About · Team
After-sales and Customer Support Team
Effective support starts with an accurate record of each unit. By tracing the serial number, configuration, software version, and test history, our team can determine whether an issue can be resolved remotely or requires inspection at the service centre.
Overview
- Every enquiry is tied to its serial range and configuration record, not treated as a generic product question.
- Spare parts are matched to the configuration rather than the model name — the same airframe ships in different states.
- Failure patterns are fed back into incoming inspection and assembly, so recurring items get removed rather than repaired forever.
- Response commitments are stated per contract; this site does not publish a generic response-time figure.
Support starts from the serial number
The first question is not what went wrong but which unit this is. Knowing exactly how a unit left the factory — airframe revision, payload set, firmware level, test record — determines whether a fault can be resolved remotely, needs a part, or needs the unit back.
Support therefore works against the serial range and its configuration record rather than treating every enquiry as a question about a generic product.
Spares matched to configuration
Spare parts are matched to the configuration rather than to the model name, because the same airframe ships in different states and part-level differences follow the configuration rather than the badge on the case.
This is also why configuration control is kept in-house even though assembly and integration are carried out through qualified partner facilities — see how manufacturing responsibility is split.
Failures feed back into inspection
Failure patterns are fed back into incoming inspection and assembly so that a recurring item gets removed rather than repaired forever. A fault that appears twice is a design or supplier problem; a fault that appears ten times is a programme management problem.
That loop is what incoming inspection is adjusted against over time, rather than being a fixed checklist set once and never revisited.
What we do not publish
Response targets and response times are agreed per contract. We do not publish a generic figure, because a number offered without knowing what it covers is a commitment waiting to be tested rather than a service description.
Related pages
- Technical StrengthView
- Company overviewView
- Development Testing and DeliveryView
- Custom Engineering NotesView
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