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Company Confidential

OMNI Apriori Legacy Data

Short Description:
Avantra 30 Service Plan

Long Description:

AGFA Division

AVANTRA 30

SERVICEPLAN

Revision A2

COMPANY CONFIDENTIAL

Prepared by: Gary Carlson - Ext. 5823

Drum Imagesetters PLT

WW Headquarters Technical Support - M.S. 200-2-3S

Field Service

Date: February 14, 1996

Approvals:

Director,Technical Product Support

Field Service: Russ Gern

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Manager,Technical Product Support

Field Service: MaryAnn Marshall

Manager,Product Line Team

Field Service: Gary Carlson

Manager,Worldwide Training
Field Service: Christie O'Malley

ABSTRACT

This document describes the manner in which Field Service will support the
Avantra 30 product. This will include customer support in the field following
its release.

TABLE OF CONTENTS

1.0 SCOPE
1.1 Update
1.2 Product Description

2.0 DEFINITIONS

3.0 SERVICE STRATEGY

3.1 Business Approach for SMA Customers (U.S. Only)
3.2 Business Approach for Non-SMA Customers (U.S.Only)
3.3 Business Approach for Subsidiaries Outside the U.S.
3.4 Worldwide Field Service Repair Philosophy
3.5 Call Avoidance
3.6 Presites
3.7 System Installation
3.8 Preventive Maintenance
3.9 Upgrades
3.10 International Support

4.0 RELIABILITY AND MAINTAINABILITY

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4.1 Goals
4.2 System Installation
4.3 System Repair
4.4 Analysis and Verification
4.5 Manpower Requirements

5.0 DIAGNOSTICS AND TOOLS

5.1 Diagnostic Requirements
5.2 P.C. Based Software
5.3 Remote Diagnostics
5.4 Diagnostic Verification
5.5 Tool Requirements

6.0 SPARES INFORMATION

6.1 Field Replaceable Unit List (FRU's)
6.2 Spare Parts Kits
6.3 Concerns

7.0 FIELD SERVICE SUPPORT GROUPS

7.1 Worldwide Headquarters Technical Support
7.2 Subsidiary Hotline Support
7.3 Headquarters Support to Subsidiaries
7.4 Documentation and Course Development
7.5 Technical Training

8.0 NON-REVENUE SUPPORT

8.1 Field Test Sites
8.2 Show Support
8.3 Other

9.0 SERVICE EQUIPMENT REQUIREMENTS

1.0 SCOPE

This document is intended to identify those tasks which must be performed in

order for Field Service to efficiently service and maintain the Avantra 30 after
it is released to the field. Field Service requirements (i.e. diagnostics, tools) to
support the product will be included in this document. All Field Service support
functions and personnel will also be included. This document does not deal
specifically with technical aspects of servicing the product, except where
necessary.

1.1 UPDATE

15 December 1995
Rev A - Put original document into OMNI.
07 February 1996
Rev A1 - Updated section 6.1, Spare Parts List.
14 February 1996
Rev A2 - Updated sections 3.3, 3.10, 7.3, 7.5
Updated section 5.5, Tool Requirement

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1.2 PRODUCT DESCRIPTION

OVERVIEW:
The Avantra 30 is a mid-sized, four-up, internal drum imagesetter which
exposes red sensitive media. The imagesetter can utilize film, paper or plate
media types, with a maximum page format of 30"x 25". The hardware is
derived from a mix of technology taken from both the Avantra 25 and the
Avantra 44 product lines, although more closely resembles the Avantra 25.

FEATURES:
* International, icon based operator control panel

* Dual media supply, with two Supply Cassettes standard

* Take-up Cassette standard, or optional On-Line Processor

- On-Line system includes Bridge, Processor & Crane
- No Buffer required for the Av30

* Head & Tail Punches standard

- Stoesser, Bacher Film & Bacher Plate available
- Optional custom punch configurations
- Note: punches are located on 30" side of film

* Variable Media thicknessí from 4 - 8 mils standard

* Imaging speed has been increased by 50%

- 625 square inches per minute at 1200 DPI
- Speed increase due to 30K Spin Motor

MARKET OPPORTUNITY:

The estimated market for the Avantra 30 is 500 - 600 units per year, with a
projected product life of four or more years. This four-up imagesetter will fill a
product gap between mid-sized and large format imagesetters, allowing full
page makeup for a number of plate sizes which are now only covered by more
expensive large format imagesetters. This is provided at a lower equipment
cost, and with reduced floor space requirements. The Avantra 30 will replace
the SelectSet 7000, and is a revenue product for 1996.

