HENSOLDT Services

Staying Operational - Portfolio Cataloguewww.services.hensoldt.net

HENSOLDT Services

Staying Operational - Portfolio Catalogue

Table of Contents

Foreword ................................................................................................................................

Foreword

3

About HENSOLDT Services .................................................................................................... 4
HENSOLDT Global Services Network .....................................................................................

6

HENSOLDT Services Portfolio for customised Service Solutions ............................................. 8
1

The Core – Description of the Services Modules ................................................... 10

1.1

Maintenance, Repair and Overhaul .............................................................................. 12

1.2

Material Supply ............................................................................................................ 14

1.3

Setup and Commissioning .......................................................................................... 16

1.4

Technical Assistance .................................................................................................... 18

1.5

Technical Publications ................................................................................................. 20

1.6

Training Services .......................................................................................................... 22

1.7

Supportability Engineering ............................................................................................ 24

1.8

Software Maintenance .................................................................................................. 26

1.9

Sustainment Services ................................................................................................... 28

1.10

Performance Monitoring ............................................................................................... 30

1.11

Logistics Support Consulting ........................................................................................ 32

1.12

Special Tooling ............................................................................................................. 34

1.13

Testing Solutions .......................................................................................................... 36

1.14

Simsphere® Simulation Solutions ................................................................................ 38

1.15

Certification Support .................................................................................................... 40

1.16

Antenna Services .......................................................................................................... 42

1.17

Shelter Solutions ........................................................................................................... 44

1.18

Cabling Services .......................................................................................................... 46

2

The Foundation – Our Services Backbone ............................................................. 48

2.1

People ......................................................................................................................... 48

2.2

Tools ............................................................................................................................ 48

2.3

Data ............................................................................................................................. 49

3

The Framework – Our Contract Types ................................................................... 50

3.1

Service on Demand ...................................................................................................... 50

3.2

Performance-Based Logistics (PBL) ............................................................................. 51

4

The Relationship – Our Services Model .................................................................. 52

4.1

Basic Support Model ................................................................................................... 52

4.2

Cooperative Support Model ........................................................................................ 52

4.3

Capability Support Model ............................................................................................ 53

5

The Scope – Our Competence Spectrum ............................................................... 54

Contact Details ........................................................................................................................ 55

For us at HENSOLDT, services comprise preparation, support, tools
and resources throughout the entire life cycle of our solutions.
This begins in the initial orientation phase and continues all the way
through to the operation and modernisation of your systems andequipment.
No matter at which life cycle stage your HENSOLDT productcurrently is, we will support you with our scalable and tailor-madeservices from a single source, globally. Our objective is to match withyour requirements – for the purpose of Staying Operational.
This HENSOLDT Services catalogue provides you with an insight
into the services portfolio of HENSOLDT.
Please do not hesitate to contact us for further details or visit us athttps://www.hensoldt.net/services/.

Sincerely,

Temur Karbassioun
Head of Customer Services3About HENSOLDT Services
Staying Operational
HENSOLDT Services is your point of contact for integrated logistics support (ILS), in-service support(ISS), global field service, training and simulation, and other service solutions.
These services are provided for the entire HENSOLDT product and solutions portfolio.
Every mission depends on high-performance equipment and solutions. HENSOLDT Services, with
its tailored services, short processing times and proactive support solutions, is a partner that canbe relied on, no matter the challenge.

HENSOLDT - Innovations for a safer world

HENSOLDT Services is synonymous with maximum system performance and affordable life cycle
cost. Customer requirements and operational needs can vary broadly. By understanding and meeting
individual demands, HENSOLDT Services provides efficient support with services exactly where these
are needed, based on decades of comprehensive practical experience. Customised and reliable
solutions, from basic support to full performance packages, are a matter of routine in daily business
at HENSOLDT Services.

HENSOLDT’s core competence is to recognize dangers and to protect customers from these.
Our company’s success is based on the work of our highly skilled employees who are fascinated byhigh-end technology and driven by the desire to meet evolving customer needs. In line with the traditionof our predecessors, we translate technological innovations into smart electronic solutions, which support
defence and security organisations in their mission to make the world a safer place.

Our Company
HENSOLDT is a global pioneer of technology and innovation for defence and security electronics.
Based in Taufkirchen near Munich, our company is a German Champion with strategic leadership
positions in the field of sensor solutions for defence and non-defence applications. HENSOLDT develops
new products to combat a wide range of threats based on innovative approaches to data management,
robotics and cyber security.
With approximately 5,500 employees, HENSOLDT generated revenues of 1.14 billion euros in 2019.
Over the past years, HENSOLDT has become a leading supplier for platform independent offerings
deployed across the domains air, sea, land and security.

