In general, the After-sales Service Agreement supports and provides warranties for service, training, or repair and upgrades of the purchased goods. Such an agreement ensures the smooth operation of equipment post-purchase. It defines responsibilities, guarantees quality service, and builds customer trust.

How It Works

An after-sales service agreement includes essential components. It outlines the scope of services, response times, and terms of payment. The After-sale Service Agreement specifies what services the supplier will provide. These services may include maintenance, repairs, and inspections. The document also details the customer’s obligations, such as proper equipment use and storage.

Customer Responsibilities

Customers must operate the equipment as per the supplier’s manuals. They need to follow all maintenance schedules and safety guidelines. Proper storage of spare parts is also the customer’s responsibility.

This prevents damage and ensures the equipment’s longevity. Customers must train their personnel to use the equipment safely. The supplier usually approves the trained personnel’s capability. This ensures they meet the necessary standards.

Supplier Responsibilities

The supplier ensures the provision of high-quality parts and materials. They comply with all relevant laws and safety standards. Suppliers must provide timely updates on the service status. This includes any potential delays or issues. The supplier is also responsible for inspecting and checking the equipment periodically. They provide detailed reports based on these inspections. During the guarantee period, suppliers handle all replacements and repairs at no cost to the customer. Post-guarantee, suppliers continue offering maintenance and repair services, with costs borne by the customer.

Time of Performance and Acceptance

The After-sale Service Agreement defines service timelines, though these are often estimates. Binding time periods require precise determination and mutual agreement. In case of delays, liquidated damages may apply. Once services are complete, customers must accept them. Acceptance may include a test run. Any defects must be rectified by the supplier. If the customer refuses acceptance, it must be due to major defects only.

You may find a piece of useful information here:

• After-Sales Service Support: Examples and Best Practices
• Service Level Agreement
• Technology Service Agreement (TSA)
• Supply Agreement

References

1. International Organization for Standardization (ISO) – ISO 9001:2015 Quality Management Systems – Requirements
   Defines international standards for quality assurance and service performance, forming the basis for structured after-sales procedures.
2. European Committee for Standardization (CEN) – EN 13306:2017 Maintenance Terminology
   Provides standardised definitions and classifications for maintenance and service activities in industrial operations.
3. International Electrotechnical Commission (IEC) – IEC 60300-3-14: Dependability Management – Maintenance and Maintenance Support
   Establishes technical guidelines for reliability, preventive maintenance, and service performance assessment.
4. Engineering Toolbox – Maintenance, Repair, and Overhaul (MRO) Concepts Explained
   Offers practical insights into maintenance systems, inspection routines, and repair responsibilities in engineering contracts.