CUSTOMER CARE
- Submit a Services Request
- China
+86 21-5131-7066
8:30am to 5:30pm
- Europe
+49 3641-4821-222
8:00am to 5:00pm CET
- Japan
+81 45-477-5570, ext 22
9:00am to 5:30pm
- Korea
+82 31-288-2500
9:00am to 6:00pm
- North America
800-FOR-GUTS
(800-367-4887)
U.S. toll free
8:30am to 6:30pm ET
- Singapore
+65 6464-1481
9:00am to 6:00pm
- Taiwan
+886 3-552-5258
9:00am to 6:00pm
- AFTER HOURS
Contact Technical Support
Brooks offers a choice of flexible service agreements, known as TrueBlue, that can be customized based on the way you do business. When you place your trust in Brooks TrueBlue service agreements, we work tirelessly to produce exceptional results to uphold your confidence and earn your long-term loyalty.
Winning your trust means building upon a relationship that speaks to your individual needs. That’s why every TrueBlue service agreement begins with a detailed analysis of your specific requirements. Once we have a clear understanding of your needs and expectations, your Account Manager and Customer Service Engineer will help you develop a TrueBlue program that best suits your desired service strategy.
Three levels of customizable TrueBlue Service Agreements
- BasicBlue: Providing our most basic level of support, BasicBlue agreements focus primarily on preventative maintenance management.
- PerformanceBlue: Providing mid-level support, PerformanceBlue agreements reduce unscheduled downtime using predictive maintenance techniques. These are most popular service agreements, powered by the GOLDLink® e-Diagnostics predictive maintenance tool.
- UltimateBlue: Providing our highest level of support, UltimateBlue agreements guarantee specified fab productivity and uptime levels through dedicated Brooks support resources.
Find out how we can tailor a service program — incorporating components ranging from on-site CSEs to e-diagnostics tools — designed to increase your system's uptime, improve throughput, and ensure output quality and consistency for the perfect blend of price, performance and productivity.
The Brooks Global Services organization provides a range of support services to Clients from standard product packages, basic helpdesk and preventative maintenance activities through bespoke support contracts tailored to specific Client requirements:
- Priority Technical Telephone Support – Brooks provides telephone support services from local engineers with a full back-up service from our engineers around the world
- System Preventative Maintenance – Brooks engineers perform preventative maintenances on units and systems
- HVAC and Third Party Preventative Maintenance – Brooks can provide preventative maintenance on HVAC systems and third party equipment. Brooks Global Services can also provide total support management packages for integrated systems
- Remote Diagnosis – Brooks engineers work with Client provided access tools to allow software and hardware issues to be investigated, diagnosed and often corrected remotely
- Software Support is provided at varying levels tailored to the Client’s own internal IT standards
- Site Support – If there is a need for a site visit, software and hardware service engineers who have expert knowledge of the system are available to attend the customer premises
- Call-out response times are defined in collaboration with Clients to ensure that system performance meets operational needs
- Support Options – The options table presents a list of support activities that can be provided by Brooks’ Global Services: a set of options can be tailored to meet specific operational commitments
Help Desk
Our helpdesk provides telephone support to diagnose or resolve Customer equipment related problems.
Remote Access
Remote Access (RAS) enables reliable and secure access to Brooks’ systems installed at Customer sites:
- To troubleshoot the system
- To provide Customer support
- For system monitoring (upon Customer request)
- For servicing of Brooks software tools
- Remote Support
- Remote Support is useful both during maintenance and repair service visits for troubleshooting, prognosis, set-up and test operations as well as for updates.
Remote Support is initiated and carried out from our offices and can be contracted also as a 24/7 service.
Maximum Response Time
This is defined as the time span between the receipt at Help Desk points of contact for problem notification and the return call or e-mail by a Brooks Service Technician for the purpose of Remote Access Support or telephone Technical Support.
Maximum Time for On Site
This is defined as the time span between the receipt at Help Desk points of contact for problem notification and the arrival of Brooks’ personnel at the Customer site.
Preventative Maintenance
The Service Support Contract Fee includes a defined number of scheduled Preventative Maintenance Visits per year. Normal routine maintenance will be performed by the Customer.
Preventative Maintenance includes:
- On-site service labor to perform the Preventative Maintenance Visit
- Inventory of required replacement parts at Brooks
- Periodic replacement of parts as defined in the Maintenance Check List for each piece of equipment
- Travel Time and Expenses
On-Site Repair Time
On-site labor can be covered under a service contract if this option is selected. This category includes the labor to perform a repair.
On-Site Repair, Travel Time and Expenses
This service includes the labor and all costs while travelling to and from the Customer site for work on equipment covered by the Service Agreement.
Replacement Parts
Replacement parts can also be included as part of a Service Agreement subject to certain constraints.
Wear Parts
Wear Parts can be included in the cover of a Service Agreement.
