Support Plan Details

System support and available options are designed to ensure the integrity of the measurement system as well as provide a quality check on the data products that the system generates. Systems must have Basic Support to qualify for the Factory Service, Field Service, and Field Repair Options. No shipping costs are included; shipping is the customer’s responsibility and a Return Material Authorization (RMA) must be obtained prior to shipping. Systems received at Sensor Concepts Inc. (SCI) without an RMA will not be accepted and returned to the customer.


Basic Coverage

Basic Support entitles customers to phone and email support for troubleshooting system failures and problem resolution. If problems are not able to be resolved via phone or email support, customers have the option to send their system to SCI for evaluation and repair. The system evaluation is covered under the Basic Support at no additional cost and any necessary repairs will be quoted on a T&M basis. Without this minimum level of support, SCI will not be able to service or troubleshoot customer systems. Unapproved customer modifications are not covered and will not be repaired by SCI. Hardware upgrades are not considered repair actions and will be quoted appropriately.

Basic Support provides one (1) year of support for one (1) system. Support periods extending beyond one (1) year will be quoted at the annual rate, for full years, and will be prorated based off of the annual rate for partial years (e.g. 18 or 30 months of coverage).


Telephone Support

This allows users to contact SCI for troubleshooting and problem resolution via email or phone. Calls must be made during the normal working hours.


Priority Repair for systems returned to SCI for service

Basic Support includes priority repair which has a goal of completing the repair within one (1) week after receipt of customer contractual authorization and funding, assuming the parts required for the repair are available. As available, SCI may loan subsystems or components to customers, at no additional cost, while their system is being repaired. Roundtrip shipping of loaned equipment is the responsibility of the customer.


Software Updates

Updates provided as available.


Lapse in Support Coverage

Systems that have been off support for a period of one year or more will be assessed a surcharge of $2,500 per year for each year the system has been off support, NTE $10,000 for any one system.

SCI reserves the right to refuse renewal of Support plans for systems that have been declared obsolete.


Factory Service Option

This add on service is important to maintain optimum performance of your system on a yearly basis. This service includes inspection, maintenance, including cleaning, lubrication, and necessary factory updates required to verify nominal SCI radar system performance.

  • Factory calibration of radar is completed and RCS performance is evaluated.
  • The Factory Service Option allows one (1) system to be returned to the factory for servicing one (1) time per year.
  • All repairs and replacement parts are quoted and charged separately at T&M rates for parts and labor.

The system must be sent to the factory to perform this servicing. It is the customer’s responsibility to schedule services prior to the expiration of the Support Plan’s period of performance. Shipping costs are the responsibility of the customer. Any hardware upgrades requested by the customer will be quoted separately.


Field Service Option

This add on service is important to maintain optimum performance of your system on a yearly basis. This onsite service offers inspection, maintenance and calibration of the radar and RCS performance is evaluated.

  • The onsite field service is costed with one engineer at a maximum of three days onsite plus travel time.
  • Calibration of radar is completed and RCS performance is evaluated.
  • The Field Service Option allows one (1) system to be serviced in the field one (1) time per year.
  • All repairs and replacement parts are quoted and charged separately at T&M rate for parts and labor.

If during the onsite maintenance any abnormalities are observed, SCI offers no guarantee the system can be repaired onsite and no onsite repairs have been costed. Furthermore, repairs may require the system or subsystem to be shipped to the SCI factory for evaluation and potential repair. Shipping costs are the responsibility of the customer. Any hardware upgrades requested by the customer will be quoted separately. Field service activities will be scheduled at mutually agreed upon dates based on current workload and resource availability at the time of scheduling. SCI can support a limited number of Field Service activities each year. SCI cannot guarantee availability of this option; however, this will be confirmed and reserved upon contract execution.


Field Repair

Customers that have a support agreement may request to have a factory trained technician come to the customer site for evaluation and possible repair of reported problems. SCI will be onsite for service at the earliest possible convenience to execute the repair strategy which has been mutually agreed on with the customer. All travel and repairs are quoted separately and charged at T&M rates. Field repair premiums offset the burden of supporting these unforeseen activities in a timely manner. The premium is based on site location and will be included on any associated field repair contract.

Note: SCI offers no guarantee the system can be repaired onsite. If a system must be returned to SCI’s factory for repair after the field evaluation, an updated T&M quote will be provided. Shipping costs is the responsibility of the customer.


Multi-system Support

Customers who manage multiple systems may contact SCI to discuss the options related to consolidating the individual support plans for their systems.


Obsolescence

Both the SCI-Xe-AC and SCI-2k based systems, along with their associated spare components, are currently inactive and are no longer available for sale. SCI has committed to fully supporting these systems for five (5) years from the date that the last system was delivered off of the respective production line, with limited support for these systems continuing for an additional two (2) years beyond that. SCI has extended the full service and support period to the end of the calendar year, 5 years after the last unit was delivered.

SCI-Xe-AC SCI-2k Based Systems
Final Production Date October 2015 August 2016
End of Full Support December 31, 2020 December 31, 2021
End of Limited Support December 31, 2022 December 31, 2023
  • Full Support
  • No change in the level of support from the active phase of the product lifecycle. SCI will actively manage part obsolescence through this period.

  • Limited Support
  • SCI will repair systems to the greatest extent feasible based on part availability.

Note: Repair requests for systems not covered by a Support Plan will be subject to availability of resources. If the request is approved, an evaluation fee may be assessed. After the evaluation, a repair cost estimate will be submitted. A valid customer PO is required to initiate any repairs. A final repair cost invoice will be submitted at completion of work and must be paid within required payment terms. All shipping costs are the responsibility of the customer.

Contacts

Business Hours

  • Monday - Thursday: 7:30 am to 5:00 pm PST
  • Every other Friday: 7:30 am to 4:00 pm PST
  • Saturday & Sunday: Closed