4

5

HENSOLDTGlobal Services Network
Customers worldwide
trust in our service

500 +Service stations
on 5 continents

12 +Service specialists
in the field

350 +With a workforce of more than 5,500 employees worldwide, HENSOLDT is a global pioneer oftechnology and innovation for defence and security electronics. HENSOLDT’s company know-how
is based on the pioneering spirit of renowned predecessor companies such as AEG, AerospatialeMatra, Carl Zeiss, Cassidian, Daimler, Dornier, EADS, Siemens, and Telefunken, as well as Airbus.

We see it as a matter of philosophy and an obligation to service the legacy products of our predecessor
companies.

Major service stations

6

HENSOLDT Services is represented with more than 350 service experts worldwide.
The Global Services Network encompasses twelve service stations on five continents and a worldwide
active field service organisation. HENSOLDT Services constantly expands its global service infrastructure
through a network of own and partner resources in your vicinity.
7

HENSOLDT Services Portfolio
Customised Service Solutions
The HENSOLDT Services portfolio is structured in fivebuilding blocks:• The Core 		• The Foundation		• The Framework		• The Relationship		• The Scope		Our HENSOLDT Services Modules
Our Service Backbone
Our Contract Types
Our Service Models
Our Competence Spectrum

The combination of all those building blocks allows the provision of customised service solutions.
HENSOLDT offers eighteen Services modules. These are the Core of our offering to our customers
worldwide.
People, tools and data represent the Foundation of our services. These three elements are closelyinterwoven; they permeate our service organisation and are the basis for every service solution we
provide.
Everything we offer is based on an individual contractual agreement. This defines the Frameworkfor our services. The agreement types range from on-demand services, with request, quotation andpurchase order, to complex in-service support and performance-based logistics contracts, combining
various services with agreed performance requirements.
Each contract represents a Relationship with you. The depth of the Relationship is reflected in theagreed Services Model:•

The Basic Support Model applies if you choose to keep the main responsibility while benefitingfrom maximum flexibility with regard to when you request the services scope required.

•

Within the Cooperative Support Model, shared responsibilities are established between you
and HENSOLDT. We work closely together to ensure the required service and support solution
is provided.

•

Within the Capability Support Model, HENSOLDT assumes full responsibility for deliveringa specified service solution as a guaranteed capability. You simply rely on the provided capability
without having to take care of the operation or sustainment of the system or equipment.

Our outstanding competence spectrum unfolds with customised service solutions that support thefull Scope ranging from products and solutions developed by HENSOLDT to legacy products andthird-party products.
The following sections in this document provide further information on these five building blocks anddetailed descriptions thereof.

8Service on Demand

HENSOLDT
Products
andSolutions

LegacyProducts

Third-Party
Products

Basic
SupportModel
Material
SupplyMaintenance, Repair
and Overhaul

Technical
Assistance

Setup andCommissioning

Technical
Publications

Training
Services

Supportability
Engineering

Software
Maintenance

Sustainment
Services

Performance
Monitoring

Logistics Support
Consulting

SpecialTooling

Testing
SolutionsSimsphere®
Simulation Solutions

Certification
SupportAntenna
Services

Shelter
Solutions

CablingServices

PeopleLEGEND

Performance-Based Logistics

The CORE
Our HENSOLDT Services Modules

Capability
Support
Model

Data

To
Tools

The FOUNDATIONOur Services Backbone

Cooperative
SupportModel

The FRAMEWORKOur Contract Types

The RELATIONSHIPOur Services Model

The SCOPE
Our Competence Spectrum

1. The Core
Descriptions of our Services Modules

Maintenance, Repair
and Overhaul

Material
SupplySetup andCommissioning

Technical
AssistanceTechnical
Publications

Training
Services

Supportability
Engineering

Software
Maintenance

Sustainment
Services

Performance
Monitoring

Logistics Support
Consulting

SpecialTooling

Testing
SolutionsSimsphere®
Simulation Solutions

Certification
SupportAntenna
Services

Shelter
Solutions

CablingServices

10

11

1.1

Maintenance, Repair
and OverhaulYour Requirements• High system availability andperformance• Time-efficient and costefficient maintenance, repair
and overhaul• Controlled and verified maximum
system performance• Safety inspection and system
performance verification,
including flight testing
calibration and recertification• Systems overhaul for reliable
and improved performance• Improved system longevity
thanks to product support• Safety-certified systems• Certified safety

Our Solution• Scheduled and corrective
maintenance and repair (inhouse/on-site) carried out by
a dedicated repair and field
service organisation

Your Benefits• High system availability andreliability• Verified and adjusted system
performance

12

Maintenance,
Repair andOverhaul13

1.2

Material
SupplyYour Requirements• Repairable and non-repairable
spare parts• Consumables, from hydraulicoil to special waveguides• Special-to-type test equipment • Short delivery lead times forand tools, including spare
all supplies
parts

