cognex service and support - Bci GmbH

Product Services
Guide

COGNEX SERVICE AND SUPPORT – SIMPLY THE BEST
At Cognex, customers are our number one priority. Our worldwide
Customer Satisfaction team is here to ensure you are a satisfi ed
Cognex customer! You choose from the best range of service and
support programs available anywhere, so that your vision systems
are always set up correctly and operate reliably throughout their life.
Before you start using your vision system
We hold regular courses at our Customer Education Centers where you can learn how to confi gure and operate
Cognex vision systems. It is recommended that you attend the appropriate training course as soon as possible
after purchasing your fi rst vision system. If you are planning to set up the vision system yourself, then it is essential
that you attend the training course for that product. Even if your vision system is being installed by someone else
for you, training will help ensure you maximize the benefi ts from using it. If it suits you, we can even arrange an
on-site class at your facility or create custom classes tailored specifi cally to your needs. We recommend having
at least two people trained in order to ensure the most effi cient use of our vision systems.
Our Web Based Training Center provides lots of additional material with 24/7 On Demand access. You can take part
in on-line courses, view tutorials, examine application examples and watch lighting and optics videos. Please see
www.cognex.com/ExploreLearn/TrainingPrograms for detailed information and current course schedule.
Installing and Confi guring your Vision Systems
There is a range of installing and confi guring options available to you, all of which should result in a successful
implementation. You can do it yourself, you can use an approved third party System Integrator, or you can purchase
Cognex Fast Track Services. If you decide to do it yourself, then be sure to become fully trained with the product you
are using. You can use a System Integrator if there are complex mechanical and electrical interfacing requirements.
If the priority is to solve complex inspection tasks, then our Fast Track Services could be the ideal answer for you.
Our Fast Track Services team will use their extensive vision and application experience to ensure you get the
most powerful and reliable solution available and meet your time-to-market requirements.
Your local Cognex Sales Engineer is looking forward to discussing the best option for you.
Technical support during and after installation
For each Cognex product you purchase, you are entitled to a wide range of support programs: For instance, you
can call your local Cognex offi ce for direct telephone support from experienced vision engineers dedicated to
solving customer issues. You will have unlimited access to our 24/7 on-line technical support center; just e-mail
us your question and we will e-mail back to you a detailed answer. The on-line technical support center also
includes a searchable knowledge base where you can fi nd frequently updated answers to a wide range of
questions and is your repository for the latest fi rmware.
Please see www.cognex.com/Support for more detailed information.
1

Package
1
2
Keeping your production lines running smoothly
Each vision system you purchase from Cognex is automatically covered by our warranty programs. Before the
warranty expires, we recommend that you consider our inexpensive Extended Warranty Programs which will
give you a worry free and predictable cost of ownership. Without this program, the cost of repairing an outof-warranty
system could be costly for you not just in repair costs, but also in down-time on your machines.
The Extended Warranty Program gives you both extended hardware warranty and the guarantee of shipping a
permanent replacement system within 48 hours of its failure.
Cognex is committed to providing you with the best vision solutions and to maintaining industry
leadership in customer satisfaction.
SUPPORT & SERVICE SOLUTIONS
The full power and value of Cognex’ Service portfolio unveils when they are used
in combination in order to address a customer situation. Based on experience
we grouped different components into packages, providing solutions meeting
time to market requirements while at the same time putting the customer in full
control of the solution.
Of course these packages can be customized to your needs, and if new packages
need to be created, we are committed in providing the best solution for you.
Please fi nd below a description of the three most valuable packages.
“Build Vision Competence” Package
Target customer: Customer facing a business trend involving vision technology. Usually the customer has no
experience with vision application in-house besides maintenance activity. The customer is willing to invest in
resources and material to build up knowledge in using vision in order to stay competitive and offer added value
to their customers. The Customer might be an OEM, a line builder or an EndUser.
Goal: Ensuring steep learning curve with customer staff at the same time as ensuring a successful deployment
for an initial project (which is maintained and enhanced by the customer afterwards). Providing full overview of
technology, training courses and development material is included in this package.
Components of the package and suggested timeline:
Start – 1 day reviewing application requirements
+1 week: General Product training course at Cognex facility (4 days) for 2 people
+3 weeks: 1 day initial discussions of software architecture, 4 day implementation
+6 weeks: 3 days implementation help and advanced training, review of implemented code
Between these days, the customer does implementation and trials on their own, assisted by phone
and/or MS Livemeeting on demand
Also in this package:
• 2 years software updates
• Purchase of 4 development dongles valid for 24 months (if applicable)

