Service Contracts
Combat readiness means mission readiness. Our SLA solutions provide a strictly defined response time, parts availability, and around-the-clock engineering support — all built on MoD and NATO procedures.
01 — Process
How does our process work?
Every engagement starts with a free diagnostic assessment or site survey — at the customer's site or at our facility near Wrocław. The report determines the SLA parameters and parts stock.
01
Equipment and infrastructure audit
Site survey, inventory, component obsolescence assessment, identification of critical systems.
02
SLA proposal
Tailored parameters: 2–4 h / 24×7 response time, service scope, LRU/SRU stock, reporting KPIs.
03
Contract signing and onboarding
Dedicated engineer, NDA clauses, integration with the customer's ticketing system, optional on-base mini service center.
04
24×7 ongoing support
Response to tickets, predictive monitoring, replacement equipment, priority electronics and mechanical repairs.
05
Reporting and periodic reviews
Monthly KPI reports, quarterly contract reviews, planning of preventive maintenance and upgrades.
02 — Track record
Proven in the most demanding environments
The systems we support for the Polish Armed Forces show high reliability metrics. Across supported systems, we have maintained ≥ 99% IT infrastructure availability for 3 years, with an average readiness restoration time under 4 hours. Over the past 48 months we recorded zero days of unplanned downtime and grew the share of preventive work to 65% of total service, cutting operating costs by double-digit percentages. Our proactive approach guarantees full mission continuity even in the most demanding environments.
- ≥ 99%
- IT system availability (3 years)
- < 4 h
- Average readiness restoration time
- 0 days
- Unplanned downtime (48 months)
03 — Key advantages
Key advantages of A&D Serwis service contracts
01
2–4 h response / 24×7
On request, we set up a mini service center directly at the customer's base, eliminating travel logistics and keeping readiness restoration time under 4 hours.
02
Dedicated engineer
An experienced specialist continuously monitoring tickets and remaining the single point of contact until the ticket is fully resolved under the contract.
03
Predictive alerts and remote monitoring
We analyze failure root causes, build predictive models, and schedule preventive maintenance before minor anomalies turn into costly failures.
04
Full MoD and NATO compliance
We maintain documentation and procedures per the standards defined by the Customer.
04 — Comparison
Fixed contract vs. ad-hoc repairs
FAQ
Frequently asked questions
What is the difference between ad-hoc repairs and a fixed SLA contract?
An ad-hoc repair is a reaction after a failure — the equipment enters the standard queue, and cost and timing depend on parts availability. A fixed SLA contract provides priority service with a guaranteed 2–4 h response time, spare parts stock, and predictive monitoring, minimizing downtime risk and enabling precise budget planning.
Can you update firmware and software during scheduled inspections?
Yes – as part of preventive work we install the latest OEM-approved firmware/software packages while backing up the previous version, minimizing compatibility risk and speeding up future patch rollouts.
How do you protect data and the supply chain for sensitive parts?
We use encrypted file exchange (TLS 1.3), access-restricted parts storage, and an auditable traceability system, ensuring the entire logistics chain meets ISO 27001 requirements and MoD/NATO guidelines for protecting classified information.
Let's talk
Let's build a service contract tailored to your organization
Want predictable maintenance costs and guaranteed response time? A&D Serwis will prepare an SLA contract tailored to your fleet, infrastructure, and operational requirements.