Our Solution• Definition by HENSOLDT
Services of the support
concepts and end-to-end
material supply process incomprehensive Integrated
Logistics Support programmes• Integrated supply chain
infrastructure for warehousing,shipping and transportation,
operated in tandem with aprofessional logistics provider• Maintenance of customerowned stocks andmanagement of productspecific spares stocks, owned
jointly by a user group• Qualified and protectedlong-term storage of electronic
components and equipment
in order to maintain theiravailability over the entire life
cycle

Your Benefits• Complete material supply
from a single source• Management of sensitive
military stocks and deliveries(compliant with ITAR, German
War Weapons Control Act(KWKG), etc.)

14• Cost savings throughparticipation in shared sparesstocks• High system availability
through short lead times ineven challenging situations

Material
Supply15

1.3

Setup andCommissioning
Your Requirements• Best operational and technicalsystem performance in each
integration environment• Certified compliance with• Site installation projects
safety and security regulations,managed by a single source
covering infrastructure,
installation and operation

Our Solution• Installation of your systems
by our highly qualified andcompetent field service
team at your sites or on yourplatforms• Management of complete site
installation projects, involving
third parties for civil works• System commissioning withconsideration of all safety
and security regulations andrequirements• Collection, interpretationand evaluation of setup data
to identify deviations in theoperating environment• Optimal system adaptation
to the operating environment
during commissioning• Implementation of corrective or
adaptive measures for system
optimisation• Custom-optimised systems
that are adapted to specificenvironmental, local and/or
platform conditions• Option of involving your own
technicians for know-how
transfer and on-the-job training

Your Benefits• Systems set up and ready for
operation

16

Setup andCommissioning
17

1.4

Technical
AssistanceYour Requirements• Direct point of contact forstraightforward communicationon technical and logistics
issues• Remote assistance from• Worldwide on-site technicalexperts ready to support
support for your systems andtechnical and logistics problem
equipment already in operation
solving at short notice

Our Solution• Dedicated and wellestablished Customer Services
organisation ensuring a stable
point of contact and immediate
response to your requests• Global field service teamready to assist you withtechnical advice or on-site
support• Technical evaluations andengineering statements fromexperts for complex technicalquestions or in-depth analysis• Flexible scope of services
according to ITIL standards,
ensuring individual andoptimised assistance• On-site technical expert
support close to your mission• Technical experts available
to you around the clock via
our User Help Desk, with
communication by various
means, including phone, email
and AR/VR technology

Your Benefits• Access to HENSOLDT’s
technical expertise as the OEMfor your system or equipment• All technical assistance andother support topics, such as
material supply and training,from a single source

18

Technical
Assistance
19

1.5

Technical
Publications
Your Requirements• Technical documentation
for safe and efficient system
operation and maintenance• Spare parts documentation
for spare parts identification,ordering and handling• Description of administrative
tasks at system or equipment
level• Documentation updates, withthe option to initiate changes• Accessible technical publications
in a suitable media format for any
mission environment

Our Solution• Preparation of all technicalinformation and data for thedelivered system or equipment.
This includes technicalmanuals for operators,
maintenance personnel andadministrators, as well asa spare parts catalogue inaccordance with company or
customer standards, such as
ASD 1000D• The standard formats fortechnical documentation are:
PDF and data modules forInteractive Electronic TechnicalDocumentation (IETD) to be
used with customer browsers
or HENSOLDT’s own i-docX
browser• Added value through content
enrichment with graphics,
animations and videos• Continuous maintenanceand updating of technicalpublications during the entire life
cycle

• Documentation that complies
with applicable law andregulations, including security
and safety instructions

Your Benefits• Well-prepared, comprehensive
and up-to-date documentation
for safe and fit-for-purpose
system operation andmaintenance20• Detailed, accurately
described maintenance tasks
and a clearly structured
spare parts catalogue forhigh system availability• Improved accessibility throughuse of electronic media andtechnology in line with yourmission needs

Technical
Publications
21

1.6

Training
ServicesYour Requirements• Skilled personnel able tooperate and maintain yoursystem in a safe, efficient andfit-for-purpose manner• Enhanced operator skills
for maximum exploitation ofsystem capabilities• Enhanced maintenancepersonnel skills for increased
system availability and reduced
system downtime

