World Wide Support

• Hardware/Software Support
  • 1, 2 and 3 Year Maintenance Contracts
  • On-site Maintenance
  • Software Support Contracts
  • Gold and Silver Services
• Repair and Calibration
• Upgrades
• Spares
• HelpDesk
• World Wide Support
• Training
  • Standardized Training - Freedom Station
  • Standardized Training - VXI Series
  • Customized Training
• Customer Support Solutions Shortform Catalogue (606K PDF)

Hardware/Software Support          Back to Top
EADS North America Defense Test & Services offers fixed prices for repair, calibration and software support on the majority of its product range. These services are offered on an adhoc basis, except software support, or on contractual terms.

1, 2 and 3 year maintenance contracts
We are able to offer options to purchase extended warranty on all our products. These options are available for 1, 2 or 3 years. The contract can also be placed for longer periods if required. These options include unlimited repairs for the period of cover and one annual calibration. These options can be purchased at point of original sale attracting financial benefits or can be purchased at any time during the life of the product in advance of any work being carried out.

Contracts are available for calibration, before & after calibration, repair, and repair & calibration. A repair only contract is generally not available for products that require calibration.

Calibration options available are:
C1. 1 annual calibration purchased in advance.
C2. 2 annual calibrations purchased in advance.
C3. 3 annual calibrations purchased in advance.

Before & After Calibration available options are:
D1. 1 annual calibration purchased in advance.
D2. 2 annual calibration purchased in advance.
D3. 3 annual calibration purchased in advance.

Repair options available are:
E1. 1 year repair cover purchased in advance.
E2. 2 years repair cover purchased in advance.
E3. 3 years repair cover purchased in advance.

Repair & Calibration options are:
W1. 1 year warranty cover. Purchased in advance.
W2. 2 years warranty cover. Purchased in advance.
W3. 3 years warranty cover. Purchased in advance.

Repair and Before & After Calibration options are:
WD1. 1 year warranty with pre/post calibration. Purchased in advance.
WD2. 2 years warranty with pre/post calibration. Purchased in advance.
WD3. 3 years warranty with pre/post calibration. Purchased in advance.

On-site maintenance
Our customer support facilities offer solutions for integrated systems which address the difficulties caused by unplanned downtime. Considering today's demanding and competitive production environment, we understand the importance of reliable instrumentation, minimal downtime and fast repair turnaround. The following service options outline our capabilities:

Premier Service Support Agreement

• Semi-annual maintenance visits
• Inspection, cleaning and testing per factory specifications
• Perform full system diagnostics support
• Engineers available to discuss any hardware or software problem
• Determine if a Field Engineer needs to respond to site
• All calibrations are traceable to the National Institute of Standards and Technology (NIST) or International Standards
• For customers that have more than one test system purchased from us, we offer multi-system discounts
• Typical On-site support within 24 hours
• Perform diagnostic and trouble-shooting procedures to isolate problem(s)
• Replace all failing components at no charge
• Perform complete diagnostics testing on system
• Coverage is Monday through Friday, 8 a.m. to 5 p.m. local time. Company and/or local holidays excluded
• Unlimited Repair/Exchange of Field Replaceable Units

Standard Service Support Agreement

• Semi-annual maintenance visits
• Inspection, cleaning and testing per factory specifications
• Perform full system diagnostics
• Engineers available to discuss any hardware or software problem
• Determine if a Field Engineer needs to respond to site
• All calibrations are traceable to the National Institute of Standards and Technology (NIST) or International Standards
• For customers that have more than one test system purchased from us, we offer multi-system discounts
• Typical On-site support within 48-96 hours
• Up to 4 On-site visits
• Perform diagnostic and trouble-shooting procedures to isolate problem(s)
• Replace all failing components
• Perform complete diagnostics testing on system
• Coverage is Monday through Friday, 8 a.m. to 5 p.m. local time. Company and/or local holidays excluded
• Unlimited Repair/Exchange of Field Replaceable Units

Economy Service Support Agreement

• Semi-annual maintenance visits
• Inspection, cleaning and testing per factory specifications
• Perform full system diagnostics
• Engineers available to discuss any hardware or software problem
• All calibrations are traceable to the National Institute of Standards and Technology (NIST) or International Standards
• For customers that have more than one test system purchased from us, we offer multi-system discounts
• Billable at current field service rates
• Perform diagnostic and trouble shooting procedures to isolate problem(s)
• Perform complete diagnostics testing on system
• Coverage is Monday through Friday, 8 a.m. to 5 p.m. local time. Company and/or local holidays excluded
• Unlimited Repair/Exchange

