Supporting and implementing the communication systems that power your missions
PREVENTATITVE MAINTENANCE PROGRAM
A detailed overview of maintenance programs, service terms, technical offerings, and support structure for Westcan ACS Clients
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WELCOME & OVERVIEW
RELIABLE SYSTEMS, RESPONSIVE SUPPORT Keeping your critical communications running — efficiently, securely, and without interruption.
We’re proud to support the critical infrastructure that keeps your operations running safely and efficiently. This document is designed to give you a clear, transparent overview of the services we provide, how we support your equipment, and the responsibilities shared between Westcan and your team. Our goal is to ensure clarity, consistency, and confidence in every engagement.
Westcan ACS is committed to delivering high-quality technical support and infrastructure services. This document outlines all available services, support entitlements, terms of engagement, and responsibilities for both HELIX and our customers.
Support services apply to technical goods supplied by Westcan ACS or officially approved for support. Consumables, batteries, HVAC, mechanical devices, generators, and fuel systems are excluded unless otherwise specified.
ACTIVE SERVICES
Westcan’s “Active Services” include all fee-based technical support and field services. Each service is designed to maintain your infrastructure’s reliability and performance.
FEES APPLY
TECHNICAL ASSISTANCE CENTER (TAC)
What is the TAC?
The Technical Assistance Centre (TAC) is your centralized point of contact for all Westcan support needs. Designed for rapid issue resolution, the TAC connects you to expert technical help through multiple access points and integrates seamlessly with other Westcan services like the NOC and field support.
What’s Included with TAC?
You can reach the TAC via phone, email, your Client Landing Page (CLP), or through the Network Operations Centre (NOC), ensuring
Your all-in-one help desk for service and support, AND Your central point of contact for all HELIX support needs
continuous access to support. TAC services include assistance with warranty, device setup, troubleshooting, and repair coordination.
Support Hours
For infrastructure clients with an active Service Level Agreement (SLA), TAC services are available 24/7/365. Standard support hours for non-SLA clients are Monday to Friday, 08:00–16:30 MST.
Support issues are triaged and resolved through a defined escalation process:
Level 1: Initial engagement with
the TAC team, including technician dispatch if needed
Level 2: Escalation to Westcan engineering or Subject Matter Experts (SMEs)
Level 3: Further escalation to manufacturer technical support or engineering teams
Ticketed & Transparent
Every request is logged in the HELIX ticketing system for full visibility, consistent follow-up, and accountability.
2 - PIMS
PREVENTATIVE MAINTENANCE & INSPECTION (PMI)
Routine system checkups to keep your infrastructure running at its best. PIM’s provide a scheduled inspection and assessment service tailored to your unique infrastructure, designed to detect issues early and ensure system integrity.
What are PMIs?
Preventive Maintenance Inspections (PMIs) are built around a mutually agreed-upon scope and schedule specific to your infrastructure and terminal gear. This ensures the service is aligned with the unique needs of your site, delivering clarity and consistency from the start.
Performed by Certified Experts
All inspections are conducted by qualified Westcan technicians with the technical expertise to ensure accurate, consistent assessments. Within 30 days of fieldwork, you’ll receive a detailed report outlining our findings along with actionable recommendations to maintain system integrity.
PMI services are billed on a Time & Materials (T&M) basis. Charges include time spent on pre-inspection analysis, fieldwork, and postinspection reporting to ensure full visibility into the value delivered. ACTIVE SERVICES:
Built-In Flexibility & Change Management
Minor adjustments may be handled on-site during the visit. If any significant changes are required - such as repairs, system upgrades, or reconfiguration - our team will provide a separate review and quote before moving forward.
Billing Details
Preventive Infrastructure Maintenance (PIM) is a scheduled checkup service
designed to keep your systems running at peak performance
Protect
SOFTWARE & FIRMWARE UPDATES
Software and Firmware Updates are a dedicated upgrade service designed to keep your systems current, secure, and fully functional in line with manufacturer-issued releases. This service protects your infrastructure by ensuring essential updates are applied promptly to maintain optimal performance.
What’s Included?
Westcan applies manufacturer-released software and firmware updates as they become available and are deemed necessary. This includes security patches, firmware upgrades, and full version updates to ensure system integrity. Updates can be delivered in two ways: remotely through Over-the-Air (OTA) deployment via the Westcan Network Operations Centre (NOC), or through field service delivery by a Westcan technician. On-site delivery is typically scheduled after your annual Preventive Maintenance Inspection (PMI) and billed separately.
Key Considerations
Westcan always prepares a back-out plan should an update need to be reversed. For complex or missioncritical upgrades, on-site technician support is strongly recommended. To perform updates, clients must provide either remote or physical access to all relevant devices, including servers and routers. If your system is significantly outdated, intermediate updates may be necessary before the latest version can be applied. It’s also important to note that FitFor-Use (FFU) testing is not included in this service unless SCAD (System Configuration, Architecture & Design) services are contracted separately.
Billing Details
Software and Firmware Update services are typically billed separately and are not included in standard maintenance agreements. Charges may vary based on delivery method, system complexity, and version gaps.
SYSTEM CONFIGURATION, ARCHITECTURE & DESIGN
What It Is SCAD?