Package
2
Package
3
“Upgrade Vision” Package
Target customer: Customers upgrading their vision application with Cognex Software. This includes replacing
vision technology of different vendors as well as updating Cognex vision environment or adding new vision
functionality to existing applications.
Goal: Ensuring smooth transition of existing machine base, meeting time-to-market requirements. Build and
enhance vision knowledgebase at the customer site. The customer will be fully aware what has been done in
order to extend and maintain the vision application using own resources at own priorities.
If needed, upgrade packages for retrofi tting might be created.
Components of the package and suggested timeline:
1 day reviewing application requirements
2 days (if vision know how exists) custom product training for up to 4 people at customer’s site or
Cognex facilities
½ day initial discussions of software architecture, ½ day implementation
Customer does 2 weeks implementation and trials on their own, assisted by phone and/or
MS Livemeeting on demand
2 days implementation review and advanced training at customer’s site
Also in this package:
• 1 year software updates
• Extension of existing development dongles for 12 months
• Optional: Development dongles as needed (one per developer, all tools enabled)
“Face the Challenge” Package
Target customer: Customer with good to excellent vision knowledge using Cognex Vision, being familiar with
Cognex Vision algorithms. The target customer found a new application space or new application requirements,
which asks for using a different technology than previously used. The Customer might be a Cognex Partner, an
OEM, a line builder or an EndUser.
Goal: Avoiding already known items the package is focused on a smooth integration of the new technology,
providing enough in-depth information in order to ensure a good usage of the new technology used, resulting in an
improved installation or product, meeting time-to-market requirements via providing support for an optimized
usage and confi guration of Cognex technology by the customer.
Components of the package and suggested timeline:
Start – 1 day reviewing application requirements
+1 week: 3 day initial discussions of software architecture, 1 day advanced training
+3 weeks: 3 days implementation help and advanced training, review of implemented code
+5 weeks: 2 days of review
Between these days, the customer does implementation and trials on their own, assisted by phone
and/or MS Livemeeting on demand
Also in this package:
• 12 month software updates
• Update of development dongles, if required
If these packages don’t seem to fi t to your needs, please do not hesitate to contact your Cognex
Sales representative for further options.
3

4
PRODUCT SERVICES TERMS
Below you will fi nd the most frequent terms used by our Product Services Department.
Products Life Cycle Categories
Active Product Models
Current Cognex Product Offerings.
Level of servicing: Hot-swap service only. Price schedule applied depending on the unit. Products under this
category are eligible for Extended Hardware Warranty programs; however, the Extended Hardware Warranty
must be purchased during the standard Warranty Period.
NINA Models
(Not Intended for New Applications). NINA products are available for sale but only for duplicate or existing
applications. NINA products will be available for a minimum of 1 year; pending manufacturing availability. LTB
(Last-Time Buy) notifi cation will be issued when we reach the point of moving these units from “NINA” status
to “Inactive.”
Level of servicing: In Warranty: Hot Swap. Price schedule applied depending on the unit.
Inactive Models
Products are not available for sale from this point.
Level of servicing: Repair & Return service only.
Obsolete Models
Products are not available for sale and service of these units is fi nished. For critical cases we may propose a Best
Effort Repair, a specifi c Repair & Return Service for these units.
Product Servicing Categories
In order to simplify the HW servicing of our products, all Cognex products have been classifi ed into categories.
Each category defi nes the level of cost associated with the corresponding services. Currently implemented
categories include:
A: Entry and Intermediate level products
B: Intermediate and high end products
X: Extended Warranty Not Available: When a product becomes NINA or Inactive, it changes to category X,
indicating the Extended Warranty Program for the specifi c product is no longer available. (Accessories are not
eligible for the Extended Warranty Program.)

