INTEGRATED LOGISTIC SUPPORT
Our paramount commitment is to place the customer at the center of every activity and decision. We believe that strong and long-lasting partnerships are built through reliability, responsiveness, and continuous support throughout the entire project lifecycle. By understanding each customer’s specific operational requirements, we provide tailored solutions, technical expertise, and dedicated assistance designed to ensure efficiency, continuity, and successful project execution.
Our prompt and flexible approach enables us to respond effectively to evolving needs while maintaining high standards of performance and service at every stage of the process. Through close collaboration, transparency, and mutual trust, we strive to establish enduring relationships that strengthen cooperation, enhance operational effectiveness, and contribute to the achievement of shared objectives.
To enhance efficiency and reduce costs, our systems offer full remote access for direct transmission of diagnostic logs, minimizing onsite visits thanks to the use of advanced AI algorithms, so reducing operational expenses and improving turnaround times. Our ServiceLevel Agreement (SLA) ensures this efficient support. Each Line Replaceable Unit (LRU) has a QR code for quick information access, improving communication and service responsiveness.
We prioritize client support throughout the entire process. Our technical team conducts on-site system commissioning, including standalone and live tests invarious environmental conditions alongside cooperating vessels. Comprehensive technical documentation, structured with DataModules following the S1000D standard, accompanies our systems.
We offer after-sales services such as installation and maintenance courses, along with an advanced ticketing platform for streamlined communication. Our maintenance services, including preventive, corrective, and SLA options, are tailored to meet the specific operational needs of our customers. We have service centers strategically located across the globe.
ICS offers licenses for the X-Rhemon mobile application, compatible with Android and iOS, providing access to radar system performance and diagnostics. Anadvanced real-time monitoring dashboard is available under the Upgrade SLA, using machine learning to improve maintenance efficiency and support predictive actions. Managed by either the end customer or the ICS technical team, the system can be further enhanced with HawkVision, an augmented-reality viewer offered as anadditional service for real-time remote guidance of onsite personnel.
The table below highlights the key features and terms of our two premium service-level options: SLA Handshake PRO and SLA Handshake ÉLITE.
| STANDARD WARRANTY TERMS | SLA HANDSHAKE PRO | SLA HANDSHAKE ÉLITE | ||
|---|---|---|---|---|
| Support via ticketing platform | Customer support (on weekdays) | 9 am to 6 pm CET | 9 am to 6 pm CET | + Saturday 9 am to 6 pm CET |
| Response time guaranteed | 8 hours | 4 hours | 2 hours | |
| Prioritization of requests for assistance | ✓ | ✓ | ||
| Remote system support (internet connection provided by the customer). | ✓ | ✓ | ✓ | |
| Virtual assistant with 24/7/365 Support that accesses the technical system manuals to provide continuous assistance to customers during the unavailability of technical operators. | ✓ | |||
| Maritime cyber security gateway In compliance with IEC61162-460 standards. Costs related to the gateway internet connection (e.g. 5G sim card) are borne by the customer. | ✓ | ✓ | ||
| Spare parts repair or replenishment* | Turnaround time | 45 working days | 30 working days | 5 working days with Centralized spare parts stock service |
| Field support | On-site assistance From defining the cause of the failure. (All travel-related expenses incurred for the on-site visit will be charged to the customer.) | 15 working days | 7 working days | 5 working days |
| Software support | Included with the provided systems Addressing bugs and functional faults. | ✓ | ✓ | ✓ |
| Annual software and firmware upgrade Designed program to enhance radar systems, ensuring they remain updated and efficient over time. | ✓ | ✓ | ||
| System optimization | Remote system check and optimization service This proactive approach helps to maintain peak performance and reliability of the radar system throughout its operational lifespan. | — | Annual | Semestral |
| AI System Maintenance | Real-time Monitoring and AI Maintenance Powered by machine learning algorithms, AI-driven monitoring predicts issues, enabling preventive maintenance and optimizing efficiency. | ✓ | ||
| Mobile app RHEMON |
|
— | 3 licenses | 10 licenses |
* Part payment depends on warranty terms
ICS Technical Training Courses, is our comprehensive training program, designed to empower your technical team with the knowledge and practical skills necessary for installing, commissioning, and maintaining our cutting-edge products. Under the guidance of our expert trainers, participants will delve into our advanced technologies and gain hands-on experience.
Upon completion of the training, attendees will undergo a written test to evaluate their learning. Successful participants will receive a personalized certificate from ICS, enabling them to confidently install and maintain our products. Join us and ensure your team’s proficiency in handling our advanced radar systems.
Divided into two distinct levels, our maintenance functions ensure thorough coverage for optimal system performance.
ML1 or Organizational Maintenance, is ideal for personnel without specific skills and covers installation and routine maintenance tasks such as equipment cleaning, preservation, and visual inspections. The Operator Training course focuses on software utilization and system operation, providing foundational training for daily operators.
ML2 or Intermediate Maintenance, is a workshop level requiring higher skills and capabilities. It involves activities such as deep analysis, preventive maintenance, and corrective actions at the Line Replacement Unit (LRU) level. Medium-skilled personnel undertake ML2 maintenance, mastering the use of special tools and instruments.
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