Our Solution• Provision of purpose-oriented
and target-group-oriented
training for operators,
maintenance personnel andadministrators on HENSOLDT
products and solutions thatcan be customised to meet
specific needs• Not limited to HENSOLDT
products and solutions, butalso covering basic technology(e.g. radar) and norms/
standards (e.g. IFF Mode 5)• Use of various media and• Train-the-trainer courses that
didactic approaches to ensure
ideally prepare your instructors
the best learning experience,for their future activities. Upon
including paper-based training
request, live coaching is alsomaterials, hands-on lessons,available
computer-based and• Initial, refresher and follow-on
web-based training, simulation
training that can be individually
and AR/VR technology, etc.
ordered or booked via the
supporting live online trainings
HENSOLDT Academy training
and blended learning
catalogue• Distance training available if
required thanks to the use of
the aforementioned technologies

Your Benefits• First-hand training from theOEM provided by professional
trainers and supported byexperienced experts• Comprehensive trainee andtrainer documentation

22• Full life cycle training services
that reduce the workload
for your own training
organisation and support
varying staff involvement• Professional training toensure efficient and safe
system and equipment
operation and availability• Security of investment throughproper system handling andmaintenance• Cost savings through useof distance learning andvirtualisation technologies

Training
Services23

1.7

Supportability
EngineeringYour Requirements• Achievement of the required
availability and usability of yourproducts and solutions at anaffordable life cycle cost

Our Solution• Detailed
logistics support
Our
Solutionanalyses (LSA) to determineand dimension the required
logistics and support
resources (e.g. spares, tools,
test equipment, storage
and packaging, staff andinfrastructure)• Implementation andcontinuous maintenance of
LSA databases over the entire
life cycle• Most cost-effective productsupport and customer
services, taking into accountyour individual requirements,
infrastructure, purpose andmission• Consideration of your health,safety and environmental
requirements• Provision of customerspecific or project-specifictechnical information anddata (TID).
This covers all logistics
support and spares
information as well as
configuration data and thebasic data for technicalmanuals and publications• Collection, interpretation andevaluation of failure data overthe entire life cycle to identify
root causes and propose
corrective measures (Failure
Reporting and Corrective
Actions System – FRACAS)• Optimised life cycle
cost through proactive
system support based oncomprehensive and up-todate databases• Continuous TID maintenanceguaranteeing high availability
and sustained efficiency• Contribution to obsolescencemonitoring and management
for Sustainment Services

Your Benefits• Your system remains fully
serviceable throughout its
intended life cycle

24

Supportability
Engineering
25

1.8

Software
MaintenanceYour Requirements• System operation withstate-of-the-art software
solutions• Safe, secure and user-friendly
operation of your systems or
equipment• Adaptation of software and
IT infrastructure to meetchanging requirements andenvironmental conditions• Mitigation of software
obsolescence• Continuous evaluation of
the security status of your IT
system, development of IT
security concepts and statusmonitoring• Provision of an asset
management service, free andopen-source software (FOSS)
licence analysis, and incident
monitoring and management

Our Solution• A software maintenanceinfrastructure and multidisciplinary team of experts toensure continuous software
maintenance during the entire
life cycle• Development and provision of
bug fixes, modifications andupgrades for the software andyour system IT infrastructureYour Benefits• Complete IT support (hardware
and software) for your systemfrom a single source• High level of IT security
through continuous
improvements

26• Quick software
support thanks to shortcommunication lines, as
HENSOLDT has both
software maintenancespecialists and engineeringexperts from the productdevelopment phase• Increased system robustness
and software usability

Software
Maintenance
27

1.9

Sustainment
ServicesYour Requirements• Continuously high reliability
and availability of yoursystems, which have been
proven in use for many years• Full operational sustainment
in an environment of changing
requirement profiles• Supportability at a constantadvanced level• System and equipment
updates that ensure that new
operational, environmental,
safety and/or obsolescencedriven requirements are met• Full change management,
including all supporting activities
within any update, upgrade or
modification project

Our Solution• Provision and development ofsolutions for the continuous
sustainment of your systems
based on the findings of our
Supportability Engineering
Service• Proactive and reactive
obsolescence monitoring andmanagement to identify anddevelop mitigation solutions
and to propose measures
ranging from simple component
replacements to planned orunscheduled upgrades• System and equipment
upgrades that improve
performance or add newfunctionality• Reverse engineering and cloning
solutions for obsolete PCBs
• Sustainment services for
HENSOLDT, third-party andlegacy productsYour Benefits• Your system and equipment
remain fully available andoperational during the defined
life cycle or even beyond(life time extension)28• Your system and equipment
are made fit for the future
through the support of
HENSOLDT’s engineeringexperts and the integration ofstate-of-the-art technology• Close collaboration between
our experts and your personnel
during the project allows you tomaintain and extend your systemknowledge

Sustainment
Services291.10

Performance
MonitoringYour Requirements• Earliest possible identificationof system-degrading failures or
performance restrictions• Identification of early indicators • Optimisation of the operative use
for cost-effective maintenanceof your system or equipment
and proactive supply chain
improvements

