Our Performance Based Contracts (PBCs) offering is an inclusive support and services solution with guaranteed, measurable level of performance for a yearly fixed price. We work with you to choose the ideal PBC for your organisation, usage patterns and budget so that you can be confident that your equipment will be ready for action when you need it.
Supply the right part, in the right place, at the right time for repair capability.
Guarantee the right level of availability.
Ensure that critical missions are achieved without failure.
CUSTOMER CONTACT CENTRE / CUSTOMER ONLINE
A dedicated 24/7 hotline for email and telephone inquiries and requests offers guaranteed call-back times and detailed ticket tracking. All our PBCs include access to the Customer OnLine collaborative platform giving you fully secure access to operational, technical and marketing information and a single repository for all PBC documents.
Thales appoints a dedicated program manager who is responsible for managing all activities under the program. The program manager ensures that performance guarantees are met and makes sure you are fully satisfied with the services provided.
Thales offers a wide range of support activities to support your operations. With Incidents & Problems Management, we find solutions to restore and preserve functionalities as quickly as possible if an incident occurs. Our Skills Preservation service consists of regular on-site refresher training in order to maintain your equipment maintenance skills. With the Service Bulletins service, users and maintenance personnel are immediately informed about updates or modifications that need to be taken into account quickly. With the Technical Documentation Update service, technical documentation can be updated with already supplied service bulletins on a regular basics.
All our PBCs include a Configuration Management service to cover product change control. Obsolescence Tracking & Information is a proactive approach about preserving support capacities over the long term. And last but not least, our Cyber Protection service highlights vulnerabilities before they can be exploited by cyber-attacks.
Remote Technical Support staff provide technical assistance to diagnose and resolve incident or problems arising from daily operations. Fault diagnostics can be conducted across secure connections between our technical teams and your systems if needed.
If an issue cannot be resolved by remote assistance, we also propose On-Site Technical Assistance: a technical expert travels to your site to perform the required investigations and repairs where possible.
DIGITAL COLLABORATIVE SERVICES
Our SmartFleet online solution combines Computerised Maintenance Management and Fleet Management so you can easily plan and record your maintenance operations, prepare your missions with maximum efficiency and availability, monitor health and usage statistics, and automatically generate reports for every product in your fleet.
According to the maintenance organisation defined for each specific PBC program, we ensure corrective and preventive maintenance of sub-assemblies under our own responsibility, on-site where possible, or on Thales premises if necessary. You are regularly informed about the latest versions and possible deployment plans for all types of maintenance resources.
Thales offers a wide range of supply chain activities. For PBC1, we operate a Spares Desk located in your country to guarantee timely delivery of all the spare parts needed for your maintenance activities. For all PBCs, Thales manages all aspects of Logistics for each supply-chain organisation: export licenses, packaging, shipment, customs, insurance, and transport.
With the Spare Parts Management service, we are able to manage your spare and to determine their optimal stock levels to guarantee your repair capability.
Thales's Airborne Support & Service Solutions offer flexibility on two levels:
a) Contractual flexibility to take variations of your fleet activity into account. The yearly PBC price will be adjusted to your operational needs.
b) Operational flexibility to ensure deployment of mobile resources on a case by case basis. This includes a rapidly deployable mobile ISO 7 clean room giving your teams the ability to carry out maintenance work on theatre.
PREDICTIVE MAINTENANCE WITH SMARTFLEET
The Thales SmartFleet solution is an advanced predictive support tool that takes maintenance optimisation to a whole new level. Using a combination of Health and Usage Monitoring Systems, Big Data technologies and patented algorithms, it optimises equipment selection to reduce the risk of equipment failure during a mission and increase availability. It is suitable for all optronic equipments and is hosted on secure Thales servers. It comes with an intuitive interface that displays overall fleet status, equipment locations and usage statistics.