SALES FORECAST:

Worldwide Sales Forecast

1996 1997
Quarter Quantity Quarter Quantity

Q1 -- Q1 125
Q2 200 Q2 125
Q3 180 Q3 125
Q4 160 Q4 125

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Total = 540 Total = 500

2.0 DEFINITIONS

FCS - First Customer Ship

FRU - Field Replaceable Unit

F.S. - Field Service

GAC - Goods Availability Classification Code

MTBF - Mean Time Between Failures

MTTI - Mean Time To Install

MTTPM - Mean Time To PM

MTTR - Mean Time To Repair

MTTT - Mean Time to Travel

PLT - Product Line Team

PM - Preventive Maintenance

OEM - Original Equipment Manufacturer

PSE - Product Support Engineer

SMA - Service Maintenance Agreement

TC - Technical Consultant

VAR - Value Added Reseller

3.0 SERVICE STRATEGY

The service strategy is comprised of several different aspects of service. The

first part is the approach we take from a business perspective, including the
support of SMA and non-SMA customers. The second part is the approach we
take from a technical perspective, including FRU's, system installation,
preventive maintenance, software/firmware revisions and upgrades etc.

3.1 BUSINESS APPROACH FOR SMA CUSTOMERS

For SMA customers, the Avantra 30 will be serviced in a manner similar to

output devices currently manufactured and maintained by Agfa. The Avantra
30 will be installed by trained service personnel. On-site maintenance and
troubleshooting by trained service personnel will provided when necessary.
Remote diagnostics will be used whenever possible to facilitate the Call

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Avoidance program.

* Diagnostics will be provided for service personnel only

* Spare parts kits will not be provided to the customer (except for End User
service programs)

* On-site service calls will be included

* Remote diagnostics will be used whenever possible

* Customer access to the Technical Consultation Center

* Preventive Maintenance calls will be included

* Response time goal will be within 8 hours

3.2 BUSINESS APPROACH FOR NON-SMA CUSTOMERS

For non-SMA customers, the Avantra 30 will be serviced in a slightly different

manner than from customers that purchase an SMA . The Avantra 30 will be
installed by trained service personnel. Non-SMA customers will not have access
to the T.C. Center, therefore must generate an on-site service call for any system
problem or maintenance issue.

* On-site service calls will be charged time & material

* Remote diagnostics will not be available

* Customer must schedule Preventive Maintenance calls (charge)

* Response time goal will be within 24 hours

3.3 BUSINESS APPROACH FOR SUBSIDIARIES OUTSIDE THE U.S.

Agfa Subsidiaries outside the United States may have their own philosophy for
servicing customers, but should generally follow the US approach. The U.S.
business approach philosophy can be used as a guide line for servicing
customers. Each subsidiary should have it's own Hot line Support phone
number for customers to contact for service support.

3.4 FIELD SERVICE REPAIR PHILOSOPHY

The Avantra 30 field repair philosophy will be replacement at the module level
when possible. All parts that are replaceable are located in the documentation
that is provided during the Service Training class. Any updates to this list or any
change in the service philosophy for the product will be done through an FSB
and posted on OMNI.

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3.5 CALL AVOIDANCE

Call Avoidance, is a program designed to eliminate/reduce the number of

on-site service calls for the Avantra 30. If the Subsidiaries Service organization
is unable to diagnose the problem and rectify it over the phone, then a service
call will be opened to place a service engineer on-site. This type of service will
depend upon the Agfa Subsidiaries service philosophy for providing on-site
service.