Our Solution• Remote real-time monitoring
and verification of yoursystem’s performance(continuously or on request)• Initiation of ad-hoc measures
such as re-adjustments andpredictive or on-condition
maintenance (carried out
remotely or locally on siteor platform) to sustain therequired system performance• Through in-depth analysis ofrecorded performance andfailure data, identificationof recommendations forlogistics improvements suchas adapted maintenanceschedules or supply chains• Integration of sensor solutions
into your existing systemor equipment, offering realtime performance recording
and monitoring capabilities(HENSOLDT B.SMART
technology)• In-depth performance andfailure data analysis throughout
the life cycle, to enable
comparison of performancedata between your different
sites or platforms and to
identify trends in failure patterns

Your Benefits• Implementation of predictive
and on-condition maintenancesolutions and processes for
reduced logistics cost
• Time-efficient and costefficient deployment ofmaintenance personnel
30• Improved availability throughreduced maintenance efforts
and avoidance of unexpected
downtime• In-depth expert knowledge
on your equipment or system
performance capabilities gained
through permanent performancemonitoring

Performance
Monitoring
31

1.11

Logistics Support
Consulting
Your Requirements• Optimised supply chain andsupport concepts involving
customers, OEMs andsuppliers or third parties• Continuous improvement of• Optimised usage of resources
support processes and related
such as staff, infrastructure andcostmaterial

Our Solution• Detailed subject matter
analysis (e.g. usage ofstaff, infrastructure and/or
supplies) using supportability
engineering techniques andprocesses• Use of dedicated calculationand simulation methods andtools to model supply chains
and support concepts inorder to analyse and optimise
process performance andrelated life cycle or operationalcost• Development of dedicatedsolutions to optimise logistics
performance and increase
supply chain and support
concept efficiency• Access to HENSOLDT’scomprehensive service
knowledge base with a wide
range of logistics support
engineering expertise andpractical experience from civil
and military projects• Logistics support consulting fromHENSOLDT that complies with
relevant certifications (ISO 9001,
ISO 9100, AQAP 2110/2120, etc.)
and comes from long experienceof applying the relevant standards(e.g. logistics support analysis(LSA) to MIL-STD-1388, ASD suiteof ILS Specifications)• Upon request, support for
the implementation of therecommended solutions

Your Benefits• Optimised and limited logistics
footprint that reduces productlife cycle cost and the input
required on the customer side

32

Logistics
SupportConsulting
33

1.12

SpecialToolingYour Requirements• Special tools or measurement
equipment to support theoperation, repair and/or
maintenance of your systems
or equipment already in use• Replenishment of special tools • Ruggedized versions of available
that are no longer available on
special tooling solutions that fit
the market or that are outdated
your special environmental or
and in need of updating
mission requirements

Our Solution• Selection and provisionof special tools andmeasurement equipment that
help you to meet your special
requirements for the operation,
repair, maintenance and/or
sustainment of your systems
or equipment• Analysis of your needs for thedevelopment and productionof special tooling solutions• Maintenance and calibration of
special tools and measurement
equipment• Development and provisionof workshops in accordancewith the latest usability, health,safety and environmental
requirements• Implementation of adaptations,redesigns and improvements forexisting tooling solutions• HENSOLDT Services uses
its well-established supplier
network to procure special
tools and hard-to-get toolingsolutions• You gain from HENSOLDT’slong experience as a provider ofcomplex systems and services,which is incorporated into theselection and development ofspecial tooling and measurement
equipment

Your Benefits• You receive special toolingsolutions, from single items up
to complete workshops, andassociated support over theentire life cycle from a single
source, with HENSOLDT as
your reliable partner

34

SpecialTooling35

1.13

Testing
SolutionsYour Requirements• Tailor-made high-end specialto-type test equipment(STTE) for the maintenance,
verification and certification ofyour system or equipment

Our Solution• Customised
testing solutions
Our
Solutionfor your HENSOLDT system or
equipment or legacy or thirdparty product• Integration of testing solutions
into fixed or mobile workshops
and/or laboratories• In-depth system testing of• System or equipment
new software and/or hardware
performance measurement
releases or changes• Modular testing solutions forenhanced or adapted test
capabilities• Training on the operation of
HENSOLDT testing solutions• Contracted system or
equipment testing by trained
HENSOLDT personnel using
in-house or customer testing
infrastructure• Development of test
procedures and reports
to enable verification andcertification of your systemor equipment for its intended
purpose• Development of smart
solutions for challenging
testing situations

Your Benefits• High system or equipment
availability verified and certified
through dedicated testing
solutions• Reduced repair turnaroundtimes through innovative andself-learning testing algorithms
and procedures

