Your Partner In Service Around The World More than 200 Service Stations Worldwide

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1 R Anschütz Your Partner In Service Around The World More than 200 Service Stations Worldwide Worldwide Service Network Coordination & Support Spare Parts Sales Training Program

2 Excellent Service Support Wherever You Navigate What makes Raytheon Anschütz one of the world s largest maritime service providers? It is our global network of subsidiaries and service partners - who are trained continuously through professional hands-on qualification programs - and our worldwide spare part supply chain. It is also our in-house maker s know-how in a wide variety of navigation system generations as well as our decades of experience in customeroriented service performance. +49 (0) (awh) One Call And You Get The Fix! At Raytheon Anschütz after sales support is not only a promise. Our focus is professional service attendance with highest firsttime fixed rates, resulting in maximum equipment uptime and lowest lifecycle costs. Therefore, we have implemented a wellengineered infrastructure to guarantee worldwide coverage with original spare parts and skilled technicians. Today, we take care of our navigation and radio communication systems on board over 30,000 ships worldwide, providing maintenance and repair as well as retrofit solutions for the whole lifecycle of a vessel. Our customers rely on excellent after sales support wherever their navigation is taking place, at any time. Raytheon Anschütz service network with 7 own regional stations, 20 large service depots and 200 service points to ensure predictable results and safe system performance Raytheon Anschuetz Singapore Pte Ltd. as central hub and contact for Asia Regular service training courses in Europe, Asia and the Americas and continuous performance evaluation program for service partners as a standard of quality management by Raytheon Anschütz Flexible, reliable and fast supply chain for maximum spare parts availability, backed by continuous inventory check-ups of spare parts depots worldwide Central service coordination for all deliveries of Raytheon Anschütz, backed up with a global IT system to ensure transparency and full insights in service cases

3 Your Benefit Do you need support beyond delivery? Worldwide technical service support Worldwide spare parts availability After sales management and end-customer warranty Customized upgrade and retrofit proposals Are you tired of expensive equipment downtimes? Worldwide service network - short distances, quick reaction Spare depots with continuous check-ups for maximum spare availability High training level as a standard of quality management In-house technical maker's support Is increasing workload ashore troubling you? One service contact for all products sold Central service coordination - one call for the fix Full transparency of service status and automatic reporting Individual service options such as maintenance contracts

4 Worldwide Service Network Support Central Service Coordination - Professional Service Management In a service case, saving time saves money. Our central service organization means one personal service point for all products delivered by Raytheon Anschütz, accessable on a 365/24/7 basis. Phone: +49 (0) (working hours) Mobile: +49 (0) (awh) Our central service coordination is backed by a team of highly skilled supporters and, if needed, with a direct reach back to R&D, production and quality management. A first diagnosis of failure, knowledge about needed spares and spares inventories, as well as detailed knowledge about technician qualification levels are prerequisites for successful service attendance. High performance spares supply chain Good spare parts availability is a prerequisite for quick reaction in a service case and thus maximum uptimes of equipment and ship. To offer our customers the security of maximum spare parts availability, Raytheon Anschütz operates worldwide comprehensive spare parts depots with highly developed computer based planning systems. Continuous inventory check-ups as well as the experience of our specialists help to avoid delays in the delivery of spare parts. For fast reaction to customer demands, our worldwide service stations are linked to our e-commerce solutions for spare parts. This leads to reduced processing costs for the customer as well. In the process our service coordination as well as our worldwide service partners are working with the Service Management Tool (SMT). This is a powerful global IT solution developed for the particular needs of our service management process. The SMT covers detailed information about systems installed and service history, assuring precisely planned action. Customers benefit from increased processing speed, from increased first-time fixed rates thanks to comprehensive insights as well as from increased transparency and regular updates with regard to service status. Service management tool

5 This Is How We Secure Best Results For Our Customers: 365/24/7 availability with personal points of contact No request without response, transparency and regular updates on service status Worldwide network of qualified service partners in more than 200 locations around the world for short distances and quick reaction Database covering details about service technician skills to ensure the right technician at the right place Sophisticated spares logistic with A/B/C depots, inventory analysis and electronic supply chain to guarantee high availability level of major spares High first time fix rate through highly specialized and experienced personnel support Global IT solution covering systems installed on board, vessel service history and worldwide service technician skills assure precisely planned action. First time fixed - Maximum service performance With approximately 200 service stations around the world, Raytheon Anschütz maintains one of the world's largest maritime service networks. However, at Raytheon Anschütz the focus lies not only on service availability but also on service quality. Therefore we have established a dedicated qualification program, based on unfiltered supplier know-how, worldwide hands-on training facilities, and finally a database on skills and performance of qualified technicians. All worldwide service partners of Raytheon Anschütz have to carry out regular service training courses and continuous performance evaluation programs to qualify their technicians to provide basic and most frequent services. In addition to that, selected service stations and technicians get more intensive training and qualification in special product groups to reach advanced training levels. This ensures that technicians with highest qualification are available worldwide to provide more sophisticated services, for example for integrated bridge or steering control systems. For special project installation, commissioning, maintenance and repair works as well as for realization of customized solutions, there is also a group of Kiel- and Singapore-based Raytheon Anschütz senior field service technicians and engineers available. To maintain top service performance also in future, Raytheon Anschütz has established various measures, such as first-time fixed rates supervision, training quality feedback evaluation and service partner review process.

