At Kongsberg Digital, we endeavour to work in close partnership with our customers - from project initiation, to installation and throughout the simulator system's operational lifetime.
We are by your side
Our K-Sim Support concept consists of a range of customised service- and support activities.Depending on your needs, you can choose:
- Global 24/7 on-call assistance at standard service rates
- Long Term System Support Program (LTSSP) which ensures your system is always current and in line with the latest industry standards, and with the benefits of getting a quick response, scheduled updates and a predictable annual cost.
Long Term System Support Program K-Sim Support Services
At an agreed annual rate, you will get scheduled support and annual software updates that will keep your system at optimum performance throughout its life span.Our team has extensive knowledge of your system, which enables us to proactively inform you about recommended services, modifications and available updates. The LTSSP concept includes three pre-defined levels of support, targeted to your individual needs:
The Basic Support level gives you access to helpdesk and basic support. With this level, you will get information about the latest product news and access to software downloads to facilitate troubleshooting.
Services included in Basic support level:
- 24/7 Global Telephone Support
- Access to a customer web portal for information on new product releases and software downloads
- Online tracking of status on reported support requests
This support level includes an assigned service technician who has extensive knowledge of your system and your utilisation of it, ensuring efficient troubleshooting of your reported service issues.
Services included in Priority support level:
- All services in the Basic support level
- Free attendance at the annual Kongsberg Digital Simulation User Conference for 2 persons
- Assigned service technician
- Remote assistance and diagnostics
- Emergency escalation procedure
- Guaranteed availability of spare parts
- Spare part discount
With availability 24/7 and remote assistance, this support level enhances the stability and uptime of your simulation system.
Premium offers the highest level of support and is customised to your needs. In addition to the benefits offered by the other support levels, Kongsberg Digital proactively collaborates with you to continuously develop your simulation system.
Through planned activities during the service contract period, the simulation system will be updated with the latest software release and new hardware, if this is included in the agreement.
All services in the Basic and Priority support levels are included in the Premium support level, in addition you may choose among different support options.
Service options in Premium support level:
- Scheduled on-site visit
- On-call site visit
- Simulation system software update
- PC hardware update
- Extended hardware warranty
- Scheduled training
- 3rd party system software update
- System extensions and upgrades