3.6 PRESITES

Presites will be the responsibility of the local service organizations. The

organizations service engineer should check for the following at least 30 days
before installing the Avantra 30:

* Proper operating environment for the equipment (air conditioning cleanliness,

etc.)
* Adequate access to get system into customers location (doorway, elevator size
etc.)
* Adequate work space
* Correct Electrical hook up
* What type of front-end systems will be connected and
* what type of media will be used.

Also the service engineer should follow the items on the Pre-Site Installation
form provided during the training class. Some items may not be covered in the
above list.

3.7 SYSTEM INSTALLATION

System installation will be performed by the

* Pre-installation checks
* Unpacking, inventory and inspection of the equipment
* System verification to include:
- basic confidence
- check output copy quality
- validate system interface through the use of the users front end
* Customer training in the following areas:
- Media loading
* Daily operating procedures
- Setting system defaults
- Error code interpretation
- Preventive maintenance

3.8 PREVENTIVE MAINTENANCE

Preventive Maintenance should be shown to the customer during the

installation. The preventive maintenance instructions are also available in the
User's Manual. Field Service should complete a PM during a normal service
call if the time warrants the service. The major concerns for the customer to do
is:

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* Cleaning exterior of System

* Changing/cleaning of filters
* Maintain adequate access to the System at all times

3.9 REVISIONS AND UPGRADES

Revisions to the Product for end-users will be available at no charge for one (1)
year from the installation date of the Product. These Revisions will be for fixes
inherent in the product that causes the customer not to operate the product as
defined in the specification or User Manual. As for Upgrades, this will be a
chargeable service. An Upgrade will consist of an enhancement to the
functionality or specifications to the Product, but also may include some fixes to
the previous version.

3.10 INTERNATIONAL SUPPORT

The Avantra 30 service training and support will be provided by Wilmington,

Ma(USA) and Mortsel (Belgium). The United States will be considered as Head
Quarters function to the support and service of the Avantra 30. No Avantra 30
product should be sold to a country which has no Service Engineers trained on
the Avantra series, or does not have a service plan in place to support the
product in that country.

4.0 MAINTAINABILITY /RELIABILITY

4.1 GOALS

The pertinent reliability and maintainability information from the

Maintainability Analysis are listed below.

MTBF 900 Hours

MTTR 3.0 Hours

MTTI 6.0 Hours (Engine Only)

8.0 Hours (Engine/Bridge & Processor)

Total Call Rate 6.0/Year (Based on 4160 hours/year)

4.2 SYSTEM INSTALLATION

The Mean Time To Install the Avantra 30 (engine Only) will be 6.0 hours. The
Mean Time To Install the engine, Bridge and Processor will be 8.0 hours. This
number is based on Two (2) service engineers for 8.0 hrs each.

The installation, in both cases, should consist of what is noted in paragraph 3.6.,
and information given during the training class.

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4.3 SYSTEM REPAIR

The Avantra 30ís projected Mean Time To Repair is 3.0 hours. This includes
the time to diagnose, repair and verify that the problem has been resolved and to
return the system to normal operation. Repair of the Avantra 30 should be to
the FRU level only.

4.4 ANALYSIS AND VERIFICATION

The Maintainability Analysis is a procedure for predicting the system MTTR

and service costs. Each field replaceable unit is assigned a cost and a failure rate
which is usually derived from the reliability apportionment as specified in the
units specification. In some instances, direct vendor contact or history from
usage of similar components in other products is used to determine the failure
rate.

Estimates are made for time to diagnose, time to correct and time to verify. The
total of these times is the unit repair time. By using these numbers, in addition
to the failure rates and the unit costs, MTTR and service costs are predicted.
This process allows us to identify and quantify potential problems, as well as
determine whether the design will meet the maintainability goal without waiting
for a prototype.

Maintainability verification is the process of inserting faults into the system and
verifying that the unit repair times are accurate.

4.5 MANPOWER REQUIREMENTS

From the Maintainability Analysis, when combined with the Marketing sales
forecast, the number of man hours per system per year for installation and
unscheduled maintenance can be computed. From this number, we can predict
how many service engineers will need to be trained. It is approximated the ratio
should be one (1)SE for up to four (4) Systems.

