| |
Maintenance
Contracts
We provide bespoke maintenance contracts to compromise any or all
of our service provision, meeting the demands of some of the world's
biggest users of Inmarsat services, including the UK MOD and companies
in the Offshore sector.
Maritime
From GMDSS to UAIS, DVB RCS and beyond we provide equipment, installation,
commissioning and service support which include essential navigation
and commercial communications equipment.
Placing your shore-based maintenance support or electronics management
requirements into our capable and experienced hands will help relieve
the heavy burden associated with running a ship safely and effectively.
Land
Mobile and Fixed
For the land-based customer who wants peace of mind we can tailor
service level agreements to meet specific requirements to ensure
that both product and services are maintained to deliver operational
objectives.
Whatever the product and service requirement, our customers with
a maintenance contract will be secure in the knowledge that all
their enquiries are given priority treatment and every effort is
made to diagnose and close down problems fast.
Whether you have a single unit or multiple sites with complex systems
and configuration, our service management database enables us to
record all the details of an agreement, the equipment, locations,
contacts, service history and costs, as well as log, plan and control
support requests. Much of this all important information can also
be made available to view on line by customers which is a great
benefit to those who want to keep in touch with progress any time.
Our In Country Support
Site surveys, installation and commissioning of equipment, trouble
shooting, annual maintenance programmes, training, and project based
support are all offered by our team of highly skilled engineers.
We also have in country engineers in locations around the globe
and can arrange for in country installations, site surveys and ongoing
support and maintenance.
Plus International Service Co-ordination
NSSL has an established global network of marine and telecommunications
service support agents to undertake repair work world-wide. Field
Engineers provided by our world-wide agents attend NSSL training
and are accredited to a certified standard. All agents who provide
support services are subject to rigorous inspections. Where our
world-wide agents are used we provide technical assistance and logistical
support to ensure all work is finished to agreed standards and timescales.
Spares and Repairs
NSSL maintains a large stock of spares to support main equipment
supplied by us. These spares are utilised to repair equipment in
our workshop and support our customers in the field. We also have
support facilities in Dubai and US.
NSSL can prepare and despatch spare parts on a 365-day basis to
designated locations and to agreed time scales. Whenever possible
we will work with customer preferred shippers to minimise freight,
customs and handling costs.
An advance replacement service against nominated equipment is provided
to our contract customers to avoid delays in repair time. Under
agreement NSSL has also the storage and capabilities to hold customer
owned stock and issue out under controlled procedures, including
serial number tracking within an approved asset management system.
For those customers who elect to return their equipment to NSSL
for repair, our experienced workshop engineers at Redhill will undertake
most repairs within 14 days and only in exceptional circumstances
will equipment need to be sent to the manufacturer for repair.
Should our evaluation of the faulty equipment make a repair uneconomical
we will advise you of the status and submit a proposal for a suitable
alternative new replacement.
Service in Warranty
NSSL guarantees that equipment under warranty will be repaired to
agreed timescales and in accordance with manufacturer's guidelines.
For those customers who have a service contract with us, the added
benefits of our 24/7 priority help desk and advance replacement
service will minimise downtime of operations.
Where goods have been obtained independently of NSSL and under manufacturer's
warranty, but supported as part of a support contract with us, we
will organise support in accordance with the customer's purchasing
agreement with the manufacturer provided this is made known in advance.
Help Desk and 24/7 support
Our established team of advisors and technicians handle first line
enquiries through our Customer Centre. All enquiries are monitored
and controlled to closure to ensure your needs are met. Where the
Customer Centre is unable to handle the call entirely, it will be
escalated to a higher level of support to ensure that our time to
respond to your enquiry is kept to a minimum.
Help Desk services are extended to customers under contract to provide
24-hour support nationally and globally as required. A duty engineer
will respond within the hour to ensure that problems are resolved
with minimum delay.
Customers who elect not to have a service contract may be supported
out of hours but we cannot guarantee response times.
Training
At NSSL we have our own in-house trainers that work closely with
associated companies and suppliers, and with our customers to ensure
that we keep abreast of changing technology and industry developments.
We issue technical bulletins to service partners to ensure they
are kept informed of changes which may impact on both product and
services. Service partners are expected to participate in our training
programmes where possible and follow the guidelines provided for
the installation and commissioning of equipment.
Training programmes are scheduled on a regular basis and may be
customised and made available to customers' maintenance staff.
Our product training courses adopt a typical classroom style presentation
alongside practical hands-on equipment familiarisation, operation,
fault finding and modular replacement. All participants will be
issued with written documentation, which includes handbooks. Course
objectives, syllabus, materials and duration are agreed with the
customer in advance.
Certification is provided to participants on successful completion
of the course. Feedback is encouraged via course questionnaire to
promote the future development and presentation of training.
Radio Surveys
We are pleased to announce that we have been appointed by the following
class surveyors to carry out radio surveys on their behalf:
ABS
BV
DNV
GL
Lloyds Register
Class NK
We can cover the principal ports in South East England from Redhill.
Our inspectors are also experienced and fully qualified for Offshore
work in the North Sea and West Africa. Contact us for further information.
|
|
