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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General and legal information

Manufacturer's recommended retail price (MSRP). The price shown does not include VAT. Prices and offers are only intended for entrepreneurs and not for private end consumers.

You may use the electronic signature via DocuSign to submit your information to enroll with the Rohde & Schwarz Customer Delegated Administration program. DocuSign processes the information provided according to their . The minimum system requirements for using the DocuSign system may change over time. The current system requirements are found

Terms & Conditions of the Prize Draw 10 years Rohde & Schwarz oscilloscopes

1. The prize draw “10 years Rohde & Schwarz oscilloscopes” (herein referred to as “Draw”) is organized by Rohde & Schwarz GmbH & Co. KG, Mühldorfstraße 15, 81671 Munich, Germany, Tel. +49 89 41 29 0 (herein referred to as “R&S).

2. All participators can register to the draw during January 01, 2020 to December 31, 2020 with their name, company name and business e-mail.

3. Participation is free of charge and not dependent on the purchase of goods or services.

4. The draw is only open to legal entities and only the legal entities are able to win the prizes. An individual person is not allowed to participate on its own name and its own account but as a representative of a legal entity filing the participation form in the name of and on behalf of the legal entity.

5. The prizes to win are 1 of 10 R&S®RTB2000 within the time frame January 1, 2020 to December 31, 2020:

Prize: 1x R&S®RTB2000 Digital Oscilloscope

6. The draw takes place at Rohde & Schwarz headquarters, Muehldorstrasse 15, 81671 Munich. The winner of the prizes will be informed by e-mail within 5 (5) working days.

7. The authorized representative of the legal entity shall inform Rohde & Schwarz about the acceptance of the price. In case of the denial of the acceptance, or no answer within two (2) weeks, a new winner will be drawn. If no winner can be determined within four (4) weeks, the draw ends and the prize forfeit.

8. R&S’ employees and members of their families and also person being familiar with the process of the draw and members of their families are excluded from filling the participation form.

9. No cash equivalent or exchange of prizes is allowed. Prizes are non-transferable. All taxes, levies, duties, fees and other charges levied in the participant´s country shall be borne by the participant.

10. Personal data will be processed only for the purpose of this prize draw and deleted four (4) weeks after the draw, if not agreed otherwise.

11. Any Participant who does not comply with these Terms & Conditions may be disqualified by R&S from this Competition. In such cases, prizes can also be withdrawn retrospectively. In case a prize is withdrawn retrospectively due to the non-compliance with these Terms & Conditions, it shall be returned by the respective participant at his cost to R&S’ address mentioned under Nr.1 and a new winner will be drawn.

12. The participants cannot claim the prizes of this draw and no legal recourse is permitted in this respect.

13. The draw and any contractual relationship arising therefrom between R&S and the respective participant shall be governed by and construed in accordance with the laws of Germany, without any recourse to the conflict of laws. The courts of Munich, Germany, shall have exclusive jurisdiction in case of any disputes arising directly or indirectly from the participation in this Competition.

* “fast delivery” inside 7 working days applies to the Rohde & Schwarz in-house procedures from order processing through to available ex-factory to ship.