6 After Sales Service Options Raytheon Anschütz supports customers through the whole lifecycle of vessel and equipment this starts with dedicated customer consultancy before sales and personal project management until setting in operation, continues with customized logistics and worldwide service solutions, and ends with tailored upgrade and retrofit suggestions. End-customer warranty Raytheon Anschütz accepts warranty claims from end-customers on the basis of a signed "Direct Warranty Agreement". This means that in case of a service or repair under a defined warranty, shipowners can handle their claims directly with Raytheon Anschütz as manufacturer instead of managing additional communication with the shipyard. This customeroriented handling of warranty and repair not only speeds up the process, but also reduces workload for the customer. Customized maintenance contracts Raytheon Anschütz offers customized maintenance contracts from the manufacturer according to individual needs. Our fixed price solutions provide value for money in the short and long term and support the respective customer with a low-risk, forward-looking support solution. Our customers benefit from reduced administrative workload and highest uptimes of vessels. GMDSS shore-based maintenance contracts Raytheon Anschütz also offers fixed price SBM contracts depending on individual needs. Offered contracts ensure qualified repair and spare parts service for on-board GMDSS communication systems, if required with worldwide coverage.

7 Training programs Keeping the knowledge about our products on a high level this is the main focus of our technical training team. Highly skilled engineers with years of experience routinely train our authorized service engineers and, if needed, ship's masters and onboard personnel all over the world. Training courses include: Maintenance training Operator training on ships or in the factory Service technician and depot maintenance training Management of obsolescence and end-of-life support Due to the long lifetime of a ship, some components with long-term support do not keep up with the newest technology. Raytheon Anschütz has implemented defined support for obsolete spares or products, including early announcements and detailed technical recommendations and instructions for replacements or retrofits - if needed, customized for each customer. Customized upgrade and retrofit proposals Today, the typical life span of a ship can be up to 25 years or more. As the vessels age, their features such as steering control and navigation are less accurate and less efficient than more modern systems, and availability of spares can be limited. A retrofit solution can help to maintain reliability and efficiency in operation, but adaptable equipment and special skills are needed in order to be able to marry technologies of different generations and to integrate new functional capabilities into existing bridge consoles. Raytheon Anschütz looks back on many years of retrofit experience and is well versed as an integrator in developing customized navigation solutions in cooperation with the customer. Experienced engineers support the customer, from requirements analysis and project outline through project management to customer-specific engineering, assembly, testing, and installation around the world. Of course, we accept the full responsibility for all parts of Raytheon Anschütz retrofit solutions and offer extended worldwide after sales service and support. Our dedicated end-of-life support cannot stop obsolescence but it provides shipowners with predictable planning and cost-efficient solutions to maintain full operational capabilities. To further anticipate the continuous need for obsolescence management, Raytheon Anschütz offers long-term update und logistic services.

8 Global Presence In addition to the worldwide service network with highlytrained personnel alongside all important shipping routes, Raytheon Anschütz maintains a global network of own subsidiaries in the most active shipping regions around the world. This is to further ensure quick and qualified service attendance, together with maximum availability of spares and direct access to maker's know-how for technicians, but also to offer customers competent consultancy and supervision for newbuilds onsite. Raytheon Anschuetz Singapore Pte. Ltd. 51 Bukit Batok Crescent #07-08 Unity Centre, Singapore Raytheon Anschuetz Shanghai Representative Office Room 713, Tomson Commercial Building 710, Dong Fang Road, Pudong, Shanghai, China Raytheon Anschuetz Office Portsmouth Langstone Technology Park, Bldg 4000 Langstone Road, Havant, PO9 1SA, United Kingdom Raytheon Anschuetz US Office 8680 Balboa Ave, San Diego, CA Raytheon Anschuetz do Brasil Sistemas Marítimos Ltda Avenida das Américas 7899, Sala 508 Barra da Tijuca, CEP , Rio de Janeiro, Brasil Subject to change due to technical developments without notice. All rights reserved Printed in Germany RAN e / L&S 0814 Raytheon Anschütz GmbH Headquarters D Kiel, Germany Tel +49(0) Fax +49(0)

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