1 Year
WARRANTY
Cognex Systems Hardware Programs
Each vision system that is purchased from Cognex is automatically covered by our 12 month warranty and Hot
Swap Program. The Hot Swap Program gives you the guarantee of shipping a permanent replacement system
within 48 hours of its reported failure. Replacements may be new or refurbished systems.
Accessories Standard Hardware Programs
Accessories that are purchased from Cognex are automatically covered by our 12 month warranty. This covers all
accessories whether manufactured by Cognex or by other suppliers. This is a return and repair policy on standard
accessories and does not include custom accessories. Depending on availability, shipping of a replacement
accessory may be possible and will be assessed on a case-by-case situation.
Please note: Cognex does not offer Extended Warranty Programs or post-warranty services for accessories.
Extended Hardware Programs
Each vision system you purchase from Cognex is automatically covered by our 12 month warranty and Hot Swap
Program (Standard Hardware Warranty). Before this expires, we recommend that you purchase an Extended
Hardware Program, which can be renewed on an annual basis. Without this program, the cost of repairing an
out-of-warranty system could be costly for you not just in repair costs, but also in down-time on your machines.
The Hot Swap Program gives you both an extended hardware warranty and the guarantee of shipping a
permanent replacement system within 48 hours of its failure with a swift resumption of service without a dealer
needing to invest in holding replacement stock. There is a charge for each system that you include in the
Hot Swap Program.
This service is available on these products series:
In-Sight Micro and In-Sight 5x0x Series, Checker 2xx series, DataMan 7xx, 75xx, 100 and 200 series, Frame
Grabbers and Displays.
Firmware Update Programs (FUP) & Software Update Programs (SUP)
FUP and SUP Programs entitle you to download new software releases as soon as they are available. Several
releases are distributed during the year; they may include bug fi xes and new functionality. With an annual R&D
budget of over $30M / $35M, you can be sure that innovative new features are being added to all our products
on a regular basis.
The FUP and SUP are valid for 12 months. We recommend that you extend it every year. You only need to purchase
one program per location (site) per year, regardless of the number of vision systems you are using at that site.
Please note that although you are entitled to a year of maintenance releases when you purchase new products,
these are usually limited to bug fi xes. Getting access to new features that are added in major fi rmware releases
will require you to maintain an active FUP program and as with warranty programs, these can be renewed annually.
FUP and SUP will provide the tools you need to face the automation challenges of the future!
Latest product releases can be found here: www.cognex.com/support
5

6
WARRANTY SERVICES DEFINITION
Below you will fi nd the most frequent warranty terms used by our
Product Services Department.
Post Warranty or Out of Warranty Repair Services
In order to ensure operability of installed systems and minimize risk on critical inspections sites, Cognex offers
comprehensive Hardware Extended Warranty programs for Vision Systems. Hardware Extended Warranties may be
purchased for eligible products in 12 and 24 month increments. Extended warranties may be purchased at any time
during the initial or extended product warranty period.
Hardware Extended Programs ensure shipping of replacement systems within 48 hours of notifi cation of the failure.
If for any reason the system fails outside the Warranty Period, Cognex may propose several alternatives, including:
acquisition of a replacement unit, a Hot Swap replacement and in some cases Return and Repair services.
Dead on Arrival (DOA)
A system is considered as DOA, if from reception the system appears to work improperly. In these cases Cognex will
expedite a replacement unit. Note: Third party accessories may require return and repair.
Eligible Lifecycle Stages: Active, NINA
Standard Repair
After Cognex accepts the repair request Return Authorization (RA), we will repair or replace the unit (unless the
customer agreement does not permit replacement). After repair, the board is inspected and tested as per our
standard manufacturing process.
Eligible Lifecycle Stages: Active, NINA, Inactive
End of Standard Repair (also known as EOS date)
During the Last-Time Buy, Cognex will notify customers of the EOS date. After the EOS date, Cognex will provide
“Best Effort” repairs only. Cognex cannot guarantee to perform all types of repairs during the Inactive period, due
to component obsolescence. In this case, we will notify customers of any limitations
Eligible Lifecycle Stages: Inactive and some times Obsolete

