Global Services

Your Needs. Our commitmentThe focus of business has shifted. Building relationshipswith clients and finding ways to attract new ones havebecome as critical as procuring the latest technologyto stay competitive. Printing isn’t just about deliveringprint jobs. It’s about offering a wider variety of servicesso you can satisfy more of your clients needs. Andbecause buyers want higher quality faster and lessexpensively, you can’t afford to have anything lessthan a seamless manufacturing operation. Yet, technology continues to evolve. Performance criteriachanges continuously. Keeping your staff up to speed isan ongoing process. And optimising the workflow isnecessary to keep costs down and stay profitable.That is why Agfa has assembled the broadest array of

services in the industry—from product installationsand systems integration to expert training and continuous improvement programmes. Our commitmentis to keep your workflow moving at peak performanceand to help you respond to all your clients needs, soyou can focus on them—your company’s most important asset.

Global Services

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Services designed to help you get ahead

and stay ahead

Global Services is a critical component of Agfa’s total solutions commitment. Providing advancedtechnologies is one half of the equation. Offeringservices that will optimise their performance is theother. Our state-of-the-art technical and expert services extend beyond Agfa products to provide atotal workflow solution. So you can operate efficiently and profitably. When you put your serviceneeds in our hands, you’ll have only one phone callto make and you’ll have our commitment to help youget ahead and stay there.

Unlimited ConnectivityWe can design a network to fill your individual needs—whether you are looking to connect two machines,install a WAN connection or construct a multiple-sitenetwork.

Process Expertise Keeping up to date about new technology is a full-time job.Our specialists understand your needs and are fullyversed in the latest offerings. They’ll keep you fullyinformed about the latest advances and help you decidewhat you need to achieve your goals.

Continuous Improvement Improving workflow performance is a continuousprocess. Agfa designs modular and scalable systems soyou can add functionality and upgrade performance asyour needs change. Agfa technicians will analyse yourrequirements and continually upgrade your softwareand hardware for continuous improvement.

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Seamless Technical Support With clients demanding faster turnaround, you cannotafford down time. That’s why our technical supportteam can perform diagnostics and repair systems onsiteor online, so you won’t ever have to worry about missinga deadline.

Audits and ConsultationWhere are the bottlenecks and how can you gain efficiencies from your current workflow? Our experts will show where and how.

Academy TrainingThere is more to training than teaching someone how tooperate equipment. Agfa trains your staff to understandprocesses so you can get more out of the equipment andmore out of your people.

Spare Parts AvailabilityIf your equipment requires a spare part, you don’t wantto be kept waiting. Agfa spare parts depots are strategicallylocated for rush delivery.

Knowledge Warehouse Even if you have skilled technicians in house, Agfa provides a wealth of online knowledge so they can troubleshoot quickly and effectively or download software to keep system software up to date.

Shared Maintenance If you run a large company you probably have a full-time support staff. Agfa offers a shared maintenanceprogram to help your technicians solve complex andspecialised problems.

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A World of Services…To Meet Your Needs

Technical ServicesInstallationToday hardware, software and consumables are inextricably linked. So keeping them up to date is criticalfor an efficient workflow. When upgrading requires aspare part, a firmware or software update, onsite installation is often the best route. Agfa makes it easyand carefree. If the software upgrade provides newfunctionality, Agfa technicians will provide on-the-spotoperator training.

System and Network IntegrationNetworks need to be linked and different operating systems need to communicate. Agfa network specialistswill integrate your new system and your software intoyour workflow. They’ll connect Agfa with non-Agfa systems to make the most out of new and existing technology. Using JDF technology, they will also workclosely with your technicians or IT professionals to create a seamless company-wide network.

Technical ServicesTechnical Services describes the suite of technicalsupport services designed to keep your equipmentand software systems running smoothly. We providecomplete quality assurance for every element of yourworkflow—consumables included—so you can enjoythe confidence you need to grow your business andstay ahead of the competition.