36• Operation of your testing
infrastructure by HENSOLDT
experts reduces theworkload for your personnel• You receive testing solutions
and related services over theentire life cycle of your system or
equipment from a single source,with HENSOLDT as your reliable
partner

Testing
Solutions
37

1.14

Simsphere®
Simulation Solutions
Your Requirements• Availability of highly skilled andqualified users, operators andtechnicians for your system or
equipment already in use

Our Solution• Comprehensive
Simsphere
Our
Solution®

product family supporting
various use cases:- HENSOLDT Simsphere® 		Train comprises a complete
suite of train driving
simulators, ranging from 		tablet-based solutions anddesktop and desk trainers
to full motion simulators• Realistic training for criticaland exceptional situations- HENSOLDT Simsphere® 		
Air Defence is dedicated tocrew proficiency training andweapon drills- HENSOLDT Simsphere 		Radar sophisticatedly 		
simulates complex andhighly dynamic sensor
systems with theiroperational interfaces andprotocols and functionaland dynamic behaviour®

• Simulation-based support
for complex system design,integration and testing(hardware or software in
the loop)• Design, integration andinstallation of full training
centres• Inclusion of training exercises
in simulator provision withthe option for trainers to edit
scenarios and operational
databases

Your Benefits• Your users experience a realistic
look and feel with HENSOLDT
Simsphere® training simulators• Cost and time savings due
to modular and incremental
training approaches while
simultaneously providing
professional certification foryour personnel

38• Reduced operational risk
(work safety hazards, system
breakdowns, etc.) throughrepeated staff training anddrills• Outstanding results throughcomprehensive model-driven
approach to radar systemsimulation, validation, verificationand deployment doctrines

Simsphere®
Simulation
Solutions
39

1.15

Certification
SupportYour Requirements• Certification of your systemor equipment and its
installation and integrationaccording to official or
governmental standards orregulations

Our Solution• Provisionof support for
Our
Solution

your certification for any
civil, military, environmental
or quality standards orregulations (e.g. AIMS,STANAG, AEtP, emission
security)• Provision of support foryour certification to operate
HENSOLDT products or thirdparty systems in a mannercompliant with standards• Qualification of yourinfrastructure and related
processes for multi-national
alliance capabilities and joint
operations• Other requirements for civil,
military, environmental or quality
certifications• Collection and evaluation of
initial setup data to identify
deviations in the operating
environment with regard to
the envisaged certification• Generation and documentationof necessary test procedures
and results• Provision of support for the
implementation of corrective
or adaptive measures for
system optimisation in orderto achieve certification• Installation of HENSOLDT or
customer reference systems
at your sites, e.g. for thecertification of flying platforms• Provision of highly experienced
HENSOLDT personnel toconduct or support thenecessary certification tests• Management ofcommunication withcertification agencies during
the entire certification processYour Benefits• Installation and certification
support service provided by
an experienced and reliable
partner for the successful
awarding of the required
system or box level certificationfrom the competent authorities
40• Smooth and coordinatedcertification process withinschedule for your systems
or equipment from a single
source, with HENSOLDT as
your trusted partner• Gain from HENSOLDT’s longexperience as an OEM of
products carrying civil, military,
environmental and quality
certification

Certification
Support41

1.16

Antenna
ServicesYour Requirements• Operational and highly
available antenna system• Preventive maintenance,
e.g. greasing, oil and visualor functional checks withnecessary adjustments• Corrective maintenance in caseof failure or due to aging• Material supply including
spare parts provision andpartial or complete renewal
or replacement• Mobile, global service team withqualified, licensed and securitycleared staff, offering many
years of in-depth experience incomplex antenna systems andinstallations

Our Solution• Provision of support for thecontinued operation of a wide
range of antenna types andsystems, covering active andpassive antennas of all sizes
up to large-scale installations
for use in communications,radar and electronic warfare
applications• Comprehensive on-site andoff-site maintenance, repair
and overhaul• Maintenance of fully equippedfacilities (including special
tool and test equipment,
e.g. for RF applications)• RF antenna patternmeasurements withconventional and/or dronebased methods (AirCal)• Provision of tower solutions
for the installation of complex
antenna systems (specifications
for design, implementation,
installation, etc.)

