Choose Your Service LevelThales Customer Services and Support

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IN-SERVICE SUPPORTTo successfully accomplish your naval missions, the systems on board must be in optimal operational condition. The availability and reliability of the systems on board is crucial. This means In-Service support such as accurate management, adequate maintenance, and fast logistic services must be totally integrated into your daily business. A business that is getting harder due to a variety of changes in the operational environment. With the introduction of the Thales pre-defined Service levels you can now optimise your In-Service support for mission systems. Select the services that optimise your operational availability in the most cost effective manner.

OPERATING IN A CHANGING ENVIRONMENTToday, Naval forces operate in a complex and highly challenging environment. Peacetime operations, for example, are becoming more important for ensuring maritime safety and security at home as well as abroad. Changes to operational tasks are forcing navies to have a wider diversity of smaller classes of ships that, at the same time, must be able to fulfil an increasing variety of tasks. This results in a growing demand for less but more specialised equipment affecting the characteristics of your support and maintenance organisation.

In parallel with this, naval forces are confronted with sophisticated high-tech systems that develop rapidly. Enhanced by the tendency to utilise Commercial of the Shelf (COTS) equipment.

Finally, we see that, worldwide, forces are confronted with an economic situation that limits their financial possibilities. In a time where the need for international operations increases, the overall budgets are shrinking.

REDEFINING SUPPORT REQUIREMENTSThe above changes in the Naval environment require not only much higher skills from your maintenance personnel but also more frequent training or re-training. The support infrastructure, for example, calls for additional investments. And due to the mismatch between the COTS lifecycle and the lifecycle of Naval equipment the availability of spare parts needs special attention. Overall, more accurate monitoring and forecasting is needed to be able to adapt to this continuously changing environment.

Challenges:• Environment• Technology• Budget

A changing world requires a new In-Service approach

A STRONG PARTNER FOR IN-SERVICE SUPPORTHaving served the world navies successfully for more than 90 years, Thales has become the authority in the Naval business. We have earned a leading position with an installed base of systems (which have an operational lifetime between 20 and 30 years) spread over more than 50 navies around the world. This is why we have committed ourselves to the highest level of service and support!

THE BENEFITS OF EXISTING KNOWLEDGE AND INFRASTRUCTURE• Up to date operational capabilities.

Because we translate our knowledge on system-usage into user friendly training modules and documentation.

• More accurate forecasting of your future demands empowered by special developed processes. Based upon pre-committed agreements within the field of maintenance and spares and repairs.

• Minimisation of your maintenance costs, supply chain costs and education costs enabled by the economies of scale.

• Direct in-country access to service engineers through a network of local support centres around the world.

• Access to the extended knowledge base of more than 60.000 Thales experts. Expertise that we continuously develop to fully support your daily activities.

PRE-DEFINED SERVICE PACKAGESThales has set up a wide range of services arranged in four different levels to optimise the operational availability of your systems. Depending on your criteria, you can choose the level that suits your organisation the best. The service levels that we offer are:

Traditional Approach with no Long-term ObligationsOn Demand is the traditional approach where services are ordered on a case-by-case basis. These services range from Technical Assistance on-site to Documentation Update and Training.

The On Demand approach is characterised by no long-term contractual obligations and a request for the required services when they are needed.

With the On Demand approach you keep control yourselves, but the drawback is that short-term contractual arrangements have to be made every time a service is required. This inevitably leads to administration delays and subsequent longer delivery times.

Cost may change case by case as well, so financial planning will be difficult and risk will be owned completely by the owner of a system.

A Selection of Pre-defined ServicesAn Enabling Contract streamlines the In-Service support by creating a contractual framework for the delivery of services.

Within the framework, individual services can be selected by the customer and agreements made on the performance indicators and level of each service supplied. The Thales Enabling Contract yields a significant reduction in Cost of Ownership by:

• Reducing the administrative overhead for ordering services and goods.

• Can avoid Case by Case offering and negotiations for items covered by the agreed framework.

• Costs must have been agreed upfront and the risk, while executing the service, is owned by Thales.

• Achieving lower costs and shorter delivery times for those items covered by the agreed up-front framework.

• Guaranteeing a shorter turnaround time for maintenance repair events.

• The Enabling Contract can be tailored to the needs of the customer.

ON DEMAND SUPPORT ENABLING CONTRACT

In-service Support for a Fixed PriceA Contract for Availability is based on an agreed performance level for a fixed cost. This is generally more efficient and effective than an On Demand Support Service or an existing contract.

The benefits of this ‘care free’ approach are:

• Continuous investment in an In-Service support organisation are avoided.

• A fixed annual In-Service support fee ensures the agreed operational availability in all circumstances.

• Financial planning is feasible.• Periodic reports that show the achieved

performance based upon Key Performance Indicators.

• Continuous monitoring of your products, services and processes with a view on improvement.

• Risks relating to system availability are handled by Thales.

You own the system and we (or one of our official contractors) perform all the In-Service support for a fixed price for the duration of the contract. All In-Service support activities are planned, controlled and executed by Thales.

Blending Intensive Co-operation into Full CapabilityA Contract for Capability covers a chosen set of services and products to support your missions. All you need to do is focus on the final result rather than on how to ensure the availability of resources and systems.

