Latest News : Customizing product support

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For customers not covered by a Joint or Service-level sustainment program, Advanced Tactical Systems offers several product support packages that can be customized to assist with your operational needs and to protect your critical capabilities. Our world-class customer service is ready to assist you with Information Assurance Vulnerability Alert (IAVA) updates, software upgrades and end-of-life hardware notifications, as well as 24-hours-a-day, year-round Help Desk coverage.

A support package is a cost-effective way to get the support you need, when you need it from someone with the experience and knowledge to do it right, the first time.

There are six basic support packages to choose from:
Tier Maintenance

  • Information Assurance and Vulnerability Assessment (IAVA) Updates – Includes quarterly IAVA updates. The IAVA Security Install Disc consists of a single Digital Versatile Disc (DVD) that includes security patches for Microsoft ® Windows® operating system and Linux operating system.
  • Software Updates – Includes up to five software baseline updates annually (for U.S. customers only). Software updates to the main Air Defense Systems Integrator (ADSI)® baseline are jointly managed. International customers are subject to International Traffic in Arms Regulations (ITAR)/Export Control restrictions.
  • Help Desk Support – Help Desk support via a 1-800 number for approved users. The telephone number is available to answer any user questions related to hardware and/or software on a 365 day-per-year/24-hour-a-day basis. ATS also provides an e-mail address to allow approved users an additional avenue to contact the Help Desk.
  • Integrated Logistics Support (ILS) Maintenance – Includes End-of-Life (EOL) notifications, notification of hardware and design changes, training updates and non-Engineering Change Proposal (ECP) driven system documentation.
  • On-site support – Covers five days of an on-site customer support visit. A Field Service Representative will travel to your site on a Sunday and be available Monday through Friday up to 10 hours per day, traveling home on a Saturday.

Customers who can accept File Transfer Protocol (FTP) downloads can also choose electronic delivery of IAVA and software updates.

ATS will work with you to help determine which support level best fits your needs based on the following key factors. Contact to determine the best solution for your operational requirements.

tier maintenance criteria
Tier maintenance considerations

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