Hot Swap Program
The Cognex Hot Swap Program is ideal for customers with vision systems, board or box level (accessories are not
covered) that require immediate fi eld replacement. Upon Customer’s notice from 08:30 AM to 5:00 PM Monday to
Friday, not including Cognex holidays and public holidays in the country of destination (“Business Days”) Cognex
will ship a permanent replacement for a failed part covered by the program within 48 hours to the location specifi
ed by the customer. The program covers the cost of the shipment for the part to be replaced to the customer’s site
where the program was purchased. In exchange, the customer must immediately return the failed board, box, or
system to Cognex. If the failed part is not received within 10 days, the customer will be invoiced the full list price
of the product. The customer will also be invoiced the full price if the returned product is damaged beyond repair,
provided that this is not covered by the standard warranty. Cognex Technical Support engineers are available on
Business Days to offer further assistance with diagnosing vision system problems. For any further questions regarding
the Hot Swap Program or other related services, please contact our Product Services department.
Eligible Lifecycle Stages: Active and NINA.
Best Effort Repair
When a product becomes obsolete, Cognex may continue to offer repairs for the obsolete units if there is available
equipment and/or product to conduct a repair. However, repairs or replacements on obsolete parts cannot be guaranteed.
If the board cannot be repaired, it will be returned to the customer at no charge. RAs must be approved
before submitting the unit for repair.
Eligible Lifecycle Stages: Obsolete
Not Supported
When Cognex has no parts or equipment to repair a product, we will not accept RAs for that product.
NOTE: Cognex cannot plan the end of the “Best Effort” repairs. Therefore, Cognex may not notify customers before
the end of “Best Effort” repairs.
Eligible Lifecycle Stages: Inactive and Obsolete
End of Life Process
During the complete lifecycle of a product, the End of Life process includes Active, NINA (Not Intended for New
Applications), Inactive, and Obsolete stages. Service offering may be different for the different lifecycle stages.
Please see the “Product Lifecycle Categories” section found on “Product Services Terms” for more details.
7

8
PRODUCT LIFECYCLE SUMMARY
Below tables summarize servicing proposed during the lifecycle of a Product.
Development
Product Lifecycle
Active NINA Inactive Obsolete
Active Development Yes No No No
Bug Fixes to Current Release
Ordering
Yes Critical Bugs Only No No
New Customers Yes No No No
Existing Customers – New Applications Yes No No No
Existing Customers – Existing Applications
Support
Yes Yes No No
Phone Support for Technical Info Yes Yes No No
Web Support Yes Yes Yes Best Effort
Extended Warranty Purchase Available
Service
Yes No No No
Hot Swap Yes Yes No No
Repair Yes Yes Yes Best Effort
Time Period See Roadmap 2 Years 5 Years
NOTE: This table indicates Cognex’s standard procedure but is not a guaranteed commitment. Exceptional circumstances such as component availability
problems can affect the time period and level of support offered.
Service Defi nitions
Defi nitions When Offered Scope of Repair
Hot-Swap Active, NINA
Standard Repair
End of Standard Repair
(also known as EOS date)
Active, NINA,
Inactive
End of Inactive
Best Effort Repair Obsolete
Not Supported Obsolete
The Hot Swap Program gives you a guarantee of shipping a permanent replacement system
within 48 hours of its failure.
After Cognex accepts the repair request RA, we will repair or replace the unit (unless the
customer agreement does not permit replacement). For every unit that is repaired,
Cognex will also upgrade the unit to “minimum revision” for that hardware. After
repair, the unit is inspected and tested as per our standard manufacturing process.
NOTE: For some products, Cognex cannot guarantee to perform all types of repairs
during the Inactive period, due to component obsolescence. In this case, we will notify
customers of the limitations.
During the Last-Time Buy, Cognex wil notify customers of the EOS date. After the EOS date,
Cognex will provide “Best effort” repairs only.
When the product becomes Obsolete, Cognex may continue to offer repairs for the units.
However, repair or replacement cannot be gauranteed. If the unit cannot be repaired, it will
be returned to the customer at no charge. When the product is Obsolete, RAs must be
approved before submitting the unit for repair.
When Cognex has no parts or equipment to repair a product, we will not accept RAs for
that product.
NOTE: Cognex cannot plan the end of the “Best Effort” repairs. Therefore, Cognex may not
notify customers before the end of ”Best Effort” repairs.
NINA products are still generally available and stocked, but may be placed in Inactive status within 1 year. Last-Time Buy calls provide a 90 day warning
that a product is moving to Inactive status. This provides a last chance to purchase materials for any remaining needs. Once in Inactive status, Cognex
will continue to provide technical support for 2 years and repair services for 5 years.