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A World of ExperienceWe understand that every print operation is different,with different service requirements. We also understandthe very distinctive requirements of commercial, newspaper and package printers. After all, we deliverCtP services to 70% of the world’s newspapers. Andwe’ve been serving commercial and package printerssince well before the digital revolution. We’ll continueto be there with guaranteed results thanks to our expertengineers, strategically located parts depots and fastresponse times, 24 hours a day, seven days a week.

Preventive MaintenancePreventive maintenance programmes lets you choose apredefined number of visits for Agfa technicians to perform system maintenance. Agfa technicians willinspect hardware and software performance and makenecessary updates or repairs. They’ll review your methods and recommend new ways to improve theprocess. They’ll also monitor ambient conditions such astemperature and humidity which can cause systems tomalfunction.

System RepairsEventually parts wear out or unexpected disasters cancause damage. Agfa offers customised contracts to covermaintenance, repair and product upgrades so you’ll beable to maintain an uninterrupted workflow economically.

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Onsite TrainingAgfa’s comprehensive programmes go beyond hardwareand software training. They motivate your employees,giving them ownership in the process and pride in theirwork. We’ll analyse your organisation then recommenda programme tailored to meet your needs. We also provide instruction on optimising non-Agfa applicationsand workflow systems. A complete training programmewill improve overall productivity and help you to gain a competitive edge.

The AcademyThis is Agfa’s centre of education. Although, it isn’thoused in any one place. It exists at an Agfa location oronsite at your facility. We bring training and educationalprogrammes to you in one-on-one and classroom setups.So that you can experience minimum interruption andschedule programmes at your convenience.

Expert Services

Expert ServicesExpert Services are consultative and educationalservices designed to provide your organisation withthe level of expertise you need to keep your operationproductive and profitable. Keeping your goals inmind, our consultants examine every aspect of yourworkflow and identify ways to improve performanceand overall productivity. And our training experts gowell beyond product basics to cover process and production issues. Your operators will learn morethan how to operate a machine; they’ll know how tooptimise the production process and help you tomeet your clients’ growing needs.

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Application ServicesAgfa offers a suite of support services for specific applications—including project and workflow management, colour management, and more.We provide expert application support onsite, onlineand by telephone to help you through a procedure or todownload a software update. Because we know that your work day doesn’t end afterthe daytime shift, we developed the Alert after-hoursprogramme. Agfa’s equipment experts are availablethrough remote connections to diagnose and provideassistance. They’ll even order a part, if needed to arrivethe following morning along with a technical expert.For the greatest assurance that your operators have theassistance they need, we’ll combine all application assistance in a single contract.

Online NewsletterStay informed and keep your staff up to date by subscribingto Agfa’s online Global Services newsletter. They’ll gettechnical tips and news that will help them keep on topof the latest technical advances.

Consulting ServicesAgfa brings its proven expertise to your organisation.We start with a careful appraisal covering every aspectof your operation—from the networking infrastructureto the physical layout, even the plumbing. Next, weidentify areas that warrant improvement and then recommend ways to optimise every element in the workflow. Our recommendations cover project management, information technologies, and integratedsystems design. We offer advice on support services and performance specifications. We show you how the latest

technologies, such as JDF, can extend the benefits ofautomation beyond prepress and into your businessprocesses.We’ll handle the difficult task of colour management by setting it up and showing you how to make it workflawlessly. Whatever your workflow needs, Agfa’s GlobalServices has a solution. We even evaluate your ROI andensure that you are making efficient use of investments,employees, and time. So you can reach your businessgoals faster and more profitably.

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InstallationOur remote capabilities allow us to install hardwarefirmware and update software online. Our technician willcommunicate with your operator by telephone while theyare online and during the installation.

Preventive MaintenanceSoftware agents are the newest and often most effectiveway of maintaining your system. These little softwaremodules monitor your hardware and software and capture system information such as available disk space.They can even take the internal temperature of yourserver. Our expert service engineers can then analysethe data and identify possible problems, speed degradationor performance problems—before they happen.

Remote ServicesHaving to produce more jobs more quickly leaves noroom for error. Agfa offers a comprehensive programmeof telephone and online support. With an Internetconnection, we can perform remote diagnostics,walk your operator through a repair or downloadsoftware patches instantly.

