Ketentuan layanan purna jual mana yang harus saya perhatikan saat menandatangani kontrak pembelian untuk mesin cetak tiup ekstrusi serba listrik?

At LEKA Machine, we see many buyers overlook critical contract details. A weak contract leaves your factory vulnerable to expensive downtime and vague support promises. We want you to avoid these pitfalls.

Focus on securing a Service Level Agreement (SLA) with defined response times, comprehensive warranties for servo components, and guaranteed spare parts availability. Ensure your contract explicitly covers free software patches for the control system lifecycle and defines clear financial penalties for service delays to minimize operational risks.

Let’s break down the specific clauses you need to negotiate to protect your investment.

How do I define clear penalties for delayed remote troubleshooting responses?

We know that "as soon as possible" isn’t good enough when your production line stops. Vague support terms cause frustration and financial loss during critical failures.

Define penalties using a tiered structure where specific response delays trigger financial credits. Establish a clear clock-start rule based on ticket submission, and negotiate liquidated damages calculated per hour of delay, deducted directly from service fees or future spare parts purchases.

structuring the Service Level Agreement (SLA)

In our experience, a contract without teeth is just a wish list. When you buy an all-electric machine, you are buying a complex integration of software and servo drives. If the machine stops, you cannot fix it with a wrench; you need immediate access to our engineers. Therefore, you must move beyond "best effort" support clauses.

You need to define what a "response" actually means. Many suppliers count an automated email receipt as a response. This does not help you. Your contract must define "Response Time" as the moment a qualified engineer actively logs into your system or starts a video call with your team.

The Penalty Mechanism

To make these terms effective, you need financial consequences. We recommend using a "Service Credit" model. If the supplier misses the guaranteed response time, they owe you money back. This is not about punishment; it is about accountability.

H3 – Severity Levels and Response Targets

You should not treat every issue the same way. A machine that won’t start is different from a flickering light. Use a table like the one below to define expectations in your contract:

By clearly defining these tiers, you ensure that the manufacturer prioritizes your emergency over another client’s routine maintenance question.

What warranty terms should I demand for expensive servo drives and motors?

Our engineering team sees servo drives last for years, but failures are costly. Standard warranties often exclude these as "wear parts," leaving you with massive replacement bills.
servo drives ¹

Demand a separate warranty schedule for critical components like servo motors and drives, extending coverage to 3–5 years. Explicitly exclude these solid-state electronics from "wear parts" lists and ensure the warranty covers labor, shipping, and replacement costs, not just the bare component.

The "Wear Part" Trap

When we build all-electric machines, we use high-end servo motors. Unlike hydraulic pumps, these motors do not have metal-on-metal friction. They are solid-state devices. Theoretically, they should last for decades. However, if they fail in year two, it is usually a manufacturing defect, not "wear and tear."
servo motors ²

Many standard contracts try to lump everything into a 12-month warranty. You must push back on this. If a $5,000 servo drive fails after 18 months, you should not have to pay for it. You need to negotiate a Split-Warranty Structure.

H3 – Differentiating Warranty Coverage

Do not accept a blanket warranty. Break it down by component type to match the expected lifecycle of the technology.

• Mechanical Structure: 5 Years (Platens, frame).
• Servo Systems: 3-5 Years (Motors, drives, inverters).
• General Parts: 1 Year (Sensors, HMI, fuses).

Covering the "Hidden" Costs

A free replacement part is not enough if you have to pay $3,000 for shipping and an engineer’s flight. Standard "Parts Only" warranties are dangerous for international buyers.

You should require that for the first 24 months, the warranty is Luas. This means if a servo motor fails:

1. The manufacturer provides the new motor for free.
2. The manufacturer pays for air freight (not slow sea freight).
3. The manufacturer pays for the technician to install it (or pays for remote guidance).

This shifts the risk back to the builder. If we know we have to pay for shipping, we will make sure the part is perfect before it leaves our factory.

Should I require a guaranteed list of spare parts to be stocked locally or shipped within 24 hours?

We often rush parts to clients who didn’t plan ahead, but international shipping delays are real. Relying on luck for critical spares is a dangerous strategy.

Yes, require a guaranteed availability clause for "Tier 1" critical spares. Negotiate a consignment inventory agreement for high-value proprietary parts to be kept at your facility, while enforcing strict 24-hour dispatch performance metrics with penalty clauses for common consumable items.

