24/7 service contracts...guaranteed phone availability 24/7 availability 24/7 availability 24/7...

Service & maintenance - HEINEN & HOPMAN 2020 © 1Service & maintenance - HEINEN & HOPMAN 2020 ©1 Ventilation Air Conditioning RefrigerationHeating

PROVIDED BYHEINEN & HOPMAN

Inside22ºC

OUTSIDE35°C45°C

HUMIDITY90%40%

24/7 SERVICE CONTRACTS24/7 SERVICE CONTRACTSServices

Service & maintenance - HEINEN & HOPMAN 2020 © 1Service & maintenance - HEINEN & HOPMAN 2020 ©1

COMPANY INTRODUCTION

Heinen & Hopman is a reliable partner in the global maritime sector, offering top quality products and service in the field of climate control (HVAC & Refrigeration). The no-nonsense and entrepreneurial character of the founders who established the company in 1965 is still one of the main cornerstones of Heinen & Hopman. We support our clients using our knowledge and experience by realising the best possible climate control solutions; either fully customised or with varying degrees of standardisation. Like our clients, we are continuously active on a global scale to ensure that we can always be of service. We are also constantly searching for sustainable innovations as we aim for the best and very latest solutions in collaboration with our clients. Heinen & Hopman is critically aware that a company’s greatest asset is its employees – it is they who represent the added value of our business. Our goal is to continue to expand in the global market for maritime climate control solutions in a future-proof way.

In short, you can rely on Heinen & Hopman to deploy the know-how and expertise required to solve any heating, ventilation, air conditioning and refrigeration issue onboard ships. We see complexity as a challenge, no matter where your vessel may be.

OPERATING GLOBALLY

Global networking is crucial in every line of business and the shipping industry is certainly no exception. Being able to offer the highest quality of service and products to our clients at all times and in all places is of enormous importance to us. This is why Heinen & Hopman aims to keep expanding our network and know-how and ensure we are exactly where our clients need us to be.

Americas

Europe

Asia3

Countries9

Of�ces4

Factories300Employees

11Countries

23Of�ces

4Factories

1200Employees

7Countries

11Of�ces

7Factories

380Employees

Service & maintenance - HEINEN & HOPMAN 2020 ©2

INTRODUCTION OF SERVICES

Heinen & Hopman knows your vessel or structure is an investment in creating a perfect way of spending your rare spare time in life. The air conditioning system has a great impact on the ambience and comfort onboard. When stepping indoors, you expect to chill out in an area with the right temperature and humidity level. Furthermore, the air conditioning should be whisper quiet and - most importantly - work perfectly at all times. We take good care of our clients by offering global 24/7 service and spare parts availability. You can count on us any time you may need HVAC assistance. We support clients with our personal service and proactive advice: before, during and after developing a solution. To keep your HVAC system fit, periodic maintenance is advised as regular preventive check-ups are crucial for a properly functioning HVAC system. A healthy HVAC system minimises the risk of system failure - causing down time at inconvenient moments – and guarantees an optimal indoor climate while simultaneously reducing power consumption. The result: an energy-efficient, healthy and environmentally friendly HVAC system.

To count on a perfect healthy HVAC system, it is recommended to conclude a service contract. Heinen & Hopman has defined multiple approaches to determine service levels, in order to meet your needs and wishes.

In overall you can depend on our service team for:• 24/7 support• Remote support • Worldwide support on location• Annual maintenance

2 Service & maintenance - HEINEN & HOPMAN 2020 ©

La CiotatAntibes La Spezia Istanbul

BarcelonaPalma de Mallorca

West Palm Beach

Fort Lauderdale

Image: Dedicated yacht service locations in the yachting hubs


SERVICE LEVELS

Per service level, Heinen & Hopman has a dedicated emergency support phone number available as well as a web portal including mobile app in case of any HVAC emergency. At first the call will be registred, so the correct follow-up can be arranged. Depending on the problem, a certified Heinen & Hopman engineer will be in touch to help you out.

The three service levels can be seen below in one overview and are defined in the following headings.

StandardIn the standard contract you can count on reaching Heinen & Hopman 24/7 by a dedicated emergency phone number as well as getting in touch by chat with a Heinen & Hopman engineer via your personal web portal and mobile app. Within the web portal and mobile app you can select spare parts to request a quote for, check the status of your service ticket and view general documents like work reports.

ComfortIn the control contract you can count on fast response, as-built drawings and manuals and a customised maintenance matrix which states over what periode HVAC systems need to be checked. To define your maintenance matrix, Heinen & Hopman engineers will check the current state of the main components. During those maintenance checks, the crew onboard will be trained to carry out simple maintenance and system checks themselves.