System Configuration, Architecture & Design (SCAD) is the authoritative documentation of your system’s engineered design. It serves as a centralized, permanent reference to support upgrades, troubleshooting, compliance, and lifecycle planning. This blueprint ensures your infrastructure remains aligned with its original technical intent.
What’s
Included?
SCAD includes a full set of “as-built” system drawings and architectural design documents, along with commissioning records that verify deployment was completed to specification.
It also captures detailed fleet map data such as talk paths, user group configurations, and connectivity structure.
Software and firmware versions currently in use across your infrastructure are recorded, and a formal MACD (Moves, Additions, Changes, and Deletions) process is defined to manage configuration changes over time.
Why SCAD Matters
Having a current and accurate SCAD package allows your team and HELIX to make informed decisions when planning system upgrades, scaling deployments, or diagnosing issues.
It ensures that your system evolves strategically, without deviating from original design standards.
The Billing Details
SCAD services are typically bundled into your annual Maintenance Agreement (MA), providing ongoing documentation updates as part of your standard coverage, without incurring unexpected fees.
FLEET MAP ADMINISTRATION (FMA)
What It Is FMA?
Fleet Map Administration (FMA) is the ongoing service responsible for managing and maintaining your system’s fleet map configuration. It ensures your user group structure, talk paths, and connectivity data remain clear, functional, and fully aligned with your original system design.
Built on SCAD
FMA operates as a component of your broader System Configuration, Architecture & Design (SCAD) documentation. It works in tandem with SCAD to maintain accuracy across user groupings and communications pathways, keeping your infrastructure consistent and up to date.
What’s Included?
FMA includes routine maintenance of talk group structures and user IDs, along with updates based on MACD (Moves, Additions, Changes, and Deletions). All changes are implemented in line with your operational requirements and as-engineered specifications to ensure seamless system performance.
Client’s Role
Your team is responsible for providing updated user or IDlevel data. Once received, Westcan administers the changes directly within your system, ensuring they are executed accurately and efficiently.
How It’s Delivered
Fleet map changes are typically performed using manufacturerauthorized tools such as Motorola RM or equivalent platforms like L3HARRIS. These updates may require remote access to your system or network to complete.
Billing Details
FMA services are billed on a monthly basis and typically bundled into the annual Maintenance Agreement. Charges reflect the ongoing effort required to maintain the accuracy and integrity of your fleet configuration.
REPAIR & BREAK-FIX SUPPORT
What’s Break Fix Support?
Repair Services & Break Fix
Support is a responsive service that delivers expert repairs for Westcan-supplied systems and devices. Whether you’re dealing with hardware, firmware, or software issues, this service is designed to minimize downtime and restore functionality quickly and reliably.
Scope of Service
This support applies to both infrastructure and terminal equipment sold or officially supported by Westcan. Repairs may include troubleshooting and correction of issues related to hardware components, system firmware, and software configurations.
Flexible Delivery Options
Fast, expert repairs for HELIX-supplied equipment— when and where you need them.
Repairs can be performed in two ways, depending on the nature of the issue: remotely, through overthe-air (OTA) diagnostics and resolution; or on-site, with a certified Westcan technician dispatched to your location for hands-on support.
What’s Not Included
Please note that tower-related access and repairs fall outside the scope of standard Break Fix support. These services are governed under a separate agreement and must be arranged independently.
Billing Details
Unless otherwise specified in your Maintenance Agreement (MA), all Break Fix and repair services are billed on a Time & Materials (T&M) basis, ensuring flexibility and transparency in cost.
SLA-Governed Response (If Applicable)
If your site is covered under a Service Level Agreement (SLA), repair services will be delivered according to the response and resolution timelines outlined in that SLA— helping ensure critical issues are prioritized and addressed within agreed-upon service windows.
ACTIVE SERVICES: OPTION 7- TOWER MAINTENANCE
TOWER MAINTENANCE
Expert service for your tower-based equipment, with safety and system performance at the core of it all.
What’s in our Tower Maintenance Services?
Tower Maintenance is a specialized service designed to support and restore the performance of equipment located on communication towers. Conducted by Westcan’s certified tower crews, this service focuses on maintaining critical systems at height with a commitment to both safety and operational integrity.
Safety First
All tower-related work is performed by technicians who are specifically trained and certified for high-altitude environments. Strict safety protocols are followed at every step to protect both personnel and
infrastructure, and to ensure compliance with regulatory standards.
What’s Covered?
Tower Maintenance includes dish alignment, structural restoration of equipment mounts, grounding inspections, and cable fault diagnostics. Services also cover line sweeps, the replacement of cables and connectors, and maintenance or replacement of tower-mounted components. Westcan loopback testing and RF component functionality testing are also available. For advanced diagnostics, the team may bypass surge protectors using jumper cables and in-line connectors to isolate faults without interrupt-
ing service unnecessarily.
What’s Not Included?
This service does not include work on generators, nonWestcan equipment, tower structural elements, facility grounds, or fuel systems. These areas fall outside the scope of Tower Maintenance and must be addressed under separate service agreements.
Billing Details
All tower maintenance work is billed on a Time & Materials (T&M) basis. Charges vary depending on the scope of work, time required on-site, and any additional safety or access considerations involved in the project.
Certified tower serviceS for safe, compliant, and reliable system performance.
