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Maintenance Contracts

Combat readiness means mission readiness. Our SLA solutions ensure strictly defined response times, parts availability, and round-the-clock engineer support—all based on Ministry of Defense and NATO procedures.

Experience

The systems we operate for the Polish Armed Forces demonstrate high reliability parameters. As part of the systems we operate, we have maintained IT infrastructure with ≥99% availability for 3 years, and the average recovery time does not exceed 4 hours. In the last 48 months, we have recorded zero days of unplanned downtime and an increase in the share of preventive work to 65% of total maintenance, which has reduced operating costs by several percent. Our proactive approach guarantees full mission continuity even in the most demanding environments.

Key advantages of A&D Serwis Maintenance Contracts

1. Response time: 2–4 hours / 24×7 Response time: 2–4 hours / 24×7 – upon request, we set up a mini service center directly at the customer's site, which eliminates travel logistics and allows us to maintain a recovery time of less than 4 hours.
2. Dedicated engineer – an experienced specialist who continuously monitors requests and remains the single point of contact until the request is fully resolved under the contract.
3. Predictive alerts and remote monitoring – we analyze the causes of faults, build predictive models, and plan preventive maintenance before minor anomalies turn into costly failures.
Full compliance with the Ministry of Defense and NATO – we maintain documentation and procedures in accordance with the standards specified by the client.

Permanent contract vs. Ad hoc repairs


Permanent Maintenance Contract (SLA)
Ad hoc repairs
Response time
Response time
Guaranteed 2–4 hours, 24/7
No guarantee – ticket queue
Cost predictability
Cost predictability
Fixed, predictable subscription fee
Cost of each intervention assessed individually
Parts availability
Parts availability
LRU/SRU warehouse and replacement equipment as standard
Purchase of parts after failure, often with long lead times
Downtime risk
Downtime risk
Minimal – replacement equipment and priority support
High – no reserves and longer repair times
Documentation and reports
Documentation and reports
Monthly KPI reports, live dashboard
Report only after repair completion
Predictive support
Predictive support
Remote monitoring, AI alerts
None – response only after failure
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FAQ

Frequently asked questions

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What is the difference between ad hoc repairs and permanent SLAs contracts?

An ad hoc repair is a response to a breakdown—the equipment goes into the standard queue, and the costs and turnaround time depend on the availability of parts. A permanent SLA contract provides priority service with a guaranteed response time of 2–4 hours, a spare parts warehouse, and predictive monitoring, which minimizes the risk of downtime and allows for precise budget planning.

Can you update firmware and software during scheduled maintenance?

Yes — as part of our preventive maintenance, we upload the latest OEM-approved firmware/software packages while backing up the previous version, which minimizes the risk of incompatibility and shortens future patch implementations.

How do you secure data and the supply chain for sensitive parts?

We use encrypted file exchange (TLS 1.3), a restricted-access parts warehouse, and an auditable traceability system, ensuring that all logistics meet ISO 27001 requirements and MON/NATO guidelines for the protection of classified information.

Benefit from our experience

Our mission is to deliver the highest quality service solutions that keep military equipment in full operational readiness. Let’s talk and tell us how we can help you.
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