SUPPORT Standard support Extended support Training Downloads		Extended Support Our extended support program includes a range of options that can be provided in addition to the standard support package. These options can be tailored to suit the customer's specific needs with regard to content and duration. A long term support program with a minimum duration of 3 years is often the most cost effective. These options include: Direct Maintenance Exchange (DME) The DME concept provides the customer with a cost effective solution for spare parts management. In this concept the customer need only keep a minimum stock of spares at his premises. Additional spares will be stored at our premises and a part will be shipped to the customer immediately after a request is received. The customer can ship the faulty part back to us when convenient and it will be repaired and returned to our stock of spares. The quantity of spare parts is decided in cooperation with the customer according to the specific configuration of the system(s). Periodic Site Visit For this option, one of our engineers will visit the site at regular intervals (typically 3 months) for a fixed duration (typically 3 days). The visits shall serve the following purposes; • to assess the system's performance over the previous period • to asses the status of the software and perform any routine maintenance tasks as may be required. • to refresh the skills of the customer's maintenance staff. Emergency On-Site Support Emergency on site support can be provided in agreement with the customer if telephone assistance does not succeed. With this option we guarantee to have an engineer on site within an agreed response time (typically 6 Norwegian working days) after receiving a request from the customer.