TOWER INSPECTION
Tower Inspection is a comprehensive, on-site evaluation of your communication tower infrastructure. This service is designed to assess structural integrity, confirm equipment performance, and verify compliance with safety standards—ensuring your system remains secure and operational.
Conducted by Experts
All inspections are performed by Westcan technicians certified in tower safety and trained specifically for high-altitude environments. Their expertise ensures every inspection is thorough, precise, and fully aligned with regulatory and operational requirements.
What’s Included?
The inspection covers a wide range of elements, including a visual assessment of the tower structure, support cables, and grounding systems. Our team will verify the condition of lighting and safety equipment,
inspect all cable and connector interfaces (including weatherproofing), and review antenna placement, alignment, and physical condition. Additional checks include waveguide inspections (if applicable), examination of walkways and platforms, sensor functionality, and signal output testing to validate system performance.
Billing Details
Tower Inspection services are billed on a Time & Materials (T&M) basis. Pricing may vary based on site complexity, location, and any issues uncovered during the inspection process.
In-depth
tower assessments to ensure structural integrity, signal performance, and safety compliance
ALARM MONITORING
What Is Alarm Monitoring?
Alarm Monitoring is a proactive service that provides 24/7 surveillance of your critical system infrastructure. Designed to detect and address issues before they can impact operations, this service ensures your network stays secure, responsive, and operational around the clock.
24/7/365 Coverage
Monitoring is delivered through Westcan’s Network Operations Centre (NOC), which uses a combination of automated tools and expert human oversight. This allows for real-time alert detection and immediate situational awareness of your infrastructure’s health.
What is Monitored?
Critical network, environmental and infrastructure components are monitored to detect threats or symptoms that can effect client operations and prevent downtime. This can include components such as Temperature, Power, backup power, doors, signal integrity, data throughput, jitter, latency, and more.
How Does It Work?
The system integrates automated alarm detection with manual validation to reduce false positives and ensure accuracy. To function effectively, it requires a secure, always-on network connection between your infrastructure and Westcan. Monitoring applies to infrastructure components only—subscriber devices are not included. Alarms are configured
24/7 system monitoring that flags and resolves infrastructure issues before they impact operations.
in collaboration with your team to align with operational priorities and response expectations.
Response Protocol
Every alarm is manually verified before action is taken to avoid unnecessary disruption. Response steps are dictated by your Service Level Agreement (SLA) and can range from routine support scheduling to immediate emergency intervention, depending on the severity and nature of the alert.
Billing Details
Alarm Monitoring is billed monthly. Pricing is based on the number of endpoints monitored, the complexity of the alarm configurations, and the level of response outlined in your SLA.
NETWORK OPERATIONS CENTER (NOC)
What It Is NOC?
The Network Operations Centre (NOC) is Westcan’s centralized command hub for proactive network support, remote diagnostics, and realtime monitoring. Operating around the clock, the NOC is designed to keep your communications network running at peak performance through early fault detection, remote intervention, and expert response.
Always On
With 24/7/365 coverage, the NOC continuously monitors your infrastructure to identify and resolve potential issues before they evolve into service disruptions. Its persistent oversight provides peace of mind and maximizes system uptime.
Inbound Services
The NOC handles real-time alarm monitoring, fault detection, and root cause diagnostics. It also integrates directly with the Westcan Technical Assistance Centre (TAC), ensuring smooth hand-offs and seamless support from first alert to resolution.
Outbound Services
The NOC also delivers remote support services, including over-the-air (OTA) updates, configuration changes, and system reboots. Whenever possible, issues are resolved remotely without requiring on-site dispatch—saving time and reducing system downtime.
NOC RESPONSE WORKFLOW
SUPPORT TICKET CREATION
A support ticket is generated immediately upon alarm receipt, logging the event for full visibility and traceability.
SEVERITY TRIAGE
The issue is prioritized according to your SLA-defined severity level and associated response timelines.
DIAGNOSTIC ANALYSIS
The NOC team analyzes the event to identify root causes and determine the most effective resolution path.
REMOTE INTERVENTION OR FIELD DEPLOYMENT
Where possible, the team performs over-the-air (OTA) fixes to resolve issues without delay or dispatch. If required, a technican will be dispatched to site.
ESCALATION SUPPORT & RESOLUTION REPORTING
Complex or unresolved issues are escalated to the Helix engineering team or manufacturer technical support. After resolution, resolution reports will be created.
STATUTORY COMPLIANCE CERTIFICATION
Statutory Compliance Certification is an annual inspection service required to maintain the legal operating status of your Bidirectional Amplifier (BDA) system. Conducted by certified HELIX technicians, this service ensures your system meets all applicable public safety communication standards and municipal regulations.
Regulatory Requirement
This certification is often mandated by law for facilities that rely on amplified signal coverage for emergency communications. In particular, buildings with poor in-building reception must demonstrate compliance to remain in operation and avoid enforcement action from local authorities.
What’s Included?
The inspection process includes a full functional review of the BDA system and validation against local or agencyissued compliance checklists. Coverage area testing confirms that communication signals perform reliably where required. Westcan’s technicians are trained and certified specifically to evaluate and document BDA performance for regulatory purposes.
Annual & 5-Year Milestones
Systems require annual certification to remain in authorized service. Every five years, a full system reset, review, and
recertification is required to maintain long-term compliance and ensure no degradation has occurred over time.