Your Benefits• Usage of HENSOLDT’s
experience and know-how
based on a wide range ofantennas in service worldwide

42• Broad range of antennaservices performed incompliance with current
safety regulations (radiation,
electric, fire, etc.)• Cost savings due to the usage of
special tools and test equipment
owned, maintained and operated
by HENSOLDT

Antenna
Services
431.17

Shelter
SolutionsYour Requirements• Special shelter solutions
for the transportation and
fixed or mobile operation ofsystems ready to use for yourmission or purpose, suchas maintenance and repair,testing and verification, andfield or sea trials• Reliable and customised
shelter solutions designed
to be used under extreme
environmental conditions• Maintenance, repair and overhaulof your existing shelters• CAD-based rapid prototyping
capabilities with prototype
models based on 3D printing• Refurbishment of your wornout or outdated shelters or
modification of such to meetchanged requirements or new
purposes

Our Solution• Design and developmentof tailor-made, robust andcomplex shelter solutions
for your special purposes• Integration and testing ofcustomised shelter solutions
in our fully equipped service
facilities, supported by our
flexible and comprehensive
partner network• Consideration of integrated
human factors in engineeringand ergonomic designs

Your Benefits• One reliable partner forthe design, development,
production, testing, integrationand life-time servicing ofyour shelter solutions fromHENSOLDT and third parties

44• Shelter solutions designed
for extreme environmental
conditions and certified fore.g. naval operation and airtransport• Compliance with safety
regulations (e.g. radiation,
electric, fire) and applicable
environmental protection
requirements

Shelter
Solutions
45

1.18

CablingServicesYour Requirements• Connection solutions fordifferent equipment andinterfaces in your infrastructure
or on your platforms incomplex environments• Support for the installationand interconnection ofvarious system components• Support for testing andverification of installed cabling

Our Solution• Provision of support for
the assembly, installation,
modification, maintenance,
testing and verification ofcables and harnesses• Production of cables, cable• Provision of support forharnesses, waveguides andcable types, waveguides andconnectors for naval andconnectors for HENSOLDT andground applications according
third-party products
to current production standards
and regulations (e.g. RoHS,
REACH, ISO, JPC, IPC,IRQAO, DIN, DEFSTAN, MILSTD, STANAG, EDSTAR, IEC
norms, IEEE STDS, UL, CSA
certification and others)Your Benefits• Cabling services provided
by highly trained personnel
demonstrating the highest
level of professionalism anddedication to quality

46• Flexible and global mobile
cabling support from theHENSOLDT field service
team for on-site or onplatform installation or
maintenance with licensed
and security-cleared
personnel• Cost savings due to the wide
range of tooling, test andmeasuring equipment provided
by HENSOLDT for its cabling
services

CablingServices47

2. The Foundation
Our Services Backbone
2.1 People• Our HENSOLDT Services
organisation encompasses
more than 500 employees
dedicated to serving ourcustomers• We rely on our expert staff inthe fields of:- Integrated logistics 				 support (ILS) management
		 and engineering- Field service engineering- Technical assistance and		 helpdesk support- Technical documentation, 		
simulation and training- In-service support and project
management- Maintenance, repair and 		
overhaul- Goods processing

global HENSOLDT service
network and have direct accessto further capabilities withinengineering, operations andother supporting functions• To ensure timely and efficient
support all over the world, we• We maintain a high level ofare constantly expanding our
expertise and knowledge
global service infrastructure
through the continuous training
through a network of own andand certification of our staff
partner resources near to you• Our service experts areinterconnected through our

2.2 Tools• We use a broad range ofstate-of-the-art tools andproven methods to best
perform our various service
tasks and activities• We offer most modern
communication channels to ourcustomers, including a webbased service portal and user
help desk:- You can use our		 web-based service 				 portal to access a 				 wide range of product-				 specific services and 				 information- Our user help desk can 				 provide remote support 				 that directly links you with48

2.3 Data
our logistics or engineeringexperts

the product life cycle for optimal
provision of logistics and support
resources• Our laboratories andworkshops are equipped• Our logistics engineers constantlywith advanced tools andadminister and maintain various
measurement and testing
obsolescence databases inequipment that can be usedorder to support proactive
to analyse, repair, maintain,
obsolescence management
sustain, re-design and upgrade • With idocX, we offer adelivered systems or equipment
HENSOLDT-developed,
in operation
cost-efficient solution for• Special tools and software areinteractive electronic technicalused for remote and in-the-fielddocumentation and publication
performance monitoring(IETD/IETP)• Our support concepts aredeveloped and derived fromthe results of our tool-based
logistics support analysis (LSA)
and are maintained throughout• AR/VR/XR technologies are used
for technical publications, training
and remote support• HENSOLDT’s extensive
experience in thedevelopment, operation,
maintenance andsustainment of defence andsecurity electronics allows
for in-depth logistical andtechnical data analysis andinterpretation with an allembracing view
• We constantly update andmaintain our technical andlogistical databases in orderto support our experts in
adapting logistics concepts
and issuing optimisation
recommendations• Intelligent algorithms anddata-mining techniques
performed on available
field data allow for
the implementation ofpredictive maintenanceand processes as well as
smart logistics solutions
such as the orderingand delivery of predictive
spares• Our comprehensive
database enables our
experts to share with you
our in-depth knowledge of
their equipment or systems
and its capabilities, which
can be used as the basis for
decisions in order to ensure
successful operational
deployment and efficientlogistics support• Complete integration oflogistical and technicaldata helps HENSOLDT
to efficiently maintainthe required system andequipment availability49

