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Assist

If your team is staffed to maintain terminal devices, your organization may only need a few key services. Terminal Service Assist includes the following capabilities to keep end-user devices operating at their very best.

Preferred Technical Support (PTS)

When complex radio questions arise, sometimes you just have to ask the experts. The product specialists and system engineers in the L3Harris Technical Assistance Center (TAC) are available by phone, fax or email to help with product operations, programming, maintenance and troubleshooting/repair.

• Available for all current L3Harris mobile and portable radios and their accessories
• Calls are logged in and monitored with assigned tracking numbers, giving customers easy access to call status
• In most cases, the resolution process begins immediately after the call
• Phone and online support resources are available by phone Monday through Friday, 8am – 5pm EST. (Faxes received after hours will be processed the next day)

Standard Repair Service

L3Harris equipment is rugged and reliable. Even so, repairs are sometimes necessary. L3Harris supports all L3Harris-brand portables and mobiles. This cost-effective, flat-rate program completes repairs in approximately 10 business days. Expedited services are available at the Managed tier.

• Budget for unexpected repairs
• Get service from the experts at an affordable rate
• Covers components such as infrastructure, dispatch and site equipment

Software Managed Services (SMS)

Software is the lifeblood of your communications and it’s always evolving. You want to be sure you’re getting the newest releases for your XL radios on a timely basis, plus functionality and efficiency improvements, enhanced capabilities and the ability to add new licensed features. With the SMS Program, you get:

• Terminal configuration audit and current software updates performed with initial subscription
• Periodic software releases to resolve confirmed issues (Assist tier) and all XL radio software updates (Partner and Managed tiers)
• Software replacement for corrupt or damaged media
• Software installation assistance from L3Harris Technical Assistance Center (TAC)

Device Management (Optional)

Organizations can save time and money while keeping their XL portables and mobiles up to date with Device Management. 

• Supports remote programming of XL radios via their Wi-Fi® or LTE broadband connectivity
• Simple to use, cloud-based application significantly reduces programming and field technician time
• Optimizes Total Cost of Ownership for radio fleets

On-Demand Services (Available Option)

There may be a situation when service is needed that goes beyond the level you’ve selected. You have equipment damaged by vandals, abuse or neglect. Your area gets hit with a weather‑related event and there are damages beyond human control. In these hard‑to‑predict situations, On‑Demand Services become important. Our experienced team:

• Quickly assesses your needs
• Provides a fast‑track quote for time and materials
• Resolves your needs as soon as possible

Partner

This tier provides training, online access to technical knowledge and on-call technicians. We provide proactive maintenance and preventive repairs, so you can confidently focus on other aspects of your operation.

Standard Repair Service

L3Harris equipment is rugged and reliable. Even so, repairs are sometimes necessary. L3Harris supports all L3Harris-brand portables and mobiles. This cost-effective, flat-rate program completes repairs in approximately 10 business days. Expedited services are available at the Managed tier.

• Budget for unexpected repairs
• Get service from the experts at an affordable rate
• Covers components such as infrastructure, dispatch and site equipment

Software Managed Services (SMS)

Software is the lifeblood of your communications and it’s always evolving. You want to be sure you’re getting the newest releases for your XL radios on a timely basis, plus functionality and efficiency improvements, enhanced capabilities and the ability to add new licensed features. With the SMS Program, you get:

• Terminal configuration audit and current software updates performed with initial subscription
• Periodic software releases to resolve confirmed issues (Assist tier) and all XL radio software updates (Partner and Managed tiers)
• Software replacement for corrupt or damaged media
• Software installation assistance from L3Harris Technical Assistance Center (TAC)

Premium Technical Support

When complex radio questions arise, sometimes you just have to ask the experts. The product specialists and system engineers in the L3Harris Technical Assistance Center (TAC) are available by phone, fax or email to help with product operations, programming, maintenance and troubleshooting/repair.

• Available for all current L3Harris mobile and portable radios and their accessories
• XL radio software SMS updates are provided
• Calls are logged in and monitored with assigned tracking numbers, giving customers easy access to call status
• In most cases, the resolution process begins immediately after the call
• Phone and online support resources are available 24/7/365

Annual Preventive Maintenance

The best way to keep your equipment working at peak performance is through preventive maintenance. This service includes regularly scheduled tests, and equipment checks and alignment to optimize your system’s performance and ensure it meets factory and FCC specifications.

• Employs calibrated test equipment for consistent baseline
• Tunes and aligns terminals for optimal performance, including testing of reference oscillator, transit power, receive and squelch sensitivity
• Radio hardware inspection of knobs, buttons, switches, gaskets, display and accessories, and draft recommendation replacement report (If L3Harris radios are under warranty, replacements are made at no charge)
• Preventative maintenance is done during agreed upon hours, includes work summary and schedule

Annual Preventive Maintenance is standard in the Partner and Managed Tiers.

L3Harris Technical Training University Virtual and Classroom Instruction

Your team needs to have the latest information to effectively operate, program and maintain your terminals. Virtual and Classroom Training is a flexible, cost-effective way to ensure their knowledge base stays up to date.

