L-3 WESCAM Sonoma Operations

SERVICE & SUPPORT

SERVICE & SUPPORT > FAQs

CUSTOMER SERVICE
428 Aviation Boulevard, Santa Rosa, CA 95403
Tel: 707.236.1063
Fax: 707.284.3160

Frequently Asked Questions (FAQs) about L-3 WESCAM Sonoma Operations (WESCAM Sonoma) Service Plans:

What repair options are available?
- Extended Warranty
  - Material and Labor included
- Repair on Demand
  - Fixed Material and Labor per repair event
- Annual Firm Fixed Service Plan
  - Full Service for all-in-one price
  - Guaranteed Repair Turn Around Time (RTAT)
- Tailored Service Plan
  - Performance Based Logistics (PBL)-RTAT, Availability
  - Support By the Hour (SBH)
- Additional Services Available
  - Program Management
  - Field Service Representative (FSR)
  - Spares Analysis and Provisioning
  - Obsolescence Management
What is included in Annual Service Plans?
- All Labor and material for a period of one year (or the length of the purchased Service Plan) regardless of the number or type of repair tasks for all operational systems
- Replacement of Customer purchased spares used during the repair tasks or through attrition if requested
- Expedited repairs through overtime and weekend work
- Designated Program Manager
- Guaranteed RTAT
- Access to WESCAM Sonomacommercial SRUs-e.g. EOW Lens, EON Camera…
- Access to LRUs – e.g. Turret, SIU, Hand controller…
What are the benefits of an Annual Service Plan?
- One fixed annual fee for all repairs regardless of frequency or repair activity
- Can be purchased for yearly or multi-year periods
- Reduced administrative work associated with quoting and approval process
- Reduced and Guaranteed RTAT- no waiting for funding or repair approval. Repair job commences immediately upon receipt of failed equipment
- Tailored programs include Program Management support and Status reports
- Provides known budget requirements over multiple years
Are Loaner LRUs available?
- Yes, under Annual Service Plan depending on service plan and customer location
- WESCAM Sonoma shared LRU spares pool support
  - A serialized list of shared (loaner) LRU spares provided as part of Service Plan, dependant on location
  - Available on a first-come-first-served basis
- Upon repair and return of the failed customer LRU, the loaner is returned to the shared LRU pool
- “Hot-spare” sparing: LRUs provided to a designated customer for a period of time-customer pays for access to a specific set of LRUs during the paid for and covered period
Are Shared SRUs available?
- Yes, under Annual Service Plans
- WESCAM Sonoma shared SRU spares pool supports Service Plans to maintain guaranteed RTAT
- Upon repair of customer’s faulty LRU (by using a WESCAM Sonoma shared SRU), the customer’s SRU become part of the WESCAM Sonoma shared SRU pool
How can RTAT be decreased and Operational Availability be increased even more?
- Customers purchase of SRU spares will further reduce RTAT. WESCAM Sonoma can provide a recommended SRU spares list based on the number of fielded systems and operational profiles
- Customer purchase of LRU spares, for immediate replacement in the field will provide the highest operational availability
What type of failures are included under warranty and/or Service Plans?
- Failure or damage during normal operations, usage and maintenance
- Contractor Maintenance-induced failures or damage
- Reported failures with No-Fault-Found (NFF)
What type of failures are excluded under warranty and/or Service Plans?
- Failure or damage due to “Acts of God” e.g. bird strikes, lightning, weather related failures…
- Failure or damage due to accidents
- Customer maintenance-induced damages
- Failure or damage for any reason upon exceeding the maximum negotiated hours for the delivery Order or the total yearly maximum operational hour