Reporting & Documentation
Following a successful inspection, Westcan’s submits the official certification results directly to the relevant authority having jurisdiction (AHJ). Copies are also retained in your client file for recordkeeping and future audits.
Billing Details
Statutory Compliance Certification is typically billed on a fixed-fee basis. However, Time & Materials (T&M) billing may apply for sites with unusual access challenges, complex configurations, or extended inspection requirements.
24/7 emergency field response by certified HELIX technicians— wherever and whenever you need it.
TECHNICAL FIELD SERVICES (TFS)
What It Is TFS?
Emergency Technical Field Services (TFS) is a 24/7 rapid-response program that ensures certified Westcan technicians are available to address critical issues, outages, and emergency situations. This service provides direct access to expert field resources when you need urgent on-site support the most.
Always Available
Westcan-trained and factory-certified technicians are on standby 24/7/365, ready to be deployed in response to infrastructure emergencies. Whether you’re facing a communications failure, equip-
ment breakdown, or high-priority service disruption, emergency response is only a call away.
Coordinated Response
Emergency service is delivered through a structured, responsive coordination process. Support requests are received and triaged via Westcan’s 24-hour call center, with real-time ticket creation and technician scheduling ensuring no time is lost. Every case is tracked through the lifecycle of the incident for accountability and visibility.
Highly Skilled Resources
All technicians assigned to emergency work are certified for your
specific systems and regularly retrained through the Westcan Technical Competency Program.
Built-In Escalation Path
If field technicians encounter complex or evolving issues, escalation is immediate and structured:
Level 1: Support from the Westcan TAC, lead technician, or assigned Subject Matter Expert (SME)
Level 2: Escalation to Westcan Engineering or the SME Team
Level 3: Engagement of manufacturer technical support or engineering resources
This tiered structure ensures that critical problems receive fast, expert attention without delay.
ACTIVE SERVICES: OPTION 13 - REPLACEMENTS
ADVANCED PARTS REPLACEMENT
Minimize downtime and stay ready with flexible replacement and inventory programs.
Advance Replacement is a responsive service that allows for immediate hardware replacement when covered equipment fails. Instead of waiting for diagnostics or repair, a replacement unit is shipped right away, helping you avoid unnecessary downtime. What is Advanced Parts Replacement?
What are the Billing details?
There is typically no added fee unless otherwise stated in your contract. However, if the original hardware is not returned after replacement, rental charges or additional costs may apply.
Manufacturer Terms Apply
Advance Replacement policies are governed by the original equipment manufacturer, including any exclusions, warranty terms, and logistics protocols.
Stay operational with fast replacements and customized spare parts management.
Fast hardware swaps to keep your systems running while repairs are underway.
SPARES MANAGEMENT
What is our Spares Management Program?
Spares Management is a flexible program designed to ensure you always have access to the critical replacement parts your system depends on. The service is tailored to suit your operational preferences, giving you the option to centralize or locally manage your spare inventory.
Service Options
Westcan can house and manage your spares at our Edmonton facility, using a continuous “use and replace” model. Alternatively, you may choose to keep spare parts on-site at your own facility, while Westcan maintains accurate tracking records and oversight.
Inventory Tracking
Every part under management is logged in the Westcan inventory system or your personalized Client Profile (CP). Each record includes precise location and quantity details to ensure fast access, efficient audits, and complete transparency.
Flexibility & Cost
Spares Management programs are fully customizable based on your infrastructure, operational preferences, and desired level of involvement. Charges vary depending on the value and scope of inventory managed.
REMOTE TECHNICAL ACCESS & RESPONSE
Resolve issues faster without waiting for a technician.
What Is Remote Technical Access?
Remote Technical Access & Response is a firstresponse service that enables HELIX to diagnose and resolve issues without the need for an immediate on-site visit. This fast, remote support model helps minimize downtime and get your systems back online more quickly.
What’s Included?
This service includes real-time Over-the-Air (OTA) diagnostics and repair capabilities, allowing HELIX to detect, assess, and resolve infrastructure issues as they happen. Support is available 24/7/365 through the Technical Assistance Centre (TAC) and can be triggered directly by you via your Client Landing Page (CLP), or automatically via the Network Operations Centre (NOC) during active alarm monitoring.
Step-One Remediation
Remote intervention serves as the first line of response before dispatching a technician. Many
issues can be resolved remotely, saving time and resources while maintaining system availability.
Fallback Support
If remote efforts are unsuccessful or the situation requires hands-on resolution, HELIX will escalate to an in-person field dispatch seamlessly, ensuring continuity in support and minimal delay.
Access Requirements
To enable remote support, clients must provide secure access to relevant systems such as servers, routers, and network-connected devices. This ensures HELIX can respond immediately without infrastructure delays.
REAL TIME REMOTE SUPPORT TO DIAGNOSE AND RESOLVE ISSUES
MANAGED SERVICES
What are Managed Services?
Managed Services are a fully integrated support offering that combines Westcan’s core technical services—monitoring, diagnostics, remote support, and technician dispatch—into one streamlined, all-inclusive solution. It’s designed to deliver proactive coverage, quick resolution, and operational stability across your entire communications infrastructure.
What’s
Included?
