Service Level Agreement for CERTIUM products

Tailored in-operation- services for Air Traffic Control system

Key facts

Long-term availability and operational readiness
Easy access to Service Support through R&S® Support Desk
Maximize efficiency and keep costs transparent
Single trusted service partner throughout system lifecycle

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Brief description

Superior service experience with R&S® Service Level Agreements

Rohde & Schwarz offers innovative service solutions for the safe operation of airports and national air traffic control systems. Along with high-quality systems, Rohde & Schwarz provides service packages for end-to-end support during the entire system lifecycle to sustain its operation. To optimally meet our customer needs, Rohde & Schwarz offers three options: ATC SLA Basic, ATC SLA Advanced and ATC SLA Premium. These options differ in terms of the scope of the services provided and response times. Our solutions are not limited to standard hardware and software maintenance but consist of multiple essential support functions that go beyond the standard warranty. The aim is to ensure the serviceability and operability of all system components and support each product application in its operational environment.

Features & benefits

24x7 Support Desk and Technical Support

Anytime and anywhere: submit a request to receive Technical Support by a qualified service team

Within the duration of the service contract, the customer can submit any request to the Rohde & Schwarz Support Desk via an online portal. The Support Desk is the primary entry point of Rohde & Schwarz where all customer tickets are received, documented and progressed for both HW and SW. A qualified service team will handle them within the Response Time defined by the customer’s service package and according to the severity level allocated. Based on the purchased packge techncial Cupport is offered duirng the standard working hours (5 days per week, 8 hours per day) or on 24x7 (weekend and national holidays included).

**24x7 Support Desk and Technical Support**

Ensuring product serviceability through Repair Commitment and Obsolescence Management

Rohde & Schwarz commits to repair your products during the validity of the contract.

Rohde & Schwarz ensures repair activity of the products along the contract duration, by holding available materials, capabilities, required tools and test equipment. In conjunction with Obsolescence Management it is a strong enabler for a long-term availability and operational readiness of Rohde & Schwarz systems.

**Product serviceability through Repair Commitment and Obsolescence Management**

Plan in advance the yearly budget for service through Repair Coverage.

A fixed yearly fee is more cost – effective than managing any single occurrence.

As part of the Repair Coverage, R&S takes over all costs of the repair activities (labor and materials); it results in a reduced administrative effort and delivery time and in an increased operational availability of your products.

Keep your software up-to-date through SW Maintenance

Get available bug fixes and minor enhancements as part of the Service Contract.

Software updates refers to minor (maintenance) releases for Rohde & Schwarz products that are specifically aimed at bug fixing and may include minor enhancements to improve overall system performance.

Rohde & Schwarz as a Trusted Service Partner.

We are staying in close contact with our customer along the whole contact duration.

A Dedicated Service Delivery Manager is appointed as customer interface, will remain in close contact with all essential stakeholders and will monitor all services included in the contract in accordance with the agreed parameters. Service Performances will be then analyzed together with the customer as part of a Regular Service meeting.

Specifications

R&S®ATCSLA Basic
	24 x 7 Support Center	✓
	Technical Support	8 x 5
	SW Maintenance	✓
	Obsolescence Management	✓
	Repair Commitment	✓
R&S®ATCSLA Advanced
	24 x 7 Support Center	✓
	Technical Support	8 x 5
	SW Maintenance	✓
	Obsolescence Management	✓
	Repair Commitment	✓
	Test and Reference Facility	✓
	Repair Coverage	✓
	Regular Service Meeting	✓
	Dedicated Service Delivery Manage	✓
R&S®ATCSLA Premium
	24 x 7 Support Center	✓
	Technical Support	24 x 7
	SW Maintenance	✓
	Obsolescence Management	✓
	Repair Commitment	✓
	Test and Reference Facility	✓
	Repair Coverage	✓
	Regular Service Meeting	✓
	Dedicated Service Delivery Manager	✓

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