CERTIFICATION MARKS
Certifi cation Marks Found on Cognex Products
Mark Type of Certifi cation
C-UL US Listing Mark
UL introduced this new Listing Mark in early 1998. It indicates compliance with both Canadian
and U.S. requirements. UL encourages those manufacturers with products certifi ed for both
countries to use this new combined Mark, but they may continue using separate UL Marks
for the United States and Canada.
C-UL CSA Listing Mark
A CSA mark with the indicators “C” and “US” or “NRTL/C” means that the product is
certifi ed for both the U.S. and Canadian markets, to the applicable U.S. and Canadian
standards. If a product has features from more than one area, (e.g. electrical equipment
with fuel burning features), the mark indicates compliance to all applicable Standards.
TUV Mark
TUV Rheinland of North America is a Nationally Recognized Testing Laboratory (NTRL) in
the United States and is accredited by the Standards Council of Canada to test and certify
products to Canadian National Standards. Clients can demonstrate compliance for both U.S.
and Canadian markets through a single mark (cTUVus) on their product(s) which denotes
CE Marking
The letters “CE” are the abbreviation of French phrase “Conformité Européene” which
literally means “European Conformity”. The term initially used was “EC Mark” and it was
offi cially replaced by “CE Marking” in the Directive 93/68/EEC in 1993. “CE Marking” is now
used in all EU offi cial documents.
FCC Marking
All commercial electronic devices (unintentional radio-frequency radiators) destined for sale in
the United States that have clocks/oscillators that operate at a frequency of greater than 9 kHz
and uses digital techniques are regulated by the Federal Communications Commission (FCC)
under Rules and Regulations, Title 47, Part 15 Subpart B. This includes almost every product that
employs a microprocessor. An unintentional radiator, if not controlled through proper design of
grounding and shielding, may result in high levels of energy being radiated or conducted from
the equipment causing unwanted effects upon another device.
WEEEE Marking
Related WEEE Directive requires use of the crossed wheelie bin symbol to indicate to users
that product should be recycled at end of life.
Product Safety
Product Safety
Product Safety
Emissions
Emissions
Recycling
The information contained in this document has been developed solely for the purpose of providing general
guidance to Cognex customers and its affi liates of the Cognex’s Product Services and data contained in this
document serves informational purposes only.
The information in this document is proprietary to Cognex.
Information in this document is subject to change without any notice and does not represent a commitment on the
part of Cognex and in especially is not intending to be binding upon Cognex to any particular course of business.
No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical,
including photocopying, without the written permission of Cognex.
Cognex assumes no responsibility for errors or omissions in this document. Cognex does not warrant the accuracy
or completeness of the information for a particular purpose.
Cognex shall have no liability for damages of any kind including without limitation direct, special, indirect, or
consequential damages that may result from the use of this document.
9

Americas
United States, East
United States, West
United States, South
United States, Detroit
United States, Chicago
Canada
Mexico
Central America
South America
Brazil
+1 508.650.3000
+1 650.969.4812
+1 615.844.6158
+1 248.668.5100
+1 630.649.6300
+1 905.634.2726
+52 81 5030-7258
+52 81 5030-7258
+1 972.365.3463
+55 11 9648-6400
Companies around the world rely on Cognex vision to optimize quality and drive down costs.
Corporate Headquarters One Vision Drive, Natick, MA 01760 USA Tel: +1 508.650.3000 Fax: +1 508.650.3344
Europe
Austria
Belgium
France
Germany
Hungary
Ireland
Italy
Netherlands
Spain
Sweden
Switzerland
United Kingdom
+43 1 23060 3430
+32 2 8080 692
+33 1 4777 1550
+49 721 6639 0
+36 1 501 0650
+353 1 825 4420
+39 02 6747 1200
+31 208 080 377
+34 93 445 67 78
+46 21 14 55 88
+41 71 313 06 05
+44 1908 206 000
Asia
China
India
Japan
Korea
Singapore
Taiwan
© Copyright 2010, Cognex Corporati on All information in this document is subject to change without notice.
Cognex is a registered trademark of Cognex Corporation. All rights reserved. Printed in the USA. Lit. No. MSG001-1210
+86 21 6320 3821
+91 80 4022 4118
+81 3 5977 5400
+82 2 539 9047
+65 632 55 700
+886 3 578 0060
www.cognex.com
February 2010