This program includes continuous 24/7 network monitoring through the Westcan Network Operations Centre (NOC), tiered help desk support via the Technical Assistance Centre (TAC), remote diagnostics and troubleshooting, and on-site technician dispatch when needed. Westcan also coordinates with third-party service providers when applicable, ensuring full-spectrum support across all connected components.
Support Model
All services operate within clearly defined Service Level Agreement (SLA) thresholds to ensure timely response and resolution. Escalation paths include Westcan Subject Matter Experts (SMEs), engineers, and manufacturer support channels, creating a robust framework for issue management and system stability.
Billing Details
Managed Services are billed on a flat-rate monthly basis, providing predictable costs and simplifying your budget planning while ensuring access to a complete support ecosystem.
ON SITE TRAININGS
What are On Site Trainings?
On-Site Technical Facilitation Services provide flexible, in-person support from Westcan-certified technicians to assist with tasks typically managed by internal client teams. This service bridges the gap between deployment and daily operations by offering hands-on help with setup, training, and system integration.
What’s Included?
Westcan technicians support a range of activities including end-user onboarding, programming and setup of subscriber equipment, and in-field documentation. They can also assist with live Q&A sessions, support for trainers, and help integrating your existing software or hardware with Westcan-provided systems to ensure a seamless user experience.
Delivery Model
Facilitation services are delivered directly at your location by certified Westcan personnel. This offering is ideal for new system deployments, refresher training events, or situations where temporary technical support is needed to address a specific operational challenge.
Billing Details
Services are charged on a Time & Materials (T&M) basis or as a fixed-rate per event, depending on the nature and scope of the engagement.
SYSTEM BASELINING
System Baselining is a foundational documentation service that captures a detailed record of your system’s current state. It serves as a reference point for future support, updates, and troubleshooting—forming the basis for all technical planning, including SCAD (System Configuration, Architecture & Design).
What are the Ideal Use Cases?
Baselining is the fundamental principle from which to ensure the Customer’s system is operating in accordance with Manufacturers’ specifications. once the system is baselined Westcan can provide a comprehensive Maintenance Program proposal to ensure ongoing Manufacturer compliance and safety critical system performance.
What’s Included?
The baseline includes complete “as-built” system specifications, architecture diagrams, and a comprehensive inventory of installed components, configurations, and firmware versions. It also evaluates system performance against key technical standards to verify operational readiness.
How is it Delivered?
Baseline assessments are conducted on-site by trained HELIX technicians. After the fieldwork, you’ll receive a formal engineering report summarizing all
findings, providing clear documentation to support ongoing maintenance, upgrades, and lifecycle planning.
Included in the Baseline report are any recommendations for system upgrades or repairs to meet specific manufacturer operating specifications.
What are the Ideal Use Cases?
A system baseline is ideal for new service onboarding, system lifecycle planning, and establishing a trusted reference point for future troubleshooting, upgrades, or audits.
A full documentation package capturing your system’s current configuration, performance, and components.
FIT FOR USE (FFU) TESTING
What It Is
Fit For Use (FFU) Testing is a pre-deployment lab service that validates the compatibility, performance, and stability of hardware, software, firmware, and accessories before they’re introduced into your live system. It’s designed to mitigate risk, verify functionality, and ensure mission-critical environments remain uninterrupted.
What’s Included
Testing simulates real-world operational conditions to ensure all components perform as expected. This includes device-to-accessory compatibility checks, post-upgrade system validation, and evaluation of core functionality based on the specific changes being implemented.
Reporting & Documentation
All test results are thoroughly documented and
Lab-based testing to confirm compatibility and stability before deployment to live systems.
archived. Clients receive a formal report outlining the findings, along with any recommendations or alerts regarding compatibility, limitations, or optimization opportunities.
Ideal Use Cases
FFU Testing is ideal for clients planning firmware or software rollouts, introducing new hardware or accessories, or operating in environments where system failure is not an option.
Delivery Method
Testing is performed in a Westcan lab setting by trained technical staff prior to field deployment. Completed reports are delivered digitally for easy review and recordkeeping.
SUPPORT SERVICES
WARRANTY & RMA SERVICES
Streamlined repair and return support—backed by HELIX and our manufacturing partners.
What is our Warranty Service?
Warranty & RMA Services provide a structured repair and return process for eligible equipment sold or serviced by Westcan and covered under our warranty program.
What’s Included?
The service includes diagnosis, repair, or replacement of qualified equipment, full management of the RMA process, and optional submission of warranty
claims on your behalf when allowed by the manufacturer.
What’s the Turnaround Process?
Once the item arrives at the Westcan Edmonton Service Centre, an initial diagnosis and recommendation are typically delivered within 5 business days. Repairs are usually completed within another 5 business days, depending on parts availability. If the item must be returned to the manufacturer, turnaround
Warranty support and Return Merchandise Authorization (RMA) management—so your equipment gets repaired or replaced without the hassle.
times are then determined by the manufacturer.
Limitations:
Services are subject to the warranty terms of the original manufacturer. Timelines for Manufacterer-controlled repairs may vary and fall outside of Westcan’s control.
CLIENT PROFILE
What is a Client Profile?
The Client Profile (CP) is an internal Westcan tool used by technicians to support faster, more informed service delivery. It acts as a centralized, living reference document for client-specific system details, helping streamline both breakfix resolution and preventative maintenance activities.
What’s Included in a Client Profile?
