Service Level Agreement

We lay the groundwork for top performance in your core business – that‘s our primary focus at Rohde & Schwarz. That‘s why we back up our high-quality, long-lasting products with our service level agreement, providing you with exceptionally reliable service that helps you control your costs.

Benefits at a glance

  • Support with guaranteed response times
  • Overview of your requests (service level agreement reporting)
  • Remote error analysis and remote system updates
  • Access to the feature request system for information about funtional enhancements
  • Planned expenditures

e.g.: Service Level Agreement AVHE100

Tailored to your needs: the service packages

Our highperformance service is tailored to meet your specific requirements. You profit from our flexible service concepts and transparent costs.

24/7 problem reporting

The Rohde & Schwarz Internet portal lets you submit a problem report – around the clock, from anywhere in the world. A qualified Rohde & Schwarz service technician will contact you to discuss the solution. The response time for the callback will depend on your service package. You can check the status of your ticket at any time via the Rohde & Schwarz Internet portal.

Technical support

Your problem report will be received by the Rohde & Schwarz support team during the regional business hours. A qualified service technician will handle it within the response time defined by your service package. Depending on the type of problem, the technician will immediately initiate additional measures to eliminate the error. In emergencies you get technical support by a team 24/7.

Remote error analysis and on-site support

The Rohde & Schwarz service technicians identify and localize errors immediately via remote Internet access. This reduces system downtime and minimizes costs. When problems cannot be eliminated via remote access or by replacing system components, Rohde & Schwarz will send highly trained service technicians to your site.

Repair services

Cover all repair costs (time and material costs), plus the cost of domestic shipping through Rohde & Schwarz logistics partners.

Hardware exchange service

With the hardware exchange service, any necessary system components and spare parts will be shipped from a dedicated pool on the next working day at the latest. Shipping costs through Rohde & Schwarz logistics partners are covered by the R&S®Service Level Agreement.

Managed local spare parts pool

To ensure maximum system availability, you also have the option of maintaining an on-site supply of the most critical spare parts. Rohde & Schwarz will design a proposal tailored to your system. For the duration of the agreement, the spare parts pool will always be refilled as needed without any additional costs.

Regular maintenance of your Rohde & Schwarz system

Regular monitoring and preventive maintenance of your system is performed by a Rohde & Schwarz service technician. This service includes, for example:

  • System performance optimization
  • Firmware / software updates
  • Log message analysis
  • Hardware maintenance

Any travel expenses are invoiced separately.

Remote system updates

A Rohde & Schwarz service technician will schedule a date with you and remotely update your system.

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Your Rohde & Schwarz Team

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