration. For more detailed information about OTC's warranty policies, please refer to our CSA Terms and Conditions. We aim to provide comprehensive and reliable service while maintaining the clarity and integrity of our warranty offerings.
Financial Benefits of Our CSA
Are prices negotiable?
Our Customer Service Agreement (CSA) plans are priced based on the number of assets to be inspected, with set prices for groups of up to 20 assets*. Unfortunately, prices cannot be negotiated downward if a customer includes fewer than 20 assets in their plan. However, customers have the flexibility to include additional assets in increments of up to 20. In such cases, the price of the chosen CSA plan will increase proportionally, corresponding to the number of asset groups selected. This structure allows for scalability while maintaining fair and consistent pricing for all customers.
*Based on “normal” distance between and access to assets – site specifics will be taken into consideration.
What if I have more or less than 20 pieces of equipment?
Our Customer Service Agreement (CSA) plans are priced based on the number of assets to be inspected, with set prices for groups of up to 20 assets*. Unfortunately, prices cannot be negotiated downward if a customer includes fewer than 20 assets in their plan. However, customers have the flexibility to include additional assets in increments of up to 20. In such cases, the price of the chosen CSA plan will increase proportionally, corresponding to the number of asset groups selected. This structure allows for scalability while maintaining fair and consistent pricing for all customers.
*Based on “normal” distance between and access to assets – site specifics will be taken into consideration.
Do the discounts apply to all spare parts?
The applicable spare parts discount applies to all spare parts for the selected assets covered under the chosen Customer Service Agreement (CSA) plan.
Can I get a bigger discount?
The applicable discount rates per plan are fixed but vary between plans. The Standard plan does not include discounts. However, the Plus and Premium plans offer the following discounts:
| Item | Standard Plan | Plus Plan | Premium Plan |
| Monitoring | -- | 20% | 25% |
| Troubleshooting | -- | 10% | 15% |
| Labor | -- | 10% | 15% |
| Spare Parts | -- | 3% | 5% |
Are there any other fees? Per diems, travel fees, etc.?
The prices of the Customer Service Agreement (CSA) plans encompass the services specified in each plan, as per the terms and conditions. Service outside of normal business hours may incur additional charges, unless stated otherwise. If any extra parts, labor, travel time, or other charges beyond what is included in the CSA are necessary or requested, written approval from the customer, either through a purchase order or a signed acknowledgment, is required before proceeding with the additional services. We prioritize transparency and ensure that all costs are communicated clearly and approved by our customers.
Can I get a free trial before signing up?
We are more than happy to provide sample inspection reports to potential customers interested in signing up for a Customer Service Agreement. Furthermore, if our technicians' schedules permit, we may be able to conduct an onsite sample inspection on a limited number of equipment items and share the results with the customer. Our aim is to give you a glimpse of the high-quality service you can expect from our Customer Service Agreement plans and help you make an informed decision about the benefits it offers for your business.
General FAQs
What’s your cancellation policy?
Our customers can cancel their Customer Service Agreement (CSA) plan at any time during the contractual period by doing so in writing and receiving acknowledgment from OTC. In such a case, the customer will pay any balance remaining for the full one-year CSA period within 30 days of cancellation notification.
Can I request a change of technician?
We aim to provide technicians with domain expertise and strong customer service skills. If you ever feel the need to request a change of technician, we will gladly listen to your reasons to find the best solution possible. This may include accommodating your request for a different technician, among other options we can explore to ensure your satisfaction. Our goal is to deliver exceptional service and meet your specific needs as our valued customer.
How will you help me track progress?
Our Customer Service Agreement plans offer monthly onsite asset inspections, tailored to the chosen plan level. Regardless of the inspection type, customers receive status reports detailing the condition of their assets as inspected by our trained technicians. These reports highlight any areas requiring attention or action, enabling early detection of potential issues with mission-critical equipment. By promptly addressing these concerns, customers can experience reduced downtime, increased throughput, extended equipment life, and improved safety.