The profile contains key contact and system information, a communications matrix for status updates and escalation protocols, and detailed site-specific information such as access instructions and safety requirements. It also includes a Quick Reference Handbook (QRH) for common technical procedures, ticketing system visibility,
and a log of spare parts associated with the client’s system.
What maintenance do you do on Client Profiles to keep them current?
Client Profiles are reviewed and updated annually in collaboration with the client to ensure all information remains current, accurate, and useful to the support team.
Client Profiles are a technicianfacing tool that centralizes key client details for faster, more effective support.
ANNUAL & QUARTERLY REVIEW PROCESS
Proactive performance reviews to optimize your system’s reliability.
What is an Annual & Quarterly Review Process?
The Annual or Quarterly Review is a structured, data-driven evaluation of your system’s performance, delivered by the Westcan Customer Service and Sales teams. It’s designed to provide actionable insights that enhance reliability, improve service response, and support long-term planning.
What’s Covered?
Each review includes a summary of support tickets, root causes, and SLA adherence; an analysis of system performance data from tools like Genesis’ GW3-TRBO centralized monitoring, management, reporting and notification software, and Motorola’s RM (Radio Management) fleet management and remote programming software.
What’s the Cost?
This service is included at no additional charge as part of your annual Maintenance Agreement (MA).
PREFERRED RATE SCHEDULE
What is a Preferred Rate Schedule?
The Preferred Rate Schedule is a pricing benefit available to clients with an active Maintenance Agreement (MA). It offers reduced rates for services that fall outside the scope of the standard agreement, giving clients cost-effective access to additional support.
What’s Included?
This includes discounted hourly rates for technical services beyond what’s covered in the MA, fixed or “lump sum” pricing for defined scopes of work, and clearly documented
rates for after-hours, weekend, or holiday service calls.
What’s the Benefit?
The Preferred Rate Schedule provides clients with pricing predictability and exclusive access to Westcan’s best available service rates for unplanned or out-of-scope work!
PRODUCT END OF LIFE ADVICE
What is Product End of Life Advice?
End of Life (EOL) Advice is a notification and consultation service that keeps clients informed when a manufacturer declares a product or component to be approaching or at the end of its lifecycle. Westcan provides timely updates and strategic guidance to help you prepare for transitions.
What’s Included?
Westcan monitors manufacturer announcements and shares relevant EOL notifications with affected clients as they become available. Each EOL communication includes a clear breakdown of the product’s sunset timeline, typically following four structured phases:
Early notification and planning support for aging or discontinued equipment.
Phase 1: Product is declared EOL; remaining inventory is available for final purchase
Phase 2: Product is discontinued; limited service and parts remain available
Phase 3: Support ends, including software and firmware updates
Phase 4: All support ceases permanently
What’s the Benefit?
By providing early and transparent EOL guidance, HELIX enables clients to proactively plan for hardware replacements, system upgrades, and longterm technology roadmapping—reducing operational risk and ensuring continued system reliability.
SERVICE LEVEL AGREEMENT
What is a Service Level Agreement?
The Service Level Agreement (SLA) is a formal commitment between Westcan and the client that defines the expected quality, response timelines, and support standards for all services provided. It outlines how Westcan responds to incidents, tracks performance, and ensures consistent service delivery under your Maintenance Agreement (MA).
What’s Included?
The SLA specifies defined service attributes, escalation pathways, and performance thresholds tailored to your infrastructure. It categorizes incidents by criticality and sets clear expectations for response and resolution timelines. The agreement also includes industry-standard metrics, such as Mean Time to Respond (MTTR), to provide a measurable benchmark for performance. The SLA acts as a foundational component of every MA, shaping how support is prioritized and tracked.
What SLA model is used?
Westcan models its SLA framework after the Government of Alberta’s AFRRCS (Alberta First Responders Radio Communication System) standard. From there, it is customized to reflect the client’s system environment, complexity, and operational requirements—ensuring relevance and realism in every service engagement.
Formalized service standards and response timelines—modeled after AFRRCS and tailored to your system.
SHARED ACCOUNTABILITY FOR SERVICE (SAS)
What is Shared Accountability for Service?
Shared Accountability for Service (SAS) is a collaborative support model where Westcan and the client jointly manage service responsibilities, particularly for Level 1 and Level 2 support tasks. This approach increases responsiveness and reduces downtime—especially at remote or hard-to-access locations.
How does it work?
Under the SAS model, the client provides on-site “Smart Hands” personnel capable of performing guided tasks. Westcan supplies the technical expertise remotely, offering real-time instruction and oversight to complete on-site diagnostics, maintenance, or interventions.
Who is SAS Ideal For?
SAS is ideal for locations where immediate technician deployment is logistically difficult or cost-prohibitive. It allows clients to address issues faster with local resources, while still receiving expert direction and assurance from Westcan.
Audit & Oversight:
All on-site work completed under the SAS model is audited during the annual Preventative Maintenance Inspection (PMI) process. Additional audits may be conducted if needed to validate work quality or resolve discrepancies.
CLIENT LANDING PAGE
Your personalized gateway to all Westcan services
What is a (CLP) Client Landing Page?
The Client Landing Page (CLP) is a secure, web-based portal designed to give clients centralized access to Westcan services. It provides a streamlined interface for managing service requests, accessing support, and communicating with the Westcan team in real time.
