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Logistics Support

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The computing world is getting more complex every day, and most Real-Time programs today are besieged with demands for increased performance and system availability.

Just consider the ways in which Compro can help:

It's Simple

Compro designed the products. It manufactured the products. It knows the products. The Compro Repair Facility is simply better positioned to provide the professional responsive service and support you need to ensure success.
History of Success

For over thirty five years, Compro has provided fast response and quality repair to meet your needs. The Compro Manufacturing and Repair facility of today satisfies the highest standards worldwide for quality and excellence. Compro is the only qualified repair source for Encore, Gould and S.E.L. products. The repair depot is equipped and staffed with highly qualified technicians to effectively repair your most complex assemblies.

Leading Edge

All repaired or exchanged boards are updated with the latest engineering changes and brought up to the latest revision level. If the board is processed and a problem is not found, Compro will provide technical support. All repairs and exchanges are under warranty for 90 days. Source inspection and military packaging is available.

Peripheral Repair

Compro understands the often difficult channels customers are faced with when needing to repair peripherals from different vendors. Compro can assist you with the repair of your peripheral products.

Logistics Support

Compro offers logistics programs to support any level of customer needs for equipment spare parts and repair services. Experienced logistics professionals, skilled at working with large, long-term programs, work with you to determine the correct level of spares and the exchange program that is right for your location. Logistic programs include:

Assembly/Repair Update-

Compro is the only qualified repair source for Encore, Gould and S.E.L. products. Compro's repair facility is equipped to accomplish fault isolation and repair to the component level. Compro's Manufacturing and Repair facility satisfies the highest standards worldwide for quality and excellence. All repaired or exchanged boards are updated with the latest engineering changes and brought up to the latest revision level. Assemblies which have been modified or damaged are not eligible for repair. Repair turnaround times are 30 days for Compro manufactured assemblies and six weeks for third party manufactured assemblies. Customers must obtain a RETURN MATERIAL AUTHORIZATION (RMA) number prior to returning any material for repair or update. The RMA number can be obtained by dialing Compro's Repair Administration at 1-800-936-2673.

Repair Exchange Support Program (RESP)-

A repair and exchange program is offered for customers who are self maintainers of Compro equipment with significant repair volume. The repair and exchange program incorporates all the features of assembly repair and assembly exchange. The repair and exchange program is administered as a special program under a basic ordering agreement which entitles the customer to special discount rates and priority handling of repair and exchange transactions. Repair turn around time is thirty (30) days for Compro manufactured assemblies, forty five (45) days for third party assemblies, and best effort on assemblies associated with a cache disc accelerator.

RESP combines assembly repair and assembly exchange with a volume discount under a basic ordering agreement. The volume discount is computed based on the aggregate invoiced dollar volume from the previous year per the following table:

Assembly Exchange-

Those customers without adequate spares may require expedited exchanges and may elect to take advantage of the assembly exchange service. Certain assemblies may be exchanged for new or repaired assemblies at Compro's option, at the latest revision level. Assemblies which have been modified or damaged are not eligible for exchange. Replacement assemblies will be shipped within five (5) working days after receipt and acceptance of returned assemblies. Customers must obtain a RETURN MATERIAL AUTHORIZATION (RMA) number prior to returning any material for exchange. The RMA number can be obtained by dialing Compro's Repair Administration at 1-800-936-2673.

Advanced Assembly Exchange-

In emergency down situations, an assembly will be shipped to the customer within 24 hours of an accepted customer request including valid purchase order number under RMA control. This expedite service will be provided at a fee of five percent (5%) of the "exchange" price of the assembly, subject to a $500 minimum fee per assembly. Exchanged assemblies not received within twenty (20) days of advance shipment, or that have been modified or damaged will be invoiced at full list price plus the expedite fee.

Return Material Authorization

Parts and Materials being shipped to Compro for any reason must be accompanied by a Return Material Authorization (RMA) number. To obtain a RMA number the customer should contact the repair administrator at 1-800-936-2673.

All material shipped to Compro for repair or exchange work must be clearly labeled with the RMA number. Any material shipped to Compro without a RMA number will be returned to the customer at the customer's expense.

Any preparation of material for shipping should be in accordance with standard commercial practice. Before shipping any materials for repair or exchange, all assemblies containing integrated circuits must be fully enclosed in an anti- static material with sufficient permanent conductivity on all surfaces to permit controlled bleed-off of static charges and of sufficient resistivity to prevent the introduction of electronic charges from the external environment. Additionally, no packing material should be used that will crumble, flake, powder or shed. The cushioning material near or in contact with any integrated circuits must not be fibreous in form which might cause integrated circuit leads to be caught and damaged upon removal. Individual integrated circuits must be physically restrained to prevent damage or degradation caused by vibration and mechanical shock.

Centralized Logistics And Diagnostic Service (CLDS)-

Features:

Overview

Centralized Logistics and Diagnostic Service (CLDS) is a remote hardware support program designed to provide self-maintenance hardware customers with all the elements necessary to secure maximum utilization of their Compro equipment.

CLDS addresses the long term needs of these Customers by providing remote technical expertise, material support, and all update information required to keep the systems at the current revision level.

CLDS provides priority access to Compro's Call Management Center (CMC), remote hardware maintenance support, a Remote Exchange logistics program and a subscription to the Hardware Update Service.

On-site assistance is available for CLDS customers at the current published Time and Material labor rates.

The on-site spares plan maximizes system availability, operationally verifies spare parts, and provides a training mechanism for on-site technical personnel.

The Remote Exchange Program ensures a replacement part will be shipped to the customer site within five (5) business days after receipt of the customer's field replaceable unit.

CMC is the single point-of-contact for Compro customers requiring technical support. CMC is easily accessed domestically via our toll-free number, 1-800-936-2673 and our direct dial worldwide number, 1-800-936-2673.

Compro's Call Management Center provides the following services for hardware customers:

Compro will provide remote diagnostic tools for all products either through built-in architecture or on Series and/or Concept systems through the external Telediagnosis Module (TDM).

Compro will provide remote support during the Principal Period of Maintenance (PPM), 8:00 AM - 5:00 PM local time, Monday through Friday.

Prerequisites:

 

 


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