Annual Maintenance Service Packages

The Mantle Connect annual maintenance service package includes:

• Access to Mantle’s Customer Success organization and help desk
• Onsite Service response within 10 business days
• Software access and updates
• 50 software build credits

The Mantle Connect Plus annual maintenance service package includes:

• Access to Mantle’s Customer Success organization and help desk
• Onsite Service response within 7 business days
• Labor
• One Preventative Maintenance (PM) service visit per year
• Software access and updates
• 150 software build credits
• Replacement Parts

The Mantle Connect Complete annual maintenance service package includes:

• Access to Mantle’s Customer Success organization and help desk
• Onsite Service response within 5 business days
• Labor
• Travel Expenses
• Travel Time
• One Preventative Maintenance (PM) service visit per year
• Shipping
• Software access and updates
• 400 software build credits
• Replacement Parts

Descriptions

• Access to Mantle’s Customer Success organization, documentation, and help desk
  • Access to documentation, training materials, and digital self-help tools 
  • Telephone and email support from Mantle’s Customer Success organization during the hours of 8:00am to 5:00pm Pacific Standard Time. Customer outreach received within business hours will receive same-day response. Customer outreach received outside of business hours will receive a response on the next business day.

• Onsite Service
  • Onsite Service response time is measured from the date that Mantle and Customer conclude that the Mantle Product is not printing or sintering to specification and requires Service personnel to visit Customer location to further diagnose and/or implement a corrective action to restore functionality.
  • If Mantle is unable to meet the Onsite Service response time specified in the annual maintenance service package, Mantle will operate its own printers and furnaces to produce components for Customer until such time that Mantle completes the Onsite Service. Customer is responsible for the cost of Materials for such prints.

• Labor
  • Labor includes the time required by Mantle field service personnel to perform Onsite Service visits.
  • The minimum Labor charge is 3 hours for any Onsite Service visit.

• Travel Expenses

• • Travel expenses include transportation, lodging,  and food.
  • Travel Expenses are Mantle’s estimated costs plus 20%. Estimated costs are based on typical travel to specific regions, as described in the Price List. 

• Travel Time
  • Travel Time costs include the time to travel between Mantle’s field service office and the Customer’s site for Onsite Service. Travel Time costs will be billed at a discounted hourly rate which will not exceed $800 per Onsite Service visit in the United States. There is no maximum charge for Onsite Service visits to Customer sites outside of the United States.

• Preventative Maintenance Service visits
  • Preventative Maintenance Service visits include the Replacement Parts, Labor, Travel Expenses, Travel Time, and Shipping costs required to perform this service. Preventative Maintenance Service visits do not include any costs associated with performing additional services while onsite. 

• Shipping
  • Shipping costs include the cost of shipping parts and repair toolkits, including toolkits used by Mantle to perform Onsite Services. Shipping costs will be billed as actual shipping costs plus 20%.

• Software Build Credits
  • Software Build Credits are consumed each time Customer executes a Build that successfully generates g-code for toolpaths within their Mantle software environment.
  • Software Build Credits are allocated annually based on the service package. Unused Software Build Credits expire and do not roll over into the next year’s service term. 
  • If Customer consumes all Software Build Credits before the service term expires, Customers may purchase additional credits according to the cost schedule in the Price List. 

• Replacement Parts
  • Replacement Parts include components specified by Mantle that can be repaired, replaced, or refurbished. A complete listing of Replacement Parts and their prices can be found in the Price List.
  • Replacement Parts are included in certain service packages, but only when the need for repair or replacement is caused by normal operating circumstances. In the event of neglect, misuse, or operations outside of standard operating procedures, Customer is responsible for the cost of Replacement Parts.
  • Replacement Parts do not include new components released by Mantle that provide improvements in functionality or performance and are released after installation of Products.  
  • Replacement Parts do not include Consumable components, which experience routine wear-and-tear, fall out of operating conditions, or become depleted. Some Consumables may be purchased from Mantle according to the cost schedule in the Price List. Other Consumables may be purchased directly from third parties. Consumable components include, but are not limited to, the following:
    • Printer
      • Fume extractor filter elements
      • Dust vacuum filter
      • Way oil or grease
      • Dispenser needles
      • Continuous dust vacuum bag
      • Tool holders, cutting tools, chip fan, or reference tool
      • Vacuum shroud tips
      • Build plates
    • Furnace
      • Retort
      • Sintering base plates
      • Sintering alumina plates
      • Scaffold components
      • Heating elements
      • Vacuum oil mist filter

Restrictions and Other Terms

• Annual Maintenance Service shall not be applicable, and Customer must pay applicable charges for service,  if service is required due to Products, Ancillary Products, Materials, Software or Services having been modified or altered, in any way by Customer or others; (b) maintenance or use of Products, Ancillary Products, Materials, Services or Software by Customer or others other than in accordance with recommended procedures; (c) use of Products and Ancillary Products with Materials other than those sold to Customer by Mantle; (d) items made by Customer using Products, Ancillary Products, Materials, Services or Software, including without limitation the suitability of Products, Ancillary Products, Materials, Software and Services for making such items; or (e) any action or inaction by Customer or others that may adversely affect the condition of Products, Ancillary Products, Materials, Software or Services. 

• Mantle may determine at its sole discretion whether any of items (a) through (e) above has occurred. 

• Maintenance for which Customer is responsible, and for which Mantle has no responsibility, is specified in the customer maintenance documents for printer and furnace.

• Customer locations with multiple printers and/or multiple furnaces must purchase the same Annual Maintenance Service Package for all Products. Mantle may prorate the Contract pricing for additional Products to coincide with the time remaining on the original Annual Maintenance Service Package term. 

• Customer receives the Mantle Connect Complete annual maintenance service package for the first year after commissioning at no extra cost.

• If Customer does not notify Mantle of which Annual Maintenance Service package it elects to purchase within 60 days prior to the anniversary of the commissioning date, Customer’s Annual Maintenance Service package will default to the Mantle Connect package and Customer will be invoiced accordingly.

• Annual Maintenance Services Packages and Terms and Conditions are subject to change.

Pricing

• See the Mantle Price List