Service Level Agreements

A Service Level Agreement That Evolves With Your Business

Every production environment is different, and so are your operational priorities. That's why CSi Service Level Agreements are built around a flexible five-level framework, allowing you to choose the level of support that best matches your business today while providing a clear path for future growth.

Built on the expertise of the engineers who design and manufacture your palletising systems, our Service Level Agreements range from responsive, on-demand support to a strategic partnership focused on continuous performance improvement.

One Partner. Five Levels of Support.

Our five service levels are designed to match your operational maturity, maintenance strategy, and business objectives.

The 5 levels are:

ESSENTIAL - Inspection & labour
CARE - Support & repair
STABILITY - Inspection, labour, support & repair
PERFORMANCE - Performance optimisation
PARTNERSHIP - Outsourced outcomes

The ESSENTIAL and CARE packages each provide a distinct service offering. From STABILITY onwards, every level builds on the services included in the previous package, creating a structured path towards higher equipment performance and reliability. View the complete overview below.

Built Around Your Operational Maturity
Our Maturity Scan Tool evaluates your current service approach and recommends the Service Level Agreement that best aligns with your objectives, whether your priority is cost control, operational stability, performance optimisation, or a fully outsourced lifecycle partnership.

For example, organisations focused on controlling maintenance costs may benefit from the ESSENTIAL package, while businesses aiming to optimise Total Cost of Ownership (TCO) typically achieve greater value with our PARTNERSHIP package.

Supporting Long-Term Equipment Performance
Selecting the right Service Agreement helps improve Overall Equipment Effectiveness (OEE) by supporting:

Equipment availability through structured inspections and maintenance
Faster response through defined support and repair coverage
Continuous performance optimisation
Predictable maintenance planning
Long-term asset performance through strategic partnership

Integrated Lifecycle Support
Your Service Agreement connects seamlessly with CSi maintenance, spare parts, training, remote services, modifications, and consultancy, providing a single, coordinated service solution throughout the lifetime of your palletising systems.

Explore our five Service Agreement packages below to find the level of support that's right for your operation.

1. ESSENTIAL

Your First Line of OEM Defence
For customers who want dependable OEM access, without a fixed commitment.

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ESSENTIAL is the foundation: a transparent, pay-as-you-go way to access genuine OEM expertise, spare parts, and scheduled inspections, instead of relying on uncoordinated break-fix support. You keep full flexibility and cost control, while gaining a direct line to the people who know your system best.

What's included:

On-request call-out support from OEM engineers, at clear, agreed rates
Scheduled inspections with documented findings and recommendations
Access to OEM spare parts with transparent pricing and delivery performance

Best for: teams with some in-house maintenance capability who want cost control and the security of expert backup when it counts.

2. CARE

Structured Flexibility
For customers ready to convert unpredictable service costs into a controlled, predictable model.

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CARE gives you priority access to OEM support with defined response times, pre-agreed pricing, and structured oversight of your spares and system lifecycle. It replaces the uncertainty of emergency call-outs with a service model built for production-critical operations.

What's included:

Priority remote support and telephone assistance, with defined response targets
Priority on-site call-out support, tracked for first time fix performance
OEM-validated spare parts supply with annual review

Best for: operations where downtime carries real financial impact and predictability matters as much as speed.

3. STABILITY

From Fixing to Preventing
For customers who are done firefighting and ready to get ahead of failures with prevention and monitoring.

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STABILITY adds continuous visibility to everything CARE delivers. Remote performance monitoring, monthly remote connection health checks to make sure we can dial in to your system in time of need, and scheduled OEM inspection visits mean issues are caught as drift, long before they become a stoppage.

What's included:

Scheduled service inspection visits
Remote connection and performance monitoring
Monthly connectivity testing and system health checks

Best for: teams that depend on their automation for continuity and want scheduled, proactive OEM presence rather than reactive call-outs alone.

4. PERFORMANCE

Turning Reliable Into Optimal
For customers ready to convert stability into measurable output gains.

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Once your systems run reliably, the next opportunity is hidden capacity. PERFORMANCE introduces Risk-Based Maintenance and structured Root Cause Analysis, moving maintenance from a fixed schedule to one prioritised by real risk and impact, and turning recurring faults into permanently solved problems.

What's included, on top of STABILITY:

Risk-Based Maintenance (RBM), prioritising effort by failure risk and impact
Root Cause / fault and data analysis, to eliminate recurring issues for good

Best for: operations with stable, low-failure performance that want to unlock output and efficiency gains from existing assets, without new capital investment.

5. PARTNERSHIP

A Strategic Collaboration, Not Just an Agreement
For customers ready to grow capacity, validate change, and evolve their operation continuously.

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PARTNERSHIP is where service becomes shared strategy. On top of everything in PERFORMANCE, you gain capacity analysis to unlock hidden throughput, system simulation to test changes with zero production risk, and proof-of-principle validation to bring new products to market faster and with more confidence.

What's included, on top of PERFORMANCE:

Capacity analysis to identify bottlenecks and underused assets
System simulation to test layout and process changes virtually, before touching the production floor
Proof of Principle and process validation to de-risk new product and format launches

Best for: customers ready to go even further. PARTNERSHIP can be structured as an Equipment-as-a-Service (EaaS) or Performance Level Agreement (PLA), where we share direct accountability for your output and OEE targets.