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Online MonitoringPersistent problems are intermittent in nature and difficultto see at the first intervention. With online monitoring,the system can record all the events as they occur andidentify what caused the problem.

Remote Site ManagementManaging a multiple-site network is complex to say theleast. Having a knowledgeable person onsite at the righttime isn’t always possible. We can help. Our engineershave in-depth systems knowledge and process expertiseyou can rely on. With our Technical Assistance Centre (T@C) services,you get instant access to Agfa experts that know yourworkflow and who can work with you to determine thesolutions you need. They can even offer help throughthe Technical Assistance Centre so you’ll have instantaccess when you need it most, even after hours.

System RepairsEven if you have an onsite service agreement, the firststep is analysis by telephone. Often repairs can be handled online by downloading a software patch or bysimply changing a setting—our goal is to give you thefastest possible service to keep you up and running at alltimes.

The :Odyssey SystemDesigned for remote CtP diagnoses, the :Odyssey systemhas been in use at customer locations throughout theworld. So we have years of experience solving problemsremotely. The system comprises a PC and diagnosticsoftware. Using the telephone and a web browser anAgfa engineer can instruct your operator to make arepair or we can download a software patch that willsolve the problem.

Taking Advantage of Agfa’s GlobalServices NetworkTaking advantage of Agfa’s Global Services network iseasy. Your Agfa local service organisation will work withyou to evaluate your needs and propose a contract orservice agreement that’s perfect for your company. You can choose a preventive maintenance agreement, a technical service contract, a remote diagnostics system or an ongoing training programme. Whichever isright for you, you can rest assured that by putting your service needs in our hands you operation will never missa beat.

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The Global Network…An Unfailing System of Checks and Balances.

headquarters fly in or provide their expertise online.While the region and headquarters escalation paths arerarely needed, Agfa maintains this globally connectednetwork to give you peace of mind. So you know that noproblem will ever go unsolved.All of our service engineers are thoroughly trained byproduct engineers and applications specialists at Agfa’sheadquarters in Mortsel, Belgium. They also have accessto Agfa’s central database, so if a problem arises they’venever seen before, more than likely they can find another engineer who has.

Regardless of the need, every service call is registeredand followed up electronically. So we are absolutelysure the problem is solved. And that you’ll have the kindof service you need to stay ahead.

Agfa’s worldwide network of service professionalsprovides an unfailing system of checks and balances.Our service network begins with you. Each Agfa subsidiary (in 40 countries) operates a local serviceorganisation to provide direct onsite and online support. And every service group oversees a networkof strategically located parts depots.Agfa’s regional headquarters in Europe, NorthAmerica, Latin America and Asia-Pacific—providethe next line of service. If a problem still can’t besolved, service engineers from Agfa’s worldwide

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Online ServicesWhy is it that disaster occurs only at the worst possibletime—when your biggest client is relying on you to dothe impossible. At times like this, you can’t wait for aservice engineer to arrive onsite. That’s why Agfa offersa comprehensive suite of online technical support. Witha remote services contract, you’ll be able to accept rushjobs and profit from them.

Technical Expertise Technology is what we do best. We thoroughly understandits demands and know how to make it perform to thehighest standards. Our technicians are continually trainedto understand all the nuances of production as well as theintricacies of the technology. So let us help you. So youcan do what you do best.

The Power of PrintPrint is your livelihood. And ours. So it is our mission toprovide services that will make print technology reliableand efficient, so you can lower the cost of ownershipand get the absolute most out of your entire productionworkflow. Our experts will train, motivate and keepyour staff informed, so you can be self sufficient, costeffective and profitable—and get more out of the powerof print.

www.agfa.com© Copyright 2004 by Agfa-Gevaert N.V. All rights reserved. Printed in Belgium. AGFA and the Agfa rhombus are registered trademarks of Agfa-Gevaert AG.All product specifications are subject to change without notice. Appearance of equipment ordered may differ from that equipment shown in photographs.

NF78Z GB 00200712

Global Services