GCO 'HOW TO' GUIDE

What is GUTS® – Guaranteed Up-Time Support GUTS is Brooks Automation’s rapid response system.  Operating 24X7X365, the GUTS telephone support line gives you access to technical support, parts sales, product repairs, and product exchanges. Click on the GUTS logo from any page and you will be directed to the local GUTS telephone numbers.  Every call to our GUTS line is answered by a capable, empowered Brooks Automation professional who has the resources to diagnose the customer problem and guarantee a solution will be in place in 59 minutes or less.  But GUTS is more than just a telephone response.  GUTS is an expression of our corporate culture that reaches every part of our organization and signifies the commitment we have to your success.  Where ever you see the GUTS logo you can be assured that your support needs are in good hands with Brooks.

What is an SR (Service Request) Brooks Automation Technical Support tracks every call and or e-mail a customer makes to Tech Support with a Service Request ticket. Each Service Request receives a reference number which allows us to track your problem effectively. It is helpful to record your Service Request number so that it can be referenced in the future.

Checking status on an SR ticket (Service Request) To check on the status of your SR ticket, simply call your regional GUTS number and you will be connected with someone who can report the current status of your Service Request ticket. It is helpful if you have your SR number ready.

How to contact Technical Support Brooks Automation Technical Support can be reached via our 24X7X365 GUTS line. Depending on your region, the number will vary and the option may vary. Regional GUTS number can be found under the ‘Emergency Support’ link on the left nav bar, or you can find the regional numbers through the ‘Contact Us’ link on the left nav bar.

What information you should have ready when you call tech support When you contact Technical Support, please have the following information ready to help us expedite a resolution: - Serial Number - Model number/ name of tool - Brief description of issue - Location of issue - How long has this been going on?

GUTS vs. e-mail requests Inquiries that are received via e-mail are handled in a less urgent manner. Typical e-mail response is about 24 hours. So, if you have an emergency or a tool-down issue you should contact Brooks Automation via the GUTS telephone support line.

How to find status online for Spares orders Brooks Automation has made it easy to track the real-time status of your Brooks spare parts orders with our on-line eSpares log in. With this on-line tool, you can check the scheduled ship date of your Brooks spare parts orders, find the tracking number and carrier information for items that have already shipped, and download your order information to Excel to generate your own reports. Use the following link to access eSpares. (http://www3.brooks.com/eBiz/access/index.cfm?fuseaction=login&StartApp=eSpares)

How to find status online for in-house Repair orders Brooks Automation has made it easy to track the real-time status of your Brooks in-house repair order with our on-line eRMA log in. With this on-line tool, you can get up to the minute information on where your order is in the repair process and when it is expected to ship to you. When you use this tool be sure to have your RMA number available. Use the following link to access eRMA. (http://www3.brooks.com/eBiz/access/index.cfm?fuseaction=login&StartApp=eRMA)