5.0 DIAGNOSTICS AND TOOLS

The diagnostic philosophy on the Avantra 30 will be the same as the other
Avantra products. The resident diagnostics contained in ROM in the system will
not include image quality verification software (PUP) or selectable diagnostics.
Loadable software will be available separately on appropriate media that can be
loaded onto a portable personal computer. This permits much greater flexibility
updating diagnostics, adding new diagnostics and bug fixes in the field without
having to wait for a new application software release. This also means that a
portable P.C. will be required to install and service the Avantra 30.

Note that the Basic Confidence Checks (BCC's) and customer test page will still
be resident in firmware loaded into the system.

5.1 DIAGNOSTIC REQUIREMENTS

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ROM resident diagnostics (BCC's) will be provided to verify the correct

operation of the engine hardware. Detection of a fault will be simply reported to
the operator via the Control Panel, with additional information available to
direct service to the module level. The diagnostics will run automatically at
power up. The following is a summary of diagnostic features that are available
on the Avantra 30.

* ROM resident power up diagnostics capable of detection of single point, hard

failures and isolation of the failure to the field replaceable unit (90% system
coverage). These diagnostics can be invoked at any time by performing a system
reset.

* More extensive P.C. based selectable diagnostics can be downloaded to the

system when needed.

* A dedicated serial port for service use. This port can be used with a P.C.
directly or connected to a modem for remote communication to a terminal.

5.2 P.C. BASED SOFTWARE

There are two separate software packages available, an imaging utility called
PC Imager, and a diagnostics utility called AVDIAG. Both of these programs
are currently released and being used on the other Avantra product lines.

The PC Imager utility will be used for image quality verification and for
imaging troubleshooting. A PC board will be required to be installed in the
portable P.C. to support the PC Imager. The board is called the CGEN AT
Interface, which is currently available and is used with most of our other APIS
output devices (i.e. SelectSet, 9800, Accuset, etc.).

The AVDIAG utility will be used to download more extensive diagnostics to

the engine for troubleshooting more accurately to the FRU. The diagnostics can
be downloaded direct from the portable PC. or via a modem to help facilitate
the Call Avoidance program. The following is a list of other features that can be
performed:

ï Selectable Engine diagnostics

* Software Downloading utilities
* Engine alignment routines
* Hardware configuration set-up
* Machine Parameters back-up utilities

5.3 REMOTE DIAGNOSTICS

The Avantra 30 fully supports remote diagnostics as does all Avantra family
products. The remote diagnostic capabilities of the Avantra 30 will greatly aid
in achieving the system call rate goal using the Call Avoidance program.

A dedicated RS-232 DTE serial port has been provided in the Avantra 30 to
facilitate remote diagnostics and maintenance functions. The connector will be a

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25 pin "D"-type easily accessible to the customer for modem hook up. The
serial port will support the appropriate modem signals. The remote diagnostic
software will be written to work on any AT compatible P.C. The following
features will be supported by this serial port:

* Ability to check error logs, media usage and other logged information

* Ability to download more extensive P.C. based diagnostics

* Ability to back-up and restore Non Volatile storage in the system

* Ability to download new application firmware

* It has a password protection feature

5.4 DIAGNOSTIC VERIFICATION

Worldwide Headquarters Technical Support will test and verify all diagnostics
for the Avantra 30, both resident and loadable. Testing will be accomplished
by inserting faults and verifying that they are detected and correctly identified.

5.5 TOOL REQUIREMENTS

Maintenance of the Avantra 30 shall be performed using the standard issue

tools to the largest extent possible. Any special tools, fixtures, or alignment
gauges should be avoided when possible. In the event some special tools are
required to support the Avantra 30 in the field, they will be identified and
documented by Worldwide Headquarters Technical Support.

