Three different support levels are available. 1st level support is granted by the local applications engineer at the customer’s site. 2nd level support is conducted through our extranet database on GLORIS, where experienced application engineers work on a quick solution. Finally, 3rd level support in addition involves our development teams.
We offer after-warranty service, software service and calibration service. After-warranty service consists of problem-report service, hotline support service and repair service.
Problem-report service consists of the following:
- Access to the Rohde & Schwarz problem report (PR)
- Analysis of the problem reports and proposal of possible solutions including test on Rohde & Schwarz reference systems in Munich if applicable
- Administration of problem reports
Depending on customer agreement, service levels are refined e.g. with respect to problem-report response time.
Hotline support service grants the availability of your local hotline (1st level support) as well as of a designated system specialist (2nd level support).
For repair of system hardware, it is useful and cost-efficient to order the Rohde & Schwarz repair service. In addition to repair of your hardware, you have access to a common pool of spare instruments in various locations. If possible, local service technicians will perform on-site repair. Your downtime can thus be minimized.
Software service includes the following:
- Big fixes and minor enhancements
- Implementation of change requests to the relevant 3GPP specification
- Delivery of updated software including documentation*
- Revalidation of the delivered software if applicable, to be performed by accredited test houses
* Delivery of software is made on the system download database at Rohde & Schwarz, which can be accessed by the customer via the Internet.
Rohde & Schwarz also offers calibration service for your conformance testing equipment. We are certified with various international institutes, such as Deutscher Kalibrierdienst (DKD), ISO 9001, the National Institute of Standards and Technology (NIST), CNAL, DANAK and the United Kingdom Accreditation Service (UKAS).
Continuous, biyearly training activities makes certain that all support personnel are up-to-date regarding new technologies (i.e. WiMAX) and that they get updates on latest innovations and solutions. This ensures high quality on all support levels. Furthermore, we strengthen collaboration of support and development by working together with key customers and having the support integrated in development so that new technologies can be adopted as early as possible.