With monthly inspections over the course of a year, both our customers and our team can identify trends and gain valuable insights into the equipment's condition. This tracking of progress ensures that proactive maintenance measures can be taken, optimizing equipment performance and overall operational efficiency. Our commitment to regular inspections and detailed reports empowers our customers to make informed decisions and maintain peak equipment performance throughout their partnership with us.
How will you monitor our equipment between visits?
Currently, we do not provide remote monitoring services as part of our standard Service Agreement Plans. However, if a customer desires continuous condition monitoring, we offer this service and can develop a tailored solution for this need. Also, we are available to provide on-demand services to address specific needs that may arise between visits. Our team is always ready to support you and ensure that your equipment operates smoothly, even if an issue arises outside of our regular inspection schedule.
Do I get preferential service time on repairs and other orders?
We prioritize timely service for all our customers, and in certain situations, we give preference to repair orders from customers on our (1) Pro and (2) Plus plans. While we strive to provide excellent service to everyone, these particular plans receive priority attention to ensure their repair orders are addressed promptly and efficiently. Our goal is to deliver the best possible service experience for all customers, with special attention given to those who have chosen our Pro and Plus plans.
Can I request a change of technician?
We aim to provide technicians with domain expertise and strong customer service skills. If you ever feel the need to request a change of technician, we will gladly listen to your reasons to find the best solution possible. This may include accommodating your request for a different technician, among other options we can explore to ensure your satisfaction. Our goal is to deliver exceptional service and meet your specific needs as our valued customer.
Do you have a Master Service Agreement (MSA) with us?
To determine if your company has a Master Service Agreement (MSA) with OTC Industrial Technologies, please get in touch with our representatives. They will be able to provide you with the relevant information and address any inquiries you may have about the MSA status. Feel free to reach out to us, and we'll be happy to assist you with this matter.
How will your technicians affect the safety of my plant?
Our technicians are trained to adhere to the safety procedures of our customers' sites diligently. They are highly vigilant in identifying and promptly communicating any safety hazards they may encounter during their inspection process. Our utmost priority is to ensure the safety of your facility and its workforce, and our technicians play a critical role in maintaining a secure working environment while providing professional-grade service.
What resources would you need from me? Do I need to assign a person of my team to tag with
the OTC technician while doing the inspections?
the OTC technician while doing the inspections?
During the initial plant audit (a.k.a., equipment listing), we ask customers to assign one person who can show our technician where the assets covered by the Customer Service Agreement (CSA) are located and can provide information about those pieces of equipment.
During the monthly asset inspections, our technicians may need a minimum level of support from your team. This may include providing access to the site and allocating space to store their toolbox during the visit. However, you are not required to assign a person from your team to accompany the OTC technician during the inspections. Our technicians are trained and equipped to conduct the inspections independently, and we aim to minimize any disruption to your team's daily operations while ensuring a smooth and efficient inspection process.
Can you do this on a second or third shift?
No, the services included in the Customer Service Agreement (CSA) are limited to normal business hours, which are Monday to Friday, 7:00 a.m. to 4:00 p.m. local time. If services are requested outside of these hours, additional charges will apply. The extra charges are based on specific time frames:
• Monday to Friday, 4:00 p.m. to midnight, and Saturdays from 7:00 a.m. to midnight: Time and One-Half Rate.
• Monday to Saturday, midnight to 7:00 a.m., and all day on Sundays and holidays: Double Time Rate. Holidays incur a Triple Time Rate.
Does the equipment have to be running while you do the inspection?
During the monthly asset inspection, your equipment can remain operational. However, if our technicians identify any issues that require a more thorough examination, they may need to stop or run the equipment as necessary. We will always discuss and coordinate any special requests or requirements with the relevant personnel to ensure a smooth and efficient inspection process. Our goal is to minimize disruptions to your operations while ensuring a comprehensive assessment of your equipment's condition.
Can I decide the frequency of the onsite inspections?
Our Customer Service Agreement (CSA) plans include a monthly equipment inspection, which we have found to be an optimal frequency for achieving reduced downtime, increased throughput, extended equipment life, and enhanced safety. This standardized monthly inspection is consistent across all our CSA plans. However, if you believe that your company's specific needs may benefit from a different inspection frequency, please feel free to contact our representative. We are committed to assessing your situation and finding the most suitable solution to meet your requirements.