Software Support Contracts

EADS North America Defense Test & Services makes a commitment to its customers that its test products will evolve to meet the requirements of the market. When you subscribe to our software support services you will automatically receive:

• New Software Releases
• User Manual Updates
• Software Bulletins

This means your test equipment will never be out of date and will maintain its competitive edge. All materials will be delivered to any destination in the world and addressed to the designated individual concerned. Software support contracts are available for 1, 2 or 3 year periods and are ordered under the following product codes:

• S1. One year Software Support Contract.
• S2. Two years Software Support Contract.
• S3. Three years Software Support Contract.

Gold and Silver Services

We offer a Silver and Gold level of contract on a number of models. These contracts offer the following:

Gold - This service provides a loan unit as soon as the failure is reported. The loan unit is for the customer's use until their original unit is returned. The service includes annual calibration. EADS North America Defense Test & Services also offers discounts on training courses with this service.

The product codes for the Gold contracts are:

• G0. Enhanced contract during initial warranty period.
• G1. 1 year service contract.
• G2. 2 years service contract.
• G3. 3 years service contract.

Silver - This service provides a 48-hour turnaround on the unit and annual calibration. EADS North America Defense Test & Services also offers discounts on training courses. If we fail to meet the turnaround we will provide a loan unit.

The product codes for the silver contracts are:

• Si0. Enhanced contract during initial warranty period.
• Si1. 1 year service contract.
• Si2. 2 years service contract.
• Si3. 3 years service contract.

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Repair and Calibration          Back to Top

Flat rate repair or calibration

Std Calibration. We offer a flat rate price for calibration on any product that requires calibration. This standard calibration service is where results are taken and the unit is adjusted into specification, if required, as the work is carried out. Once a standard calibration is completed it is not possible to provide pre results. A certificate of calibration is supplied with this service.

Std Before & After Calibration. This calibration service involves results being taken without adjustment. The unit will then be adjusted (if required) and after adjustment results recorded. The Pre & Post service satisfies ISO9000 requirements for calibration. A certificate of calibration is supplied with this service.

Std Repair. This service is available for adhoc returns and includes the repair of 1 major failure. The warranty on the work is for 3 months on the repair carried out.

Std Repair/Cal. This is the flat rate price for adhoc returns and includes repair of 1 major failure with calibration after fault rectification. The warranty on this type of work would be for 3 months on the repair carried out. A certificate of calibration is supplied with this service.

Extended repair and calibration warranty
Any of the standard options are available as 1, 2 or 3 year contracts as listed in 1, 2 and 3 year maintenance contracts.

Express turnaround
While we aim to offer as fast a turnaround on calibration work as possible, 5-10 days, we understand that sometimes this does not satisfy all requirements. In order to meet your more urgent requirements we offer an express turnaround service. This service is offered on a number of products at either a 3 day or 1 day turnaround depending on how urgent your usage is. This service is available by contacting us prior to you requiring the service and booking the calibration. We will require a purchase order to cover the work prior to us commencing the work. This will ensure no delays are incurred.

Equipment rental
We understand that downtime is important to you. This is why we offer a loan service for when your unit is with us for repair. The cost of the rental is competitive and covers the period your unit is with us and is not charged on a weekly rate.

If you however just require an additional item for a limited period we do offer rentals at a weekly rate.

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Upgrades          Back to Top

The flexibility of EADS North America Defense Test & Services' products enables you to buy the product to suit your requirements at that time. The flexibility also means that as your requirements change so can the configuration of the product. We offer upgradeable options that allow new functions to be added as technology changes demand them.

Some of the upgrades may be software which, with a software support contract, will be automatically sent to you as they are released. Other upgrades may require additional hardware to be installed. This work can be undertaken at our facilities around the world.

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Spares          Back to Top

We appreciate that you may have your own service facility with the capability to repair and calibrate our products. To ensure that the parts you use are those we used in the original build of the products we are happy to provide a quotation to supply the parts you require. This service is available via our HelpDesk.

