Terma Lifecare – Your Operations Our Support


Introduction

Reliable Services and Predictable Total Cost of Ownership

Uninterrupted operation of mission critical systems is crucial for national security and the safety of people. Therefore, we offer Terma Lifecare, an industry leading service solution ensuring reliable delivery of key service elements such as Support, Field Services, Spare Parts Supply and Repair that all help manage the risk of system downtime.

Terma Lifecare is available for all products in the Terma radar surveillance portfolio as well as Termas naval solutions.

Intro _01_464Terma’s SCANTER radars are built on years of experience in protecting the maritime domain, borders, airports, harbors, and critical infrastructure. Uninterrupted radar operation is imperative for the continuous operation. This is the reasoning behind Terma Lifecare.

 

Proven Service Provider

Terma has been a world leader within radar solutions for more than 70 years. Our 3,000+ Terma radar systems are protecting borders and critical infrastructure worldwide, finding people and ships in distress at sea, as well as keeping air traffic safe in airports and around wind farms - and we are the absolute experts when it comes to maintaining any of our solutions.

Intro _02_464Globally, more than 2 billion airport passengers rely on Terma’s Surface Movement Radar every year.

On Land, Offshore or at Sea

Terma solutions solve vital tasks whether installed on land, offshore or onboard a vessel. To ensure that adequate service is available, Terma Lifecare service level agreements are built to scale with mission criticality and operational profile to match each individual implementation. 

Benefits _02Our Naval Air & Surface Surveillance Radars that provide full-automatic volume surveillance and early detection of multiple simultaneous air- and surface targets are also covered by Terma Lifecare. The same goes for our Command and Control Systems and Decoy Launching Systems.

Services

Terma Lifecare

Terma Lifecare is a set of services that are essential elements in obtaining operational peace of mind. Covering a broad palette of vital support and maintenance services, Terma Lifecare Service Level Agreements are relevant to all owners of mission critical equipment; agreements scale from single unit installations to countrywide solutions and are shaped to the individual customer by selecting the level of service for each service element that best matches customer demands, considering system scope, purpose and criticality, customer maintenance organization etc.

The Terma Lifecare Standard offering is designed to fit most customers needs for a service level agreement. Upgrade options are made available to those who require faster support and service reaction that what is available through the standard offering.

All Terma Lifecare agreements include set terms and conditions for the duration of the agreement to ensure transparency through known costs, known response times, and known delivery times for spare parts and services.

 Terma Lifecare service matrix


Lifecare Connect

Lifecare Connect – Value Adding Digital Services

Lifecare Connect is the digital service associated with Terma Lifecare. The service facilitates fast and easy maintenance support through secure communication channels.


Music by Broke For Free 

Lifecare Connect Monitoring

Imagine always being up-to-date with the perational state of a radar system, without having to be on-site. Through the Lifecare Connect iOS and Android app, authenticated users can monitor real-time system health data, from one or more connected SCANTER radar systems.

Trough the intuitive user interface, high as well as detailed level data is readily available and easy to interpret, thanks to the organized drill-down structure of the user interface.

Lifecare Connect Remote Support

Even though many issues can be resolved by telephone support, complex issues may require direct access to the operational radar system. This used to always entail a field service call-out. Not anymore.

With Lifecare Connect Remote Support, remote access to operational radar sites is obtained through an internationally certified remote connectivity framework (NIST SP 800-115 and IEC 62443 certified). The solution establishes a secure tunnel between the remote client and the radar site through which it allows only authorized and authenticated applications and users to connect to the radar. Two-factor authentication, embedded certificates, and time-stamped activity logging are some of the controls implemented to make the solution cyber-resilient.  

By establishing a connection through the remote connectivity framework, Terma Operations Center can supply most support services without having to go on-site. The services include:

  • Diagnostics and Troubleshooting
  • System tuning
  • System configuration
  • Reporting

Availability

Lifecare Connect is available for most products in the SCANTER radar product portfolio.

The Lifecare Connect Monitoring and Lifecare Connect Remote Support services are available for inclusion in all Terma Lifecare Service Level Agreements.

 


Organization

Terma Service Organization

Terma has great experience in servicing security and naval solutions across the globe. With an Operations Center staffed by only highly qualified service engineers who all have extensive hands-on experience, customers are always certain to get expert assistance right from initial contact and until the reported incident is solved or the service request is successfully handled.

 TSS Infographic

Terma Operations Center

Staffed by our own expert support engineers, Terma Operations Center handles all incoming support and service requests from end users and system integrators. By always connecting to Terma through our Operations Center it is ensured that incident reports and service requests are handled rapidly and that all correspondence is logged and registered uniformly to ensure traceability.

 


Benefits

Optimal System Performance

Terma Lifecare is your insurance for optimal performance of your Terma solution. With the correct utilization of Terma services and an adequate implementation of preventive maintenance measures, customers can rest assured that their Terma solution performs to its full potential for many, many years – and with our hardware and software upgrade services, your investment is protected even longer.

Benefits _01Terma’s Obstruction Light Control (OLC) vastly reduces light pollution and increases public acceptance of wind farms, thus being a true enabler for a more sustainable energy grid

 

Service Reliability

Entering a Terma Lifecare service level agreement is your guarantee for timely and reliable service delivery for your Terma products. Standby service engineers with priority access to spare part facilities and repair workshops ensure that all Terma Lifecare customers are served with priority. This means, that with a suitable service level agreement in hand, help is always there when you need it - at guaranteed response, repair and delivery times.

Transparent Maintenance Budgets

Terma Lifecare service level agreements implements several measures to ensure reduced and transparent system maintenance budgets. When entering a Terma Lifecare plan, terms and conditions are settled for the duration of the agreement and services are delivered at fixed prices. By taking it one step further and joining our extended warranty programs repair costs are leveled, and by knowing the price of support and services up front, maintenance budget planning becomes much more reliable.