Frequently Asked Questions
 For frequently asked questions related to the following categories, please click on the links below:
CONTACT INFORMATION
Who do I contact with questions on technical specs?
Questions on technical specifications should be directed to Wescam’s Sales Group at (905) 633-4000. You may also email us for technical information.
How do I contact Wescam Customer Service?
You can contact Wescam’s Customer Support Group by email link or by phoning (905) 633-4000
REPAIR & STATUS
How do I get a quote on repair work, and how long does this take?
For a quote on repair please contact the Wescam Customer Support Group at (905) 633-4000. We may request further information before providing a quote or may request that you send the system to one of its facilities for evaluation in some circumstances.
How long does it take for repairs?
Typical repair times vary and are dependent upon the item being repaired, availability of spares and maintenance contract commitments. Typical repairs vary from a few hours to 30 days depending on the specific failure and availability of spares. For customers who require short repair turn-around times, Wescam offers support programs that guarantee short repair turn-around times
How can I find out the status of repair work on my system?
To determine the status of your repair please contact the Customer Support Group at (905) 633-4000.
How can the RTAT be decreased and operational availability be increased even more?
- Customer purchase of SRU spares will further reduce RTAT, WESCAM can provide a recommendation based on the number of fielded systems and operational profile
- Customer purchase of LRU spares, for immediate replacement in field, will provide highest operational availability
SPARE PARTS & LOANER SYSTEMS
How do I order spare parts?
Spare parts can be ordered by contacting Wescam’s Customer Support Group at (905) 633-4000. You may also email us to place your order or request for further information
Does Wescam give loaner systems during the repair cycle?
Wescam provides tailored support services to its individual customers. Loaner systems can be made available to any customer, based on availability and the support plan purchased by the customer.
Are loaner LRUs available?
- Yes, under Annual Service Plan depending on service plan and customer location
- Wescam shared LRU spares pool support
- A serialized list of shared (loaner) LRU spares provided as part of Service Plan, dependant on location
- Available on a first-come, first-serve basis
- Upon repair of faulty customer LRU, the loaner LRU is returned to the shared LRU spares pool
WARRANTIES
When does my warranty start?
Typically, warranties take effect once the system has been delivered and accepted by the customer. This may vary if a customer requests a different start time during the procurement of the systems.
What repair options are available?
Extended Warranty
- Material & Labor included
Repair on Demand
- Fixed Labor & Material per repair event
Annual Firm Fixed Price Service Plans
- Full service for all-in-one price
- Guaranteed Repair Turn Around
Tailored Service Plan
- Performance Based Logistics – RTAT/Ao
- Power by the hour
Additional Services Available
- Program Management
- Field Support Representatives (FSR)
- Annual/Quarterly Reporting Process
- Spares Analysis and Provisioning
- Obsolescence Management
What type of failures are INCLUDED under warranty and/or service plans?
- Failure or Damage during Normal Operations, Usage, Maintenance
- Contractor Maintenance-Induced Failures or Damage
- Reported Failures with No-Fault Found
What type of failures are EXCLUDED under warranty and/or service plans?
- Failure or Damage due to “Acts of God” (E.g. bird strikes, weather related)
- Failure or Damage due to Accidents
- Customer Maintenance-Induced Failures or Damage
- Failure or Damage for any reason upon exceeding the maximum negotiated hours for the deliver order or the total yearly maximum hours
ANNUAL SERVICE PLANS
What is included in an Annual Service Plan?
- All labor and material for a period of one year (or for the length of the purchase Service Plan) regardless of the number or type of repair tasks for all operational systems
- Replacement of Customer purchased spares used during repair tasks or through attrition, if requested
- Expedited repairs through overtime and weekend work
- Designated Program Manager
- Guaranteed RTAT 0 guaranteed <60days (average <30 days), can be tailored to individual customer requirements
- Access to WESCAM common SRU’s – e.g. EOW, EON, IR
- Access to LRUs, as available – e.g. Turret, MCU
What are the benefits of an Annual Service Plan
- One fixed annual fee for all repairs regardless of frequency or repair activity
- Can be purchased for yearly or multi-year periods
- Reduced administrative work for quoting and approval process
- Reduced and guaranteed RTAT – no waiting for funding or repair approval: repair job commences immediately on receipt of failed equipment
- Tailored programs include program management support and status reports
- Provided known budget requirements over multiple years.
Are loaner LRUs available?
- Yes, under Annual Service Plan depending on service plan and customer location
- Wescam shared LRU spares pool support
- A serialized list of shared (loaner) LRU spares provided as part of Service Plan, dependant on location
- Available on a first-come, first-serve basis
- Upon repair of faulty customer LRU, the loaner LRU is returned to the shared LRU spares pool
What type of failures are included under warranty and/or service plans?
- Failure or Damage during Normal Operations, Usage, Maintenance
- Contractor Maintenance-Induced Failures or Damage
- Reported Failures with No-Fault Found
What type of failures are excluded under warranty and/or service plans?
- Failure or Damage due to “Acts of God” (E.g. bird strikes, weather related)
- Failure or Damage due to Accidents
- Customer Maintenance-Induced Failures or Damage
- Failure or Damage for any reason upon exceeding the maximum negotiated hours for the deliver order or the total yearly maximum hours
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