Do you guarantee that the equipment you inspect won’t fail?
OTC guarantees that it will execute the services outlined in the Customer Service Agreement (CSA) with reasonable skill, care, and due diligence. We stand behind the quality of our work and warrant that all services performed will be free from faulty workmanship for a duration of thirty (30) days from the completion of the services. For further details on OTC's warranty policies, please refer to our CSA Terms and Conditions. Our commitment is to deliver reliable and high-quality service to ensure your equipment operates at its best.
Will you keep an inventory of parts for my equipment?
We will work with our customers to create a recommended spare parts inventory for their identified critical assets. Our objective would be to set up this inventory on site and maintain inventory levels throughout the program life. The spare parts discount would apply to the customer’s purchase of the initial stocking plan and subsequent backfill upon use.
What kind of training/certification do OTC’s technicians have?
Our Service Technicians have extensive Safety, OEM equipment, and in-house OTC training. OTC CSA technicians have additional training specific to the Inspections and troubleshooting tasks required for the program.
How are these Service Agreement plans different from your regular service offering?
Our Customer Service Agreement (CSA) plans differ from our regular service offerings in several key ways. First and foremost, CSA plans provide a data-driven, comprehensive assessment of your mission-critical equipment at predetermined intervals structured on an annual basis with fixed pricing.
The primary goal of our CSA plans is to minimize downtime, optimize throughput, extend the lifespan of your equipment, and enhance overall safety. By following a systematic approach, we can proactively address potential issues, leading to more reliable and efficient operations for your business.
In contrast, our traditional services are designed to deliver immediate and specific response to customer requests on a one-off, often reactive, basis. While these on-demand services are still of high quality, they may not offer the same level of proactive maintenance and long-term benefits as our CSA plans.
In summary, our CSA plans provide a strategic and ongoing partnership to keep your equipment in top condition, whereas our on-demand services are ideal for customers who prefer ad-hoc solutions for their immediate needs.
What results have other customers gotten out of your Customer Service Agreements (CSA)?
Our CSA plans are a service recently launched platform wide across OTC, however, we provide similar services for a few discrete customers who are delighted with the results and continue to expand our scope of responsibility. The reason is their improved MTBR, higher output, fewer equipment failures, and enhanced safety. Better performance and peace of mind for their critical equipment.
Why should I sign up for a CSA plan?
The reliable operation of critical rotating equipment is of utmost importance for your business. Any downtime can result in substantial losses, both in terms of productivity and revenue. By opting for a service agreement with OTC, you can ensure that your equipment remains operational and performs at its designed level of efficiency.
What’s your cancellation policy?
Our customers can cancel their Customer Service Agreement (CSA) plan at any time during the contractual period by doing so in writing and receiving acknowledgment from OTC. In such a case, the customer will pay any balance remaining for the full one-year CSA period within 30 days of cancellation notification.
Can I request a change of technician?
We aim to provide technicians with domain expertise and strong customer service skills. If you ever feel the need to request a change of technician, we will gladly listen to your reasons to find the best solution possible. This may include accommodating your request for a different technician, among other options we can explore to ensure your satisfaction. Our goal is to deliver exceptional service and meet your specific needs as our valued customer.
Are prices negotiable?
Our Customer Service Agreement (CSA) plans are priced based on the number of assets to be inspected, with set prices for groups of up to 20 assets*. Unfortunately, prices cannot be negotiated downward if a customer includes fewer than 20 assets in their plan. However, customers have the flexibility to include additional assets in increments of up to 20. In such cases, the price of the chosen CSA plan will increase proportionally, corresponding to the number of asset groups selected. This structure allows for scalability while maintaining fair and consistent pricing for all customers.
*Based on “normal” distance between and access to assets – site specifics will be taken into consideration.
How will you help me track progress?
Our Customer Service Agreement plans offer monthly onsite asset inspections, tailored to the chosen plan level. Regardless of the inspection type, customers receive status reports detailing the condition of their assets as inspected by our trained technicians. These reports highlight any areas requiring attention or action, enabling early detection of potential issues with mission-critical equipment. By promptly addressing these concerns, customers can experience reduced downtime, increased throughput, extended equipment life, and improved safety.