It shall be the responsibility of Worldwide headquarters Technical Support to

inform the AGFA Subsidiaries about any special tools required and insure an
adequate number of tools are available to support the international service
organizations. Present tool requirements for the Avantra 30 consist of the
following:

DESCRIPTION PART NUMBER

Portable P.C. 078461-505

CGEN AT Interface Kit 209301-501
Carriage Transfer Tool 002525-553
Carriage Transfer Tool Case C01781-001
25x Eye Loop 085235-001
Lint Roller 067518-001
PLCC Extractor Tool 078940-001
Modular 9 Pin Connector (Female) 078448-015
Modular 25 Pin Connector (male) 078448-016
Modular 10í Cable 078448-008
Modular 9 Pin Connector (Female) * 078448-021
Bridge Diagnostic Cable C03546-501

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* For Processor Simulator only

6.0 SPARES INFORMATION

6.1 SPARE PARTS

The following is the list of major spare parts (PCB's/assemblies) for the
Avantra 30 that will be required to support the system in the field. The failure
rate of these parts is based on 100 systems per month, used for initial stocking
only. History of usage will determine stocking levels thereafter. If part numbers
change, it will be the responsibility of Worldwide Headquarters Technical
Support to generate an FSB and have it available on OMNI.

DESCRIPTION PART NUMBER FAILRATE QTY GRP

BRIDGE
# Bridge/Buffer Driver Module 209686-501 1.6 1 B
Bridge Gas Spring 067449-001 1.5 2 C
Bridge Drive Servo Motor 066486-005 1.8 2 C
# Bridge Center Sensor 066721-002 .8 1 C
# Bridge Present Sensor 066719-001 .8 1 C
# Bridge Exit Sensor 066721-002 .8 1 C
# Loop Position Sensor 066719-001 .8 1 C
Lower/Upper Timing Belt 067196-037 1.1 1 C
CABLES
# Avantra-OLP Interface Cable C04688-501 .5 1 C
Carriage Flex Cable 066714-303 .6 1 C
# Control Panel/OLP Adapter Cable 206116-504 .5 1 C
Supply SDM Ribbon Cable 201179-502 .5 1 C
T/U SDM Ribbon Cable 201179-505 .5 1 C
# OLP Adapter Connector 207692-501 .3 1 C
CARRIAGE
* Carriage Assembly 002755-558 1.4 1 D
# Carriage Motor Encoder (analog) 208867-501 1.1 1 C
# Carriage Digital Encoder(position) 208866-501 1.1 1 C
# Carriage Drive Servo Motor 066756-001 1.3 1 D
Carriage Home Sensor 066721-002 .8 1 C
ELECTRONICS
Carriage Drive Module P00008-502 2.1 1 B
Digital Engine Controller 209714-501 2.3 1 B
# Operator Control Panel 002525-520 1.4 1 B
Sensor Driver Module 209287-503 1.9 2 B
# Vacuum Module 209323-501 .9 1 B
# Power Supply 002525-555 1.7 1 B
# Power Cord (domestic) 064404-001 .2 1 C
# Power Cord (international) 064466-001 .2 1 C
FRAMES/COVERS
# Exhaust Fan 207620-501 .6 1 D
# Intake Fan 066758-001 .6 1 D
# Intake Fan Filter (DEC) 066602-001 2 1 B
# Intake Fan Filter (Rear, o/w/b) C00305-001 2 1 B
Front Cover Gas Spring 067405-001 1.2 2 C

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Top Cover Gas Spring 066780-010 1.2 2 C

