On-site Technical Support

If you are in a critical stage of development and need priority service, Spectrum can provide a technical support engineer on-site to help you with all of your hardware, software and application issues. The technical support engineer is knowledgeable in all Spectrum products and their applications and will be able to:

• reduce your development time
• de-risk your project
• provide application level consulting

Once on-site, the technical support engineer will:

• focus on the diagnosing your problem(s)
• recommend a course of action
• attempt to find a fix or work-around as quickly as possible

If a fix or work-around is not possible on-site, the technical support engineer will return to Spectrum and use the internal engineering resources to resolve the issue(s) and then deploy the result to you.

A technical support engineer can be on-site in 1 – 3 business days after Spectrum receives your request. You may also schedule a visit from a technical support engineer to offer additional resources for an upcoming phase in your application development.

Ordering On-site Technical Support

Please contact your local Sales representative or contact support@spectrumsignal.com to order on-site technical support. Please provide the following information when you contact us:

• Your name
• Your company
• Your address and phone number
• Your system configuration
• A concise description of the problem
• The name of all Spectrum hardware components
• The name and version number of all Spectrum software components
• The version number of all software packages, including compilers and operating systems

Please use the following part numbers when ordering on-site support. Expenses will vary depending on where you are located.

You will be contacted to arrange a quote and to finalize arrangements.

Requirements for Spectrum On-Site Support

1. The following describes the lab and equipment to be provided to Spectrum during on-site support. Failure to provide an adequate room or equipment may increase the time required to find the problem.
   • Tables capable of supporting Customer’s Development System(s) and other equipment
   • Whiteboard (min. 3ft. x 6ft.)
   • Good access to Electrical Sockets and TCP/IP Network Ports
   • 17” Monitor along with standard keyboard and mouse for use with each development system
   • Signal Generator capable of producing clean signals up to 20MHz or greater
   • Digital Oscilloscope capable of capturing and storing signals with a cycle of less then 1ns
   • Frequency Analyzer
   • Other equipment specific to Customer’s application
2. When on-site, the Spectrum technical support engineer will need access to the customer’s development system(s) and may need access to the local Network Administrator to help configure the development system(s).
3. Spectrum requires a Purchase Order covering 2 Days of On-Site fee plus travel expenses for up to $5000US prior to departure.
4. Spectrum provides on-site support based on 9AM to 5PM workday. Any additional hours worked on a given day will be billed as part of the following on-site support day. Under no circumstances will a technical support engineer work more than 12 hours on any given day. On-site support visits shall not exceed 5 days.
5. Spectrum will invoice customers for a minimum of 2 Days of on-site support regardless of the actual duration. For service durations greater than 2 days, Spectrum will invoice customers for each day, or part thereof, up to a maximum of 5 days.
6. Follow-up on-site support will be billed to the customer at the standard rates for the service itself, travel and other expenses, regardless of the cause of the problem.
7. Spectrum personnel will use the English language when on-site.