• L3Harris Technical University is self-paced and web-based, providing prerequisite instruction for virtual and classroom training
• When hands-on training isn’t needed, virtual classroom training maximizes information sharing while eliminating travel costs
• Traditional classroom instruction, ideal for workshops or special projects, is available at our Lynchburg, Virginia facility or your organization

Device Management (Optional)

Organizations can save time and money while keeping their XL portables and mobiles up to date with Device Management. 

• Supports remote programming of XL radios via their Wi-Fi® or LTE broadband connectivity
• Simple to use, cloud-based application significantly reduces programming and field technician time
• Optimizes Total Cost of Ownership for radio fleets

On-Demand Services (Available Option)

There may be a situation when service is needed that goes beyond the level you’ve selected. You have equipment damaged by vandals, abuse or neglect. Your area gets hit with a weather‑related event and there are damages beyond human control. In these hard‑to‑predict situations, On‑Demand Services become important. Our experienced team:

• Quickly assesses your needs
• Provides a fast‑track quote for time and materials
• Resolves your needs as soon as possible

Managed

The Managed tier is for organizations who want to transfer the day-to-day operations and maintenance of their portables and mobiles to our experienced team to ensure optimal performance.

Software Managed Services

L3Harris manages installation of new terminal software, keeping your equipment running at peak performance while saving you tracking time or guesswork.

• Periodic software releases specific to your system, radio terminals and programming components
• Replacement media if it becomes corrupt or damaged
• Comfort in knowing you have the latest, most versatile, most secure software available

Premium Technical Support

Your community relies on you 24/7/365. You need critical communications support around the clock, throughout the year. If a system goes down at 2 a.m., we’ll provide technical expertise to answer questions, resolve issues and get you up and running. As a Premium Technical Support (PTS) customer, your call becomes our top priority. That means:

• Priority access to Level 3 and 4 support for both L3Harris and third‑party software and hardware support assets
• Guaranteed one‑hour emergency and two‑hour non‑emergency response times, around the clock, throughout the year
• Coordination with on‑site technical resources
• Total access to our Tech‑Link Website filled with resources and product details for fast, easy answers and fixes

Annual Preventive Maintenance

The best way to keep your equipment working at peak performance is through preventive maintenance. This service includes regularly scheduled tests, checks and alignment of your equipment to optimize your system’s performance and ensure it meets factory and FCC specifications. Together, we can:

• Tune and align System RF base stations to optimize performance
• Verify all System Core software revision levels are installed and operating properly
• Verify the System’s anti‑virus software is installed and operating properly

Annual Preventive Maintenance is standard in the Partner and Managed Tiers.

Expedited Repair Services

Some repairs have top priority. As part of the Managed tier, your L3Harris-brand portable or mobile can get back in the field fast. This flat-rate program returns repaired equipment in approximately 5 working days.

• Ensures radios are always up to date through SMS updates
• Provides an installation schedule and completion times
• Issues a summary report of all update actions

Software Managed Services (SMS) Installation

L3Harris manages installation of new terminal software, keeping your equipment running at peak performance while saving you tracking time or guesswork.

• Ensures radios are always up to date through SMS updates
• Provides an installation schedule and completion times
• Issues a summary report of all update actions

On-Site Training

3 days of customized, on-site training is provided as part of the Managed tier. You, along with the L3Harris Training Manager will design the scope of instruction as it relates to product operation, programming and maintenance instruction.

• Training at your facility with customers bearing the responsibility for supplying tools and equipment for hands-on activities
• Training is on mutually agreed upon dates, with classes including up to 10 members of your team

Fleet Database Updates for New Terminals

When a new agency joins your system with large numbers of radios and talk groups, L3Harris will help bring those new users online rapidly. Our engineers will take the complexity out of updating your administrative system. You define the fleet structure and unit IDs, we will remotely add customer information for:

• New agencies and policies
• Talk group profiles and personalities
• Talk group property and priority classes
• Coverage and records for units and groups
• Defining unit privileges

On-Site Radio Programming

If you have to deploy a new system, or need to program a large number of new radios into an existing system, L3Harris technicians will provide on-site expertise.

• L3Harris works with you to determine most efficient product delivery process and location for programming
• L3Harris provides programming schedule and summary report upon completion

Device Management

Organizations can save time and money while keeping their XL portables and mobiles up to date with Device Management.

• Supports remote programming of XL radios via their Wi-Fi® or LTE broadband connectivity
• Simple to use, cloud-based application significantly reduces programming and field technician time
• Optimizes Total Cost of Ownership for radio fleets

On-Demand Services (Available Option)

When the unexpected arises, you can activate L3Harris On-Demand Services at any time to get your terminals back up and running. We’ll respond quickly and provide quotes for:

• Installation or removal of mobile radio equipment after the original installation
• Repair of radio equipment damaged by vandalism, abuse or physical neglect
• Rapid reprogramming or deployment of additional radios due to an unplanned event, such as a hurricane