Leveling Feet 066766-002 .5 4 D
Door Interlock Switch 057102-001 .4 2 D
MEDIA TRANSPORT
# Supply Cassette Motor 066486-004 .9 2 C
Supply Drive Servo Motor 066023-004 .9 1 C
Supply Positioning Motor 207548-510 .9 1 C
Take-up Cassette Motor 066481-002 1.7 1 C
Take-up Drive Motor 066481-006 1.7 1 C
Outer Platen Assembly 002755-530 1.2 1 C
Supply Drive Roller Assy. C03778-001 .7 3 D
Supply Jam Sensor Assembly 002755-519 .8 1 C
# Supply Media Present Sensor 066721-002 .8 1 C
# Supply Position Sensor 066719-001 .8 2 C
# Take-up Cassette Present Sensor 066393-001 .8 1 C
# Take-up Core Position Sensor 066393-001 .8 1 C
# Take-up Media Present Sensor 066721-002 .8 1 C
* Take-up Cutter Assembly 002755-563 1.91 1 C
* Take-up Drive Assembly 002755-562 1.5 1 C
* Cutter Home Switch 067420-003 .8 1 D
* Flapper Assembly 002755-524 .9 1 C
OPTO-MECHANICAL
# Focus Motor 208844-501 1.39 1 D
# Spot Changer Motor 066774-001 1.39 1 D
# Polarizer Home Sensor 066390-004 .8 1 C
# Spot Changer Home Sensor 066390-004 .8 1 C
# Focus Home Sensor 066390-004 .8 1 C
* Spin Motor Module 002755-555 3.2 1 D
* Spot Generation Module (SGM) 002755-556 2.3 1 D
PUNCH ASSEMBLY
Supply/T-U Punch Motor 207548-510 1.5 2 D
Supply/T-U Punch Sensor 209992-501 .8 2 D
* Supply Bacher Punch (Plate) 002755-597 1.8 1 C
* Supply Stoesser/Bacher Punch 002755-567 1.8 1 C
* Take-up Bacher Punch (Film) 002755-579 1.8 1 C
* Take-up Bacher Punch (Plate) 002755-577 1.8 1 C
* Take-up Stoesser Punch 002755-565 1.8 1 C
SUPPLY CASSETTE
Supply Cassette Assembly 002755-521 1.1 2 C
Left Spindle Assy. (Gear) TBD .8 1 C
Right Spindle Assy. (Bearing) TBD .8 1 C
Spindle Assy. (both) TBD .8 1 C
TAKE-UP CASSETTE
Take-up Cassette Assembly 002755-522 1.4 1 C
VACUUM SYSTEM
# Volt Sensing Relay 067328-001 1.8 1 C
# Solid State Relay 065979-001 .8 1 C
# Vacuum Pump Transformer 067339-001 1.7 1 C
# Vacuum Pump Assembly 209952-501 1.9 1 C
Vacuum Valve Assembly 209968-502 1.2 2 C

KEY
* Changed since last release

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# Parts common in other Avantra products

6.2 SPARE PARTS KITS

No spare parts kits should be needed for the Agfa trained service engineer. All
parts should be ordered on an as needed basis.

6.3 CONCERNS

7.0 FIELD SERVICE SUPPORT GROUPS

The purpose of this section is to outline the role of each group within Field
Service relative to the support of the Avantra 30 Product. The responsibilities
and requirements of each group are defined in their respective sections.

7.1 WORLDWIDE HEADQUARTERS TECHNICAL SUPPORT

Worldwide Headquarters Technical Support acts as the focal point for Field
Service during the development of a new project, and as such is responsible for
coordinating the activities of other Field Service groups as they relate to that
product. The responsibilities of Worldwide Headquarters Technical Support
relating to the Avantra 30 product are as follows:

* Define the maintenance philosophy for the Avantra 30

* Create a schedule for the Avantra 30 project
* Generate a Service Plan
* Perform a Maintainability Analysis
* Test, verify and release diagnostics (when applicable)
* Support Beta sites
* Inform the AGFA Subsidiaries of any changes to spare parts, tools or
Servicing of the Product through an FSB and Post it on OMNI.

7.2 SUBSIDIARY HOTLINE SUPPORT

The Subsidiary Hotline Support will be responsible for providing technical

assistance on the Avantra 30 to both customers and service engineers via the
telephone. The support will include diagnostic, hardware, software/application
and communication assistance. The center will provide support for international
service organizations and dealers.

7.3 HEADQUARTERS SUPPORT TO SUBSIDIARIES

The following individuals comprise the Avantra 30 management team:

Worldwide Headquarters Technical Support

Director - Russ Gern -USA Tel - (508-658-5600) x5192
Fax - (508-694-7750)

Worldwide Headquarters Technical Support

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Manager - MaryAnn Marshall -USA Tel - (508-658-5600) x5116

Fax - (508-694-7750)

Avantra 30 Product Line Team

Manager - Gary Carlson -USA Tel - (508-658-5600) x5823
Fax - (508-694-7750)

Worldwide Training
Manager - Christie OíMalley -USA Tel - (508-658-5600) x5624
Fax - (508-694-7750)

