Service hours
Installation and service work typically takes place during office hours, between 07:00 and 19:00.
Work outside of these hours (including weekends and public holidays) may be arranged upon timely request, subject to availability and applicable surcharges.
Working at height
Installation and service work will be performed up to a maximum height of 5.30 meters. Work above this height requires appropriate safety measures based on a risk analysis. If scissor lifts, (articulated telescopic) aerial platforms, or specialised subcontractors are required and provided by DOBIT, these will be charged as additional costs.
Installation or service work at heights above 2.2 meters may only be performed on stable and level surfaces. If this cannot be guaranteed (stairwells, lift shafts, sub-surfaces in the construction phase, etc.), appropriate safety measures (folding or rolling scaffolding, scaffold construction, etc.) must be implemented based on a risk analysis. These measures are to be arranged by the customer or can be provided by DOBIT at an additional cost. (Standard provision includes rolling scaffolds for working heights up to and including 3.00 meters.)
Certificates and permits
DOBIT field service engineers always hold a valid VCA Basic Safety Certificate. If on-site work requires additional customer-specific safety training, the associated costs will be charged to the customer.
Our field service engineers are equipped with standard personal protective equipment (PPE), including suitable workwear, safety glasses, safety shoes, and safety helmets. If additional items are required due to the customer’s internal regulations – such as hair and beard nets, (full-face) masks, or cleanroom apparel – these must either be provided by the customer or can be supplied by DOBIT at an additional cost.
Any permits or authorisations required to carry out the installation must be obtained by the customer. It is the customer's responsibility to inform DOBIT in advance of any specific site-related obligations or required permits.
Accessibility
Installation and service work require clear and safe access to the equipment and the designated installation area. If access is obstructed – e.g. by furniture, shop fixtures, gondolas, displays, products, or other presentation materials – appropriate arrangements must be made in advance. Failure to meet these arrangements may impact installation time and could result in additional costs for rescheduling or rework.
During installations or service activities, a safety perimeter will be established to prevent access by the public, store customers, or other unauthorised individuals. The size and duration of this perimeter will be determined by a risk analysis. If needed, additional measures should be agreed upon to redirect unauthorised individuals. Certain facilities may need to be temporarily taken out of service during the work – such as production lines, cash registers, elevators, fitting rooms, automatic doors, audio systems, or power circuits. DOBIT cannot
be held liable for any damages resulting from such temporary interruptions. When installation or service work is conducted near foodstuffs, it is the customer's responsibility to take appropriate contamination prevention measures – either by removing the products or thoroughly shielding them in advance.
Although DOBIT technicians will work with extra care, the release of debris, grit, or (drilling) dust during installation cannot be entirely avoided.
Internet connection
The proper operation of the systems requires a working internet connection – both for potential integration with the central CMS and for commissioning and remote service purposes. If no functional internet connection is available on-site at the time of installation, or at least at the time of completion, the system cannot be fully tested. In such cases, the installation cannot be officially delivered, and any resulting issues or the need for additional service visits will incur extra costs to the customer.
If DOBIT is not permitted to access the internet for remote service due to internal customer policies – or if our standard remote tools such as TeamViewer (www.teamviewer.com) and Atera (www.atera.com) are not allowed – this may hinder or prevent remote support. As a result, the standard SLA conditions may no longer apply or may incur additional charges if the customer wishes to maintain them.
Cabling and connections
As a general rule, DOBIT does not perform structural cabling work longer than 2 metres, for either network or power connections. Any required structural cabling must be arranged by the customer.
Network infrastructure should use at least CAT6 cables, properly terminated with RJ-45 female wall or surface-mounted connectors on both ends. All structural cabling must be tested by the customer prior to installation. If errors or issues are discovered in the structural cabling, DOBIT will make a reasonable effort to address them on-site where possible. However, if these issues prevent successful installation or delivery of the installation, any required rework will be charged to the customer.
Power outlets must comply with current regulations and be correctly grounded wall or surface-mounted connections providing 24/7 voltage. In exceptional cases, connections via plug-in terminal blocks within appropriate junction boxes may be accepted. However, connection to these must never be performed under live voltage and requires temporary de-energization of the circuit. DOBIT cannot be held liable for any damage resulting from such temporary power shutdowns.
Installation facilities
When equipment is to be installed in or on furniture provided or subcontracted by the customer, the customer must supply DOBIT with relevant documentation or technical drawings of this furniture in advance. This allows DOBIT to assess potential risks and installation complexity. The customer is required to follow any instructions or specifications provided by DOBIT regarding the suitability and preparation of this furniture.
If the installation involves ceilings, floors, or walls that are still to be built/made by the customer, these must be fully completed and ready by the agreed installation date. If, upon arrival/commencement of DOBIT's work, the equipment or walls are incomplete, missing or unfit to commence the installation, any resulting delays, additional work, materials or rework will be charged to the customer.