With monthly inspections over the course of a year, both our customers and our team can identify trends and gain valuable insights into the equipment's condition. This tracking of progress ensures that proactive maintenance measures can be taken, optimizing equipment performance and overall operational efficiency. Our commitment to regular inspections and detailed reports empowers our customers to make informed decisions and maintain peak equipment performance throughout their partnership with us.
How will you monitor our equipment between visits?
Currently, we do not provide remote monitoring services as part of our standard Service Agreement Plans. However, if a customer desires continuous condition monitoring, we offer this service and can develop a tailored solution for this need. Also, we are available to provide on-demand services to address specific needs that may arise between visits. Our team is always ready to support you and ensure that your equipment operates smoothly, even if an issue arises outside of our regular inspection schedule.
Do I get preferential service time on repairs and other orders?
We prioritize timely service for all our customers, and in certain situations, we give preference to repair orders from customers on our (1) Pro and (2) Plus plans. While we strive to provide excellent service to everyone, these particular plans receive priority attention to ensure their repair orders are addressed promptly and efficiently. Our goal is to deliver the best possible service experience for all customers, with special attention given to those who have chosen our Pro and Plus plans.
Why is your program better than doing the inspections in-house?
Our Customer Service Agreements (CSA) excel in providing methodical and recurring asset inspections, utilizing our extensive technical expertise across various applications, industries, and services. By detecting equipment issues early on, we can prevent them from becoming major problems, leading to reduced downtime, increased throughput, extended equipment lifespan, and improved safety.
Our CSA plans are particularly suited for customers who prefer to delegate these services to an external partner with technical expertise, rather than maintaining an in-house team. However, we acknowledge that some customers, based on their size, operating requirements, and available resources, may find it more advantageous to handle these inspections with an in-house team. We aim to offer a flexible solution that best aligns with each customer's specific needs and preferences.
Do you have a Master Service Agreement (MSA) with us?
To determine if your company has a Master Service Agreement (MSA) with OTC Industrial Technologies, please get in touch with our representatives. They will be able to provide you with the relevant information and address any inquiries you may have about the MSA status. Feel free to reach out to us, and we'll be happy to assist you with this matter.
How will your technicians affect the safety of my plant?
Our technicians are trained to adhere to the safety procedures of our customers' sites diligently. They are highly vigilant in identifying and promptly communicating any safety hazards they may encounter during their inspection process. Our utmost priority is to ensure the safety of your facility and its workforce, and our technicians play a critical role in maintaining a secure working environment while providing professional-grade service.
What resources would you need from me? Do I need to assign a person of my team to tag with the OTC technician while doing the inspections?
During the initial plant audit (a.k.a., equipment listing), we ask customers to assign one person who can show our technician where the assets covered by the Customer Service Agreement (CSA) are located and can provide information about those pieces of equipment.
During the monthly asset inspections, our technicians may need a minimum level of support from your team. This may include providing access to the site and allocating space to store their toolbox during the visit. However, you are not required to assign a person from your team to accompany the OTC technician during the inspections. Our technicians are trained and equipped to conduct the inspections independently, and we aim to minimize any disruption to your team's daily operations while ensuring a smooth and efficient inspection process.
Can you do this on a second or third shift?
No, the services included in the Customer Service Agreement (CSA) are limited to normal business hours, which are Monday to Friday, 7:00 a.m. to 4:00 p.m. local time. If services are requested outside of these hours, additional charges will apply. The extra charges are based on specific time frames:
• Monday to Friday, 4:00 p.m. to midnight, and Saturdays from 7:00 a.m. to midnight: Time and One-Half Rate.
• Monday to Saturday, midnight to 7:00 a.m., and all day on Sundays and holidays: Double Time Rate. Holidays incur a Triple Time Rate.
What if I have more or less than 20 pieces of equipment?