Documentation
Manager - Jackie Kuhn -USA Tel - (508-658-5600) x7273
Fax - (508-694-7750)

The following individuals comprise the Avantra 30 Technical Support team:

Worldwide Headquarters Technical Support

Gary Carlson Tel - (508-658-5600) x5823

Fax - (508-694-7750)

Mike Meile Tel - (508-658-5600) x5279

Fax - (508-694-7750)

Stein Bratland Tel - (508-658-5600) x7249

Fax - (508-694-7750)

Mortsel Support

Marc Degreef Tel - (32-3-444-6131)

Fax - (32-3-444-7677)

Ellie Loosen Tel - (32-3-444-6135)

Fax - (32-3-444-7677)

7.4 DOCUMENTATION & COURSE DEVELOPMENT

The Customer Documentation group will be responsible for preparing the

customer user/application manuals as well as the technical service manuals. The
userís manual shall be written to include a "quick check" customer
troubleshooting guide, application commands, media loading procedures and an
error code listing. The userís manual will be accurate, easy to follow and
comprehensive. Graphics and line art drawings will be used wherever possible
to make the manual more appealing and user friendly. The group will also be
responsible for translating the application manual into the appropriate
languages.

Worldwide Headquarters Technical Support will be responsible for the

technical input needed to write the Avantra 30 Service Manual. The Customer
Documentation group will be responsible for writing, editing and preparing the

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manual for print. The Service Manual shall be written so as to emphasize

troubleshooting and repair techniques, and to support the Field Service training
course.

Both of these documents will be available on multi media via the OMNI CD.

7.5 TECHNICAL TRAINING

The Worldwide Headquarters Technical Support will be responsible for the

preparation and administration of the service engineer training course.

The training class will actually be a two (2) day update class that will be added
on at the end of the Avantra 36/44 update Class. There will be approximately
two (2) Units per training class, with a student to machine ratio not to exceed
3:1. The class will emphasize troubleshooting and repair of the system, along
with, theory of operation, removal and replacement procedures. It will include
both lecture and hands-on lab time for the students.

The level of training will be functional blocks, down to the replaceable

modules. Special emphasis shall be placed on installation and preventive
maintenance procedures.

The Training facility will require early production units in order to begin service
engineer training classes prior to the start of revenue shipments.

Worldwide Headquarters Technical Support may choose to prepare and

administer a CD version of the service training course to meet some of the
training needs. This CD would be designed to replace the need of on-site
service training at headquarters. When offered, this CD would include
unpacking & installation of the Engine/Bridge/OLP, Functional analysis of
Bridge and any other modules that are different from the other Avantra products
and remove & replace procedures on the more commonly replaced components.

Prerequisites: Avantra 20/25 trained

Training Fax: (604)437-9891

8.0 F.S. SUPPORT OF NON-REVENUE SYSTEMS

8.1 FIELD TEST SITES

Worldwide Headquarters Technical Support will install and maintain all U.S.
Avantra 30 Beta Test Site customers for as long as the customer remains on
test site status. Worldwide Headquarters Technical Support is responsible for
routine maintenance in addition to diagnosis and repair of problems on an
emergency basis. After the beta test cycle is complete, local area service will be
responsible for the routine maintenance and servicing of the system.

8.2 SHOWS

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Show support is the responsibility of the local subsidiary field, service. For
shows which occur prior to the start of formal training classes, Worldwide
Headquarters Technical Support will provide the training schedule for field
personnel. In some instances, it will be Worldwide Headquarters Technical
Supports responsibility to set-up and support shows.

8.3 Other

All non-revenue systems other than those specified above will be supported by
Field Service only through the local area service office.

9.0 FIELD SERVICE EQUIPMENT REQUIREMENTS

The following list of equipment will be necessary for Field Service to properly
support the introduction of the Avantra 30 to the field:

F.S. Department Units Required Date

Development Support 1 11/15/95

Applications Lab 1 11/15/95
Beta Site #1 1 12/12/95
Beta Site #2 1 12/20/95
Wilmington Training 1 01/05/96
Mortsel Training 1 01/19/96
Mortsel CTPC 1 01/26/96

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