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HelpDesk          Back to Top

The HelpDesk is the focal point for all after sales enquiries. This ensures that no enquiry is overlooked and is dealt with in a prompt and professional manner. The HelpDesk will log the enquiry providing you with a unique enquiry number. The call will be answered immediately if possible or passed to the most qualified person. The call will be answered in the quickest possible timescale in whatever form you require.

The HelpDesk can arrange for a technical person to call you back if you require help in the use of our products or feel you may have a problem that we can help you with.

US Telephone: Tel: 800 722-3262

e-mail: Helpdesk@EADS-NAdefense.com

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World Wide Support           Back to Top

Our customers are not all based in one country or even in one continent . Our customers are often global companies with requirements to move equipment from one site to another as work commitments change. Our customer support reaches around the globe through a world wide, integrated network of support facilities. The support facilities have ready access to locally stocked parts. Together they ensure that high quality support is delivered locally.

We can offer contracts to you that ensure that no matter where your equipment is our local service facility will be only too happy to undertake the required work. Taking out a global support contract for all equipment owned by your company no matter the location ensures delays are kept to the minimum. There are no delays while separate cover is obtained.

To make contact by e-mail please use the e-mail address: Helpdesk@EADS-NAdefense.com

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Training           Back to Top

Racal Instruments offers training on its products and systems. The systems training can be conducted in conjunction to the installation. The training consists of operation and maintenance of equipment as well as specific operational requirements. Classes can be held at Racal Instruments or at your facility. Charges for training are dependent on location, number of system components and number of attendees.

We offer a number of standard training programs or can provide custom programs to suit your particular requirement.

Standardized training

Freedom Station, Level 1
This two day course covers the following:

Subject
Most Freedom Series Stations are comprised of rack mounted test equipment controlled by an IBM PC compatible computer. The tester is generally designed to be a self-contained automatic functional testing unit, however it can be designed as a manually operated system.

This course covers the basic operation of the system, including software operation. Because the system is designed for ease of use, this course is relatively short in duration.

Level 1 or the Basic Operator's Course covers the basic function of all equipment contained in the Freedom Series Station.

Objectives
Upon completion of the Level 1 Basic Operators Course, each student will be able to:

• Safely energize and operate the Functional Test System
• Identify and operate the system software
• Shut down the system properly
• Identify and initiate an Emergency Machine Off condition
• Identify all major subassemblies
• Properly attach a device to be tested
• Identify a Pass/Fail result
• Identify a problem with the system hardware

Racal Freedom Station, Level 2

This three day course covers the following:

Subject
Most Freedom Series Stations are comprised of rack mounted test equipment controlled by an IBM PC compatible computer. The tester is generally designed to be a self-contained automatic functional testing unit, however it can be designed as a manually operated system.

This course covers the basic operation of the system, basic troubleshooting of both hardware and software systems. Preventive maintenance and installation are also covered.

Level 2 or the Basic Maintenance Course covers function and repair of all Items in the station This course runs concurrently with the Level 1 Course.

Objectives
Upon completion of the Level 2, Basic Maintenance Course, each student will be able to:

• Safely energize and operate the Functional Test System
• Identify and operate the system software
• Shut down the system properly
• Identify and initiate an Emergency Machine Off condition
• Identify all major subassemblies
• Properly attach a device to be tested
• Identify a Pass/Fail result
• Identify a problem with the system hardware
• Safely replace all sub-chassis units in the station
• Troubleshoot and diagnose problems to the module level
• Identify and operate the system self test software
• Relate all power supply voltages and their source
• Perform a Preventative Maintenance

Freedom Station, Level 3

This four day course covers the following:

Subject
Most Freedom Series Stations are comprised rack mounted test equipment controlled by an IBM PC compatible computer. The tester is generally designed to be a self-contained automatic functional testing unit, however it can be designed as a manually operated system.

This course covers the basic operation of the system, basic troubleshooting of both hardware and software systems and advanced operation and modification to the hardware and software of the system.

Level 3 or the Advanced Maintenance Course covers function and repair of all items contained within the station. This course runs concurrently with the Level 1 and Level 2 Course.