What are the key functions of a CLP?
Through the CLP, authorized users can submit emergency repair requests, initiate general service queries, and view a centralized record of their support history. It serves as a single access point for service interactions, simplifying engagement and improving response times.
CLP’s are Custom-Built:
Each CLP is uniquely tailored to the client, with customized content, branding, and access controls based on organizational structure, system type, and user role.
7- CLP A secure, client-specific portal for submitting service requests and tracking support activity.
Access & Training:
Access is restricted to authorized personnel only. Westcan provides initial training and ongoing support to ensure users understand how to effectively use the portal and make the most of its features.
Integrated System:
The CLP is fully integrated with Westcan’s OTRS ticketing system, enabling seamless communication, status tracking, and reporting. All service requests initiated through the CLP are logged and monitored for transparency and follow-through.
OTRS TICKETING SYSTEM
What is OTRS?
The OTRS Ticketing System is Westcan’s official platform for logging, managing, and resolving all service-related activities. It serves as the central system used by technical teams and client-facing departments to ensure issues are tracked, addressed, and communicated in a timely and organized manner.
What does OTRS Support?
OTRS supports all Westcan service functions, including the Network Operations Centre (NOC), Technical Assistance Centre (TAC), and field services. It enables seamless coordination between internal teams and client stakeholders, ensuring no issue falls through the cracks.
The system issues real-time notifications according to the client’s Communications Matrix, ensuring the
Centralized
tracking for all support tickets, with real-time updates and full service visibility.
right people are informed at the right time. Field technicians submit live updates through OTRS while in the field, which not only improves transparency but also contributes to technician safety and accountability.
Reporting & Tracking:
Clients may request issue summaries and historical reports, which are useful for trend analysis and system planning. The platform also helps clients and Westcan alike monitor response times, resolution frequencies, and overall service outcomes to assess performance and improve future support.
SERVICES AGREEMENT CONTRACT
GLOSSARY+ DEFINITIONS
AAR
After Action Review. Summary report prepared for client by service provider following high criticality (SLA 1, SLA 2) event outlining scope, remediation, root cause analysis and recommendations for prevention.
Advance Replacement
A process by which failed/defective equipment is replaced with manufacturer owned and HELIX supplied equipment while the failed equipment is being repaired and/or being assessed. The supply of such equipment is contingent upon the execution of a suitable rental equipment contract in the form prescribed by HELIX. The service is subject to availability of replacement equipment and a rental charge will be levied on equipment that is not returned to HELIX promptly upon receipt of replacement/repaired equipment by the client.
Agreement
Means collectively the agreement document signed by the parties, any exhibit or schedule, appendix or addendum attached to or forming part of such signed document; and any other document, or portion thereof, that is expressly incorporated by refence in any document referenced in this definition.
BDA System Annual Re-Certification
The statutory process mandated by governing jurisdiction where a public safety BDA is licensed to operate. The re-certification process is mandatory and must be performed by suitably qualified/certified technician and evidence of successful completion mut be provided in the prescribed form to the governing body.
Beneficial Use
Means when the client first uses the system for operational purposes other than for testing or commission purposes.
Best Effort
Means what deliverables and quality standards of such that can reasonably be expected of the Service Provider under specific work circumstances.
Business Hours
08:00 – 16:30 MST, Monday through Friday, Public holidays excepted.
Calendar Year
Commencing January 1 and ending December 31 of the noted year.
Change Order
An order to alter the scope, schedule and/or commercial conditions of a service element. Either party may request a change order that is outside the scope of the normal work and /or practice. The parties will negotiate the request for a change order in good faith and within 5 days of being asked to do so. All requests for change order and all change orders shall be in writing and will be deemed to be in effect when agreed to by both parties. Such agreed upon change order will become part of the Master Agreement.
Client Landing Page
Also known as the client access portal. A web-based application allowing the client to interact with HELIX for accessing services. The CLP is customized for client content while being structured to facilitate the transfer of required information in a systematic and accurate manner.
Confidential Information
Means any information which the disclosing party makes to the receiving party in confidence, or which the receiving party reasonably should to know is confidential but will exclude any such information which is by practice or disclosure made non-confidential. Confidential Information means all information consistent with the fulfillment of this agreement that is (i) disclosed under this agreement in oral, written, graphic, machine recognizable, and/ or sample form, being clearly designated, labeled or marked as confidential or its equivalent or (ii) obtained by examination, testing or analysis of any hardware, software or any component part thereof provided by discloser to recipient. The nature and existence of this agreement are considered Confidential Information. Confidential information that is disclosed orally must be identified as confidential at the time of disclosure and confirmed by the discloser by submitting a written document to the recipient within thirty (30) days after such disclosure. The written document must contain a summary of the Confidential Information disclosed with enough specificity for identification purpose and must be labeled or marked as confidential or its equivalent.
Commencement Date
The commencement date for the provisioning of defined services.
Corrective Maintenance
Maintenance that is provided on a scheduled basis to remediate a client issue. This maintenance may be delivered OTA (Over The Air)
Critical Spares
The required spares that are defined for the ongoing maintenance/support of the system that have been agreed upon by HELIX and the Client.