The Logistics Reality

Writing "ship within 24 hours" in a contract feels safe, but physics and customs often disagree. If your factory is in Texas and the supplier is in China or Europe, "shipping" on Friday might mean "arriving" on Wednesday. For an all-electric machine, a blown inverter means zero production until the new one arrives.
Source Code Escrow ³

H3 – The Consignment Solution (Crash Kits)

For the most critical items, we recommend a Consignment Inventory approach. This is the gold standard for risk management.

• How it works: The manufacturer sends a "Crash Kit" (Drive, CPU, Power Supply) to your factory.
• Biaya: You do not pay for these parts yet. They sit on your shelf, but they still belong to the manufacturer.
• The Trigger: You only pay when you break the seal and use the part.
• The Benefit: You have zero lead time (instant fix) without tying up your cash flow.

Categorizing Your Spare Parts Risks

You cannot stock everything. Use the table below to decide which parts need which contract terms:
security hole ⁴

Handling Obsolescence

Electronic parts change fast. Your contract must include an Obsolescence Clause. The manufacturer must notify you at least 6 months before a critical part (like a servo drive model) is discontinued. They must also guarantee that a "compatible replacement" will be available for at least 10 years.

How can I ensure the contract includes free software updates for the control system?

In our software department, we constantly patch bugs and improve security. Paying for these essential fixes feels unfair and adds unexpected costs to your budget.
Obsolescence Clause ⁵

Include a lifecycle software clause that guarantees free maintenance updates, bug fixes, and security patches for the machine’s operational life. Distinguish these mandatory fixes from optional feature upgrades to prevent "software lock-in" and ensure long-term compatibility with replacement hardware.

zero lead time ⁶

Software is the New Hardware

On an all-electric EBM machine, the software is the machine. If the code has a bug, the machine might crash or produce bad bottles. You must treat software as a deliverable with a warranty.
Consignment Inventory ⁷

Many suppliers try to charge annual "service fees" just to keep the machine running. You need to separate Updates from Upgrades in the contract language.

H3 – Defining "Free" vs. "Paid"

• Maintenance Updates (Must be Free): These are fixes for things that are broken or dangerous. If the machine’s operating system has a security hole, or if the parison control logic has a glitch, the fix must be free forever. This is correcting a defect.
• Feature Upgrades (Can be Paid): This is new value. If the manufacturer releases a new AI energy monitor that wasn’t there when you bought the machine, it is fair to pay for it.

The "Lock-In" Protection

A common issue we see is Hardware-Software Compatibility. Imagine 5 years from now, a servo motor fails. You buy the new version of the motor. The machine says, "Error: New Hardware Detected," and refuses to run unless you pay $2,000 for a software upgrade.

This is a hidden cost. Your contract must state: "Software updates required to support official replacement parts shall be provided at no cost." This ensures you are not held hostage just to perform a repair.
wear and tear ⁸

Source Code Escrow

Finally, ask this hard question: "What if you go out of business?" If the manufacturer disappears, who fixes the software?
manufacturing defect ⁹

For expensive machinery, you should ask for a Source Code Escrow clause. This means the manufacturer deposits the source code with a neutral lawyer. If they go bankrupt, the code is released to you so you can hire a freelancer to keep your factory running.

Kesimpulan

Don’t just buy a machine; buy a performance guarantee. Strong contracts prevent future headaches.
solid-state devices ¹⁰

Catatan kaki

1. Defines the electronic amplifier component controlling the motor’s motion. ↩︎
   

2. Explains the rotary actuator used for precise control in electric machines. ↩︎
   

3. Describes depositing code with a third party to mitigate supplier risk. ↩︎
   

4. Defines software weaknesses that require mandatory patching. ↩︎
   

5. Addresses the risk of parts becoming unavailable or outdated. ↩︎
   

6. Explains the elimination of delay between ordering and receiving parts. ↩︎
   

7. Defines the stock model where the supplier retains ownership until use. ↩︎
   

8. Explains natural deterioration excluded from standard warranties. ↩︎
   

9. Defines flaws occurring during production covered by warranty. ↩︎
   

10. Describes electronics with no moving parts, relevant to durability. ↩︎