The benefits of this ‘coherent’ approach are:

• Focused action on core activities • Optimised availability of resources and systems• Potential elimination of initial capital

expenditure and on-going cost of capital charges.

• Long term delivery to provide growing budget certainty and affordability.

• Worry-free operations with less complexity and lower risks.

Make use of all the assets that we supply within this Contract for Capability or allow us to manage yours. Gain from our specialised knowledge and experience.

We provide a variety of solutions to achieve the highest value for your money. Find out which of our financial models suits your organisation in the most innovative way and realize optimal capability in a cost effective manner.

CONTRACT FOR AVAILABILITY CONTRACT FOR CAPABILITY

GROW YOUR SYSTEM AVAILABILITY WITH INTENSIFIED CO-OPERATIONLooking at the four service levels that we distinguish you will see that with each service level the overall cooperation between you and Thales becomes more intensive. A proven way that not only results in a growing availability of your systems but also decreases your overall costs of ownership.

Define your system requirements and use our expertise to find the optimal solution for your particular situation.

CONCENTRATE EVEN MORE ON YOUR CORE ACTIVITIESWithin the On-Demand service level, we offer our specialised services upon request. When the service levels develop, the service tasks are gradually transferred from your organisation (the operational user) towards Thales (your industrial partner).

At the same time, when your workload decreases, a considerable decrease of your own risks related to your capital investments is realised. This enables you to focus more on your core, operational activities.

COMPOSE YOUR OWN OPTIMAL SERVICE PACKAGEEach service level offers a unique service approach that is aimed at the total Thales mission system.

Each level demonstrates a different service solution and that is why one solution might perfectly fit your overall organisational requirements where the other is best applicable for just one or two particular systems. Pick and choose the solution that covers each individual requirement and compose the optimal service package for your complete platform.

Direct access to world class support maximises the availability of your mission critical systems.

OVERVIEW OF OUR SERVICES

Maintenance Services

The Service Desk responds to your technical questions offering instant assistance and prompt answers, when direct access to experts is required.

The Waterfront Engineer assists you in identifying and solving problems and issues, at tasks that go beyond the capabilities of the crew.

The Mission Check service monitors your system proactively, identifying potential failures during the pre and post mission phases.

The Technical Assistance service, offers on-site experienced technicians that can perform inspections, investigations, repairs and setting-to-work of on-board systems.

The Health Check service, in addition to regular maintenance, ensures the highest level of system performance.

The Overhaul service performs extended preventive maintenance tasks to overcome the effects of adverse operational environments.

Optimisation Services

The Documentation Update service provides documentation updates when changes, updates or upgrades occur, offering you the most appropriate information.

The Training service increases the professional skills of the crew by combining the latest system knowledge with modern education techniques.

The Field Data Analysis service collects data from several sources. These analyses will result in clear recommendations for your maintenance and supply chain.

The Inventory Optimisation service determines optimal stock levels at each location in the supply chain to prepare your organisation for future demands.

The pro-active Obsolescence services ensure lifetime supportability with optimum cost-effectiveness

Supply Chain Services

The Replenishment service provides an up to date catalogue of spare parts to the customer on a regular basis.

The Repair services eliminate one or more of the typical repair cycle phases, leading to reduced repair turnaround times.

Capability Improvement

The Update and Upgrade service includes system updates or upgrades specially developed to respond to your new operational environment or technical improvements

Replenishment

Repair

Documentation Update

Training

Field Data Analysis

Inventory Optimisation

Obsolescence

Update

Upgrade

IncludedSelectable

Service Desk

Waterfront Engineer

Mission Check

Technical Assistance

Health Check

Overhaul

Contract for A

vailability

Contract for C

apability

Enabling Contract

On D

emand Support

MaintenanceServices

Supply ChainServices

OptimisationServices

CapabilityImprovement

THALES IN-SERVICE AND SUPPORT• More than 90 years of experience• World leader in support of Naval systems• Large installed base spread over 50 navies• Fully committed to the highest level of in-service and support

KEY BENEFITS• Up-to-date operational capabilities• Agreed availability• Predictable maintenance budget• Low Life-cycle costs• Shared risks• Direct in-country access to service engineers• Access to highly trained and experienced Thales personnel worldwide

BelgiumBrazil

Brunei

Canada

Chile

Ecuador

Germany

France

Australia

LithuaniaJapan

Italy

Indonesia

India

USAUK

UAE

Turkey

Sweden

Spain

South Africa

South Korea

MoroccoNetherlands

Norway

Saudi Arabia

Singapore

Malaysia

THE CHOICEOF OUR CUSTOMERS

BelgiumBrazil

Brunei

Canada

Chile

Ecuador

Germany

France

Australia

LithuaniaJapan

Italy

Indonesia

India

USAUK

UAE

Turkey

Sweden

Spain

South Africa

South Korea

MoroccoNetherlands

Norway

Saudi Arabia

Singapore

Malaysia

THALES UNDERWATER SYSTEMS - 525, route des Dolines, 06903 Sophia-Antipolis Cedex - France. Tel: +33 (0) 4 92 96 30 00 info.tusservices@fr.thalesgroup.com

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