Deliverables
Means all written information (such as reports, specifications, designs, plans, drawings, or other technical or business information) that Westcan prepares for Customer in the performance of the Services and is obligated to provide to Customer under this Agreement. The Deliverables, if any, are more fully described in the Statement of Work.
Emergency
An unforeseen event that impacts the functionality of the system as outlined in the SLA criteria.
Enhancement Request
A request from the Client to change the functionality of the product/system.
Fee Schedule
The listing of unit/hourly/inclusive rates for services delivered under an agreement to provide such.
Firmware
A type of software embedded into hardware devices that provides low-level control and instructions for the device to function. It acts as a bridge between the hardware and higher-level software like the operating system or applications
First Line Support
The first level of support/service request intercept involved with the resolution of incidents. Second line support would involve escalation to a higher skills level within the organization. Third line response would involve the highest level of escalation at a manufacturer level.
Force Majeure
Any event or circumstance which is beyond the control of a party and which results in or causes the failure of the Party to perform any of its obligations under the terms of the agreement.
Maintenance Agreement
The agreement between HELIX and the client specifying the terms and confdi0ons of the supply of contracted services.
Infrastructure
The non-subscriber gear portion of a communications system.
NOC
Network Operations Centre, serves two key functions. On an inbound basis it acts as a point of capturing, consolidating and triaging communications/alarm/notification of client event information. Outbound, it serves a starting point for the deployment of TFS and Engineering solutions, updates and other remedial actions may be required.
SHOW GRAPHIC OF NOC MODEL
OTA
Means “Over the Air” and describes services that are delivered remotely over designated client provided networks. Examples include delivery of software upgrades/patches, device programming, alteration of on-site device settings, etc.
Planned Downtime
Means any downtime which Westcan can plan and schedule in advance of such Downtime occurring.
Proprietary Materials
Software tools and/or other technical materials, including, but not limited to, data, modules, components, designs, utilities, subsets, objects, program listings, models, methodologies, programs, systems, analysis frameworks, leading practices and specifications which Westcan has developed prior to, or independently from, the provision of the Services and/or which Westcan licenses from third parties.
Preventative Maintenance
Also known as PMI (Preventive Maintenance & inspection)
Release
Also known as an “update” to a version of software/firmware previously deployed.
Response Time
The time it takes from the reporting of an incident by the client to when a suitable HELIX rep contacts the client in response to that request.
Return to manufacturer authorization. The permission necessary for the client to return goods to the manufacturer for repair/replacement.
SAS
“Shared Accountability for Service” where the client and HELIX jointly share responsibility for providing site Level 1 and Level 2 services.
Smart Hands
Technical services provided by the client on site who work with HELIX experts remotely to deliver specified onsite service scope.
Service Escalation
The escalation of an incident to succeedingly higher-level resources for purposes of resolving. Typical three level path: Front line HELIX/TAC support, Second line, HELIX Engineering/SME support, Third Line, Manufacturer Engineering support.
SHOW GRAPHIC OF ESCALATION MODEL
Service Level Definition
Typically support services have three distinct levels.
Level 1 - User experience
Level 2 - Subscriber gear and connectivity to network
Level 3 – Operating system, client network, and connectivity to system outside of client domain
SHOW GRAPHIC OF THREE LEVELS MODEL
Service Desk
Also known as TAC. The single point of contact between HELIX and the Client.
GRAPHIC SHOWING TAC PROCESS
Services
The combination of services and conditions described by the client in the schedules amended to this agreement. Also known as deliverables.
Service Request
A request from a client for information/service support. Generally done through the CLP or email on a 24/7/365 basis.
Site
The physical client location where the services are being required/rendered.
SLA
Service Level Agreement. A system of defined circumstances used to prioritize event severity and response levels. The default definition being that used by AFRRCS 2024. Any alterations are to be noted and documents as part of the agreement.
Software
Any computer program, firmware or other software included in an offering or service.
Spares Management
Means the managing of spare parts for a client system or for client benefit. The client will ensure that critical spares, those essential for core system functionality, are appropriately defined and available. Spares management typically includes cataloguing, storage and security of spares in a manner that allows them to be readily accessed as required. Spares may be considered “cold” or “hot” depending on their specific state of readiness for deployment. Spares are stored at client facilities in vicinity of where they will be used or in a designated HELIX storage facility
Statement of Work
Means the statement of work provided to Customer and incorporated herein by reference. The Statement of Work describes the Services and Deliverables (if any) that Westcan will provide to Customer under this Agreement, and the other work-related responsibilities that the parties owe to each other. The Statement of Work may contain a performance schedule.
Support Fee
The fee for service outlined in the MA agreement.
Subscription Services
Vendor and third party provided services delivered/administered by HELIX.
TAC
Technical Assistance Centre or help desk. It can be business hours or 24x7. Works integrally with NOC, call center and TFS to capture, interpret and manage service response to client issues.
GRAPHIC SHOWING TAC PROCESS
Terminal
The subscriber gear portion of a communication system.
Ticket
A common tracking number tied to a service event used to capture/track activity.
Urgent Downtime
Means Downtime which is required to occur immediately or as a matter of urgency and where Westcan is unable to schedule Planned Downtime
Warranty
The warranty provided by HELIX for services rendered or on behalf of the manufacturer of goods supplied by HELIX.
Workaround
The process of delivering a solution to a problem that is temporary in nature when a full/final resolution is not practical or unavailable.