Our Customer Service Agreement (CSA) plans are priced based on the number of assets to be inspected, with set prices for groups of up to 20 assets*. Unfortunately, prices cannot be negotiated downward if a customer includes fewer than 20 assets in their plan. However, customers have the flexibility to include additional assets in increments of up to 20. In such cases, the price of the chosen CSA plan will increase proportionally, corresponding to the number of asset groups selected. This structure allows for scalability while maintaining fair and consistent pricing for all customers.
*Based on “normal” distance between and access to assets – site specifics will be taken into consideration.
Does the equipment have to be running while you do the inspection?
During the monthly asset inspection, your equipment can remain operational. However, if our technicians identify any issues that require a more thorough examination, they may need to stop or run the equipment as necessary. We will always discuss and coordinate any special requests or requirements with the relevant personnel to ensure a smooth and efficient inspection process. Our goal is to minimize disruptions to your operations while ensuring a comprehensive assessment of your equipment's condition.
Can I decide the frequency of the onsite inspections?
Our Customer Service Agreement (CSA) plans include a monthly equipment inspection, which we have found to be an optimal frequency for achieving reduced downtime, increased throughput, extended equipment life, and enhanced safety. This standardized monthly inspection is consistent across all our CSA plans. However, if you believe that your company's specific needs may benefit from a different inspection frequency, please feel free to contact our representative. We are committed to assessing your situation and finding the most suitable solution to meet your requirements.
Do you guarantee that the equipment you inspect won’t fail?
OTC guarantees that it will execute the services outlined in the Customer Service Agreement (CSA) with reasonable skill, care, and due diligence. We stand behind the quality of our work and warrant that all services performed will be free from faulty workmanship for a duration of thirty (30) days from the completion of the services. For further details on OTC's warranty policies, please refer to our CSA Terms and Conditions. Our commitment is to deliver reliable and high-quality service to ensure your equipment operates at its best.
Does this service agreement affect your standard warranty, or will it extend it?
Signing up for a Service Agreement with OTC does not impact our standard warranty. The standard warranty remains in effect as stated, and the Service Agreement does not alter its terms or duration. For more detailed information about OTC's warranty policies, please refer to our CSA Terms and Conditions. We aim to provide comprehensive and reliable service while maintaining the clarity and integrity of our warranty offerings.
Do the discounts apply to all spare parts?
The applicable spare parts discount applies to all spare parts for the selected assets covered under the chosen Customer Service Agreement (CSA) plan.
Can I get a bigger discount?
The applicable discount rates per plan are fixed but vary between plans. The Standard plan does not include discounts. However, the Plus and Premium plans offer the following discounts:
| Item | Standard Plan | Plus Plan | Premium Plan |
| Monitoring | -- | 20% | 25% |
| Troubleshooting | -- | 10% | 15% |
| Labor | -- | 10% | 15% |
| Spare Parts | -- | 3% | 5% |
Will you keep an inventory of parts for my equipment?
We will work with our customers to create a recommended spare parts inventory for their identified critical assets. Our objective would be to set up this inventory on site and maintain inventory levels throughout the program life. The spare parts discount would apply to the customer’s purchase of the initial stocking plan and subsequent backfill upon use.
Are there any other fees? Per diems, travel fees, etc.?
The prices of the Customer Service Agreement (CSA) plans encompass the services specified in each plan, as per the terms and conditions. Service outside of normal business hours may incur additional charges, unless stated otherwise. If any extra parts, labor, travel time, or other charges beyond what is included in the CSA are necessary or requested, written approval from the customer, either through a purchase order or a signed acknowledgment, is required before proceeding with the additional services. We prioritize transparency and ensure that all costs are communicated clearly and approved by our customers.
What kind of training/certification do OTC’s technicians have?
Our Service Technicians have extensive Safety, OEM equipment, and in-house OTC training. OTC CSA technicians have additional training specific to the Inspections and troubleshooting tasks required for the program.
Can I get a free trial before signing up?
We are more than happy to provide sample inspection reports to potential customers interested in signing up for a Customer Service Agreement. Furthermore, if our technicians' schedules permit, we may be able to conduct an onsite sample inspection on a limited number of equipment items and share the results with the customer. Our aim is to give you a glimpse of the high-quality service you can expect from our Customer Service Agreement plans and help you make an informed decision about the benefits it offers for your business.