Total controlIn the total control contract you can count on immediate response, remote service and proactive maintenance. Heinen & Hopman engineers are able to login into the HVAC system remotely and monitor several HVAC systems for conditions and alarms. Besides checking your current system state, parameters and active data, they are able to change and update software settings remotely. Linked to the SCADA system through a secure one-way connection, the web portal gives real-time data of the performance of your systems, enabling you to monitor your HVAC system anytime and anywhere - for one vessel or your entire fleet. It knows the running hours of essential parts and warns you when a threshold is about to be exceeded, giving you the opportunity to carry out maintenance on your system in advance. This all helps reduce maintenance and improve the resilience and extend the lifespan of your HVAC system.

WORLDWIDE SUPPORT ON LOCATIONWhen problems cannot be solved remotely, a team of Heinen & Hopman service engineers are stand-by to travel to any location and solve the problem onboard. We have a global network of subsidiaries and after-sales centers to offer quick, on-site support.

DESCRIPTIONSTANDARD COMFORT TOTAL CONTROL

Guaranteed phone availability 24/7 availability 24/7 availability 24/7 availability

Response time callcenter 2 minutes 2 minutes 2 minutes

Response time Heinen & Hopman emergency support after ticket registration 72 hours 24 hours 12 hours

Response time Heinen & Hopman engineer to travel after ticket registration Best effort 72 hours 72 hours

Included remote support hours by Heinen & Hopman engineer 10 hours 40 hours 60 hours

Support ticket registrations unlimited unlimited unlimited

Portal √ √ √

Portal - Access for an unlimited number of users √ √ √

Portal - My System (request a quote for spares) √ √ √

Portal - My Documents (as-built drawings, manuals, service reports) √ √

Portal - My Logbook (chat with Heinen & Hopman engineers) √ √ √

Portal - My Tickets (check the status and reports of your service tickets) √ √ √

Portal - My Service (FAQ’s, Heinen & Hopman locations) √ √ √

Portal - My Analytics (make PowerBI analyses) on request

Portal - preventive monitoring (link to the onboard PLC system and alarm notification) on request

Portal - proactive maintenance notification (running hours and preventive replacement advice)

√

Mobile app √ √ √

Preventive remote system health check 8 hours

Maintenance matrix √ √

Advice on essential parts and tools √ √ √

Annual maintenance T&M rates T&M rates 10% discount

Periodic maintenance T&M rates T&M rates 10% discount

Spare parts discount t.b.d. discount t.b.d. discount t.b.d.

Chart: three available service levels, a checkmark indicates what is included


www.heinenhopman.com

Heinen & Hopman encourages a more

sustainable world. By providing eco-friendly solutions and serviceswe offer our clients

the option of reducing energy consumption

and thus CO2 emissions.

Ventilation Air Conditioning RefrigerationHeating

PROVIDED BYHEINEN & HOPMAN

Inside22ºC

OUTSIDE35°C45°C

HUMIDITY90%40%

Do you require more information about our services or would you like to know more about our 24/7 contracts? I am keen to help you further!

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Jaco Heinen- Service Manager [email protected]

AustriaT: +43 1720 1309E: [email protected]

BrazilT: +55 213 587 4241/4244E: [email protected]

CanadaT:+1 450 659 6571E: [email protected]

DenmarkT: +45 5164 1614E: [email protected]

France - La CiotatT: +33 4 4204 8685E: [email protected]

France - AntibesT: +33 4 8902 4562 E: [email protected]

GermanyT:+49 4073 1680E: [email protected]

GermanyT:+49 471 9869 300E: [email protected]

IndiaT: +91 336 499 1293E: [email protected]

ItalyT: +39 187 187 8500E: [email protected]

The Netherlands (HQ)T: +31 33 299 2500E: [email protected]

The Netherlands - RotterdamT: +31 18 020 9210E: [email protected]

NorwayT: +47 6919 0900E: [email protected]

Peoples Republic of ChinaT: +86 213 253 2896E: [email protected]

Peoples Republic of ChinaT: +86 510 8528 1763E: [email protected]

PolandT: +48 914 331 800E: [email protected]

RomaniaT: +40 236 448 222E: [email protected]

RussiaT: +7 812 449 3535E: [email protected]

SingaporeT: +65 6897 7879E: [email protected]

South KoreaT: +82 704 901 0000E: [email protected]

SpainT: +34 932 259 668E: [email protected]

SwedenT: +46 3121 7500E: [email protected]

TurkeyT: +90 216 493 8118E: [email protected]

UAE - Abu Dhabi T:+971 2550 4147E: [email protected]

UAE - DubaiT: +971 4263 5453E: [email protected]

USA - Seattle, Washington T: +1 206 632 7883E: [email protected]

USA - Fort Lauderdale, FloridaT: +1 954 463 0110E: [email protected]

USA - Houma, Louisiana T: +1 985 876 7982E: [email protected]