3. The Framework
Our Contract Types
3.1 Service on Demand• All services (e.g. repair, spareparts) are requested, quoted
and purchased on a case-bycase basis• Each service is carried out
or supplied as agreed inindividual POs and is executedwith individually agreed lead
times
• The service content depends
on individual proposals,
published price lists and/or mutually agreed frame
contracts• Although the service-ondemand model offers a highlevel of flexibility for you, as
only the services needed arepurchased at any time,
service availability is notguaranteed and is provided
according to HENSOLDT’s
best efforts• Cost only apply in respect of theservices that are actually needed
and purchased, but there arelimited economies of scale• With this model you
choose to keep the system
availability mainly under yourresponsibility

3.2 Performance-Based Logistics (PBL)• The services provided
are based on an inservice support contract
with individually agreed
specifications, conditions andperformance requirements• With this service model,
we individually agree on theshare of responsibility forservice provision or meetingyour requirements with regard
to (system) availability and/or
detailed (service) parameters

50• Individual PBL levels allow
you to define required
service parameters suchas turnaround time andlead time, service reaction
times and product carewith elements such as
obsolescence management• Regardless of the type ofcooperation chosen, we
act as your single point ofcontact• The introduction of KPIbased performancemeasurement and control
principles in combination
with bonus-malus payment
schemes support continuous
performance improvement• PBL contracts allow forpredictable cost/budgets
during the contract term;
HENSOLDT’s high degree of
performance responsibility
reduces your budgetary risk

51

4. The Relationship
Our Services Model
4.1 Basic Support Model• Within the basic supportmodel, you choose to retain
primary responsibility for theavailability of your system• You benefit from a high degreeof flexibility when requestingand ordering the required
service deliverables• HENSOLDT Services supports • The level of support you require
you with its broad range ofcan be defined within bothproducts within its service
service-on-demand and PBL
portfolio according to yourcontract types
demands

4.2 Cooperative Support Model• If you choose the cooperative
support model, you share theresponsibility for the availabilityof your system with HENSOLDT• Responsibility for operation of
the service infrastructure(e.g. workshops, aircraft system
support centres) can be shared
between you and HENSOLDT• System and equipment
availability is increased throughfocused management,
streamlined processes anddirect access to sharedresources (staff, material,
infrastructure, partner network)• With its dedicated service
organisation, HENSOLDT
is a trustful and reliable
partner for long-lasting andsuccessful relationships in suchcooperative support models

52• Due to the broad range of
products within its service
portfolio, HENSOLDT is readyto contribute in any respect
and to any extent• System serviceability andoperational capability aresustained through continuous
product improvements using
the latest technologies• You have straightforward
access to more in-depth
industry knowledge relating
to, for instance, systemdesign and architecture or the
execution of rarely recurring
activities• Knowledge is continuously
retained and extended within
the cooperative team• Your staff are supported
by well-trained HENSOLDT
employees with industry
expertise• The model allows you to
relocate mission-specificelements of the cooperation(staff, material, mobile
infrastructure) to the theatre ofoperation• The level of support you
require can be defined withinboth service-on-demand andPBL contract types, with PBL
being more suitable

4.3 Capability Support Model• Within the capability supportmodel, HENSOLDT provides
you with the required capability
and bears the responsibility
for the system or equipment
availability• Your staff and resources canbe deployed exclusively tooperational tasks• System or equipment
availability is guaranteed by
HENSOLDT and secured
through a bonus-malus
agreement• This model is typically
based on a PBL contract,which specifies the required
availability and capabilities• You benefit from predictablecost/budgets during thecontract term
• The system or equipment canbe owned by either you or
HENSOLDT or can be madeavailable on the basis of alease model• You retain full sovereignty overthe mission

53

4. The Scope
Our Competence Spectrum
Range of supported Products• All services are provided for HENSOLDT products and solutions, our legacy products andthird-party products• HENSOLDT Services combines all relevant disciplines to support our solutions for air, landand sea

No business card here?
Please mail toservices@hensoldt.net
to receive your point of contact

www.services.hensoldt.net

54

55

This document is not contractual. Subject to change without notice.
© 2020 HENSOLDT Holding Germany GmbH.
HENSOLDT, its logo and the product names are registeredtrademarks. All rights reserved. // 13072020 CYTKHENSOLDT Holding Germany GmbH
Willy-Messerschmitt-Strasse 3, 82024 Taufkirchen
Germany
T +49 (0) 731 392 3920