Objectives
Upon completion of the Level 3, Advanced Maintenance Course, each student will be able to:

• Safely energize and operate the Functional Test System
• Identify and operate the system software
• Shut down the system properly
• Identify and initiate an Emergency Machine Off condition
• Identify all major subassemblies
• Properly attach a device to be tested
• Identify a Pass/Fail result
• Identify a problem with the system hardware
• Safely replace all sub-chassis units in the station
• Troubleshoot and diagnose problems to the module level
• Identify and operate the system self test software
• Relate all power supply voltages and their sources
• Perform a Preventative Maintenance
• Modify the software parameters
• Understand the software parameters
• Remove and replace the chassis
• Identify and operate the system self test
• Adjust power supply voltages

Racal VXI Series Level 2

This one day (nominal) course covers the following:

Subject
Racal Instruments VXI chassis, 1260 Series Switch modules and VXI Test Equipment cards offer an incredible range of options to meet any and all of your functional test or test equipment needs. Whether controlled by a PC or used for stand-alone operation, these systems offer stability and affordable solutions to your test needs.

This course can be tailored to cover any equipment or options contained in the system. Items covered are: basic operation of the system, preventive maintenance and identification of hardware and software problems.

Level 2 or the Basic Operation and Maintenance VXI Course covers function and identification for repair of all items contained within the station.

Objectives
Upon completion of the Level 2 , Basic Operation and Maintenance VXI Course, each student will be able to:

• Safely energize and operate the VXI system
• Identify and operate the system software
• Shut down the system properly
• Identify all major subassemblies
• Properly attach a device to be tested
• Identify a Pass/Fail result
• Identify a problem with the system hardware
• Troubleshoot and diagnose problems to the module level
• Perform a Preventative Maintenance

Racal VXI Series Level 3

This two day (nominal) course covers the following:

Subject
Racal Instruments VXI chassis, 1260 Series Switch modules and VXI Test Equipment cards offer an incredible range of options to meet any and all of your functional test or test equipment needs. Whether controlled by a PC or used for stand-alone operation, these systems offer stability and affordable solutions to your test needs.

This course can be tailored to cover any equipment or options contained in the system. Items covered are: basic operation of the system, basic troubleshooting of both hardware and software systems and advanced operation and modification to the hardware and software of the system.

Level 3 or the Advanced VXI Course covers function and identification for repair of all items contained within the station.

Objectives
Upon completion of the Level 3, Advanced VXI Course, each student will be able to:

• Safely energize and operate the VXI system
• Identify and operate the system software
• Shut down the system properly
• Identify all major subassemblies
• Properly attach a device to be tested
• Identify a Pass/Fail result
• Identify a problem with the system hardware
• Safely replace all sub-chassis units in the system
• Troubleshoot and diagnose problems to the module level
• Perform a Preventative Maintenance
• Modify the software parameters
• Understand the software parameters
• Identify and operate the system self test, if equipped

Customized training products

Any of the above courses can be customized to suit your requirements. We are also able to provide training on any of our products.

If you require training and an appropriate course is not shown above then contact the HelpDesk and we will be pleased to discuss your requirements and provide you with a quotation.

Performance Based Equipment Training Courses

Introduction
Performance Based Equipment Training, or PBET, is a method of training utilizing the equipment incorporated into the design of the system. Each PBET course is based on a list of "hands on" tasks that each student is required to perform in order to receive a certificate of completion.

Because of the nature of PBET, EADS North America Defense Test & Services can design, offer and present a course on any type of test equipment with a significant reduction in development costs. The PBET structure allows for consistent delivery of the course every time, even if a long period of time passes between delivery and training.

Each trainer is trained in the development and delivery of PBET based courses. Although styles of teaching may differ slightly between instructors, you can be assured each student will gain the information and skills based on your objectives.

History of PBET
PBET was originally designed to train employees to operate machinery and test equipment used in the production of semiconductors. Because of the specific structure and flexibility in the development of courses, PBET has been used in many different industries and fields of training.

The method for developing a PBET course is defined using a 7-step process for each task required while operating a piece of equipment. The task list is developed while monitoring the operation of the equipment by someone experienced in its operation. This is usually the engineer that designed the equipment. Alternatively, it may be someone supplied by the customer, provided they know the proper operation of the equipment.

The 7-steps required to develop a task are:

1. Identify - Ascertain a task. This usually is performed in concert with the requirements of the customer.
2. Analyze - Determine the procedure to perform the task. This is usually done while watching someone operate the equipment.
3. Design - Duplicate the tasks, and determine whether new procedures need to be added.
4. Develop - Write the courseware.
5. Pilot - Train someone unfamiliar with the equipment and note discrepancies contained within the training.
6. Implement - Teach the course.
7. Evaluate - Continuous processes of modifying the course to make it constantly improved.

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