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Overview

Nova Measuring Instruments produces monitoring, measurement, and process control systems for the semiconductor industry, and provides implementation, yield, metrology, and maintenance services for these systems. Comprised of professional and experienced Metrology Engineers, Fab Integration Engineers, and Equipment Engineers, Nova’s team brings an in-depth understanding of Nova's products and the semiconductor process to all their solutions.

Nova’s team is always on hand to guide you towards your goal of achieving and maintaining high-quality yields. Providing support throughout every step of a product’s development life cycle, Nova Global Services are available to all Nova customers and partners through Nova’s Global Professional Service programs.

From concept design, through the evaluation stage, from tool implementation and application development, through support for yield enhancement and special metrology requirements—Nova’s team of experts is always there for you, supporting your success every step of the way.

Explore interactive diagram below to find out more about our service offering.

Global Evaluation Global Implementationand Maintenance Global Yieldand Metrology Management Global Post Warranty Services Global Knowledge Management Global Logisticsand Administration Global Desk Management

Evaluation

The first step towards success, when launching a new Fab or product in a Fab, is to perform an in-depth evaluation of the product’s design. Choosing the correct methodology concept is imperative to guaranteeing the ultimate success of the product line.

Nova’s Desk Management team takes an active role in ensuring a smooth and successful evaluation of the product. Focusing on customer needs, the Desk Management team coordinates internal and external resources, ensuring that the customer’s SOW is aligned with Product Development and Product Marketing activities. During the Evaluation process, the responsible team member will ensure the quality of the tool provided for evaluation and will follow up with all relevant Nova departments to ensure that the results received during the evaluation process will satisfactorily meet customer requirements.

Implementation and Maintenance

Following a successful evaluation, the Nova Global Services team will work with you to ensure that the tool is integrated into your Fab smoothly and seamlessly.

From day 1 of the tool in Fab, Nova’s team works to provide full project management, installation, and calibration services, as well as preventive maintenance and life cycle support.

Equipped with the latest state-of-the-art tools and expertise, Nova provides multi-tier support ensuring that knowledge is transferred across the organization, enabling “follow-the-sun” support.

Professional Metrology Support

Building upon years of practical experience, Nova’s professional Metrology Engineers are equipped to provide full metrology support. The team offers tool adjustments, application development, and recipe-tuning services. Following a tool’s initial integration into the Fab, this team will help you make the necessary adjustments to increase your product’s quality.

Post Warranty Services

During the post-warranty period, Nova offers customers a wide variety of maintenance service packages so that they can choose the package that best meets their needs. These packages span a full range of services starting with basic maintenance services up to value-added packages CIP developed to extend the life and yield of your tools.

Nova offers the following types of post-warranty services:

  • On Call Service
    On call service is provided to customers who do not currently possess a Nova service agreement. Response time is limited to when the first engineer is available and only during business hours. Nova does not commit to timely support or timely parts delivery. Charges for on call services are according to Nova's service price list.

    In addition, it is possible to purchase the following services:

    • Parts
    • Preventive Maintenance
    • Training
    • Software Updates
    • Machine Audits
    • Applications Development
    • Refurbishments
  • Preventive Maintenance (PM)
    PM Service will be provided upon customer request, and the PM procedure will be carried out according to Nova's PM timetable.

    The PM Service Package includes:

    • Free auditing, one month prior to PM service
    • 9 x 5 (9 hours, 5 days a week) during business days
    • A total of one PM per year or as otherwise stated in the service purchase order
    • Parts must be purchased separately

    In addition, it is possible to purchase the following services (charges to be negotiated between the customer and Nova’s representative):

    • Labor
    • Parts
    • Training
    • Software Updates
    • Machine Audits
    • Applications Development
    • Refurbishments
  • Standard Support Package
    The Standard Support Package includes full support during normal business hours
    • 9 x 5 (9 hours, 5 days a week) availability of Maintenance services during business hours
    • 9 x 5 (9 hours, 5 days a week) Response Center support during business hours
    • Telephone support
    • Email support

    In addition, it is possible to purchase the following services (charges to be negotiated between the customer and Nova's representative):

    • Parts
    • Preventive Maintenance
    • Training
    • Software Updates
    • Machine Audits
    • Applications Development
    • Refurbishments
  • Premium Support Package
    The Premium Support Package includes full 24/7 (24 hours, 7 days a week) Maintenance Service support (includes PM services)
    • 24/7 Response center support
    • 24/7 round-the-clock (24 hours, 7 days a week) availability of Maintenance Services
    • Free software updates, once-a-year, for release versions only
    • Telephone support
    • Email support
    • Parts
    • Machine audits
    • Preventive Maintenance
    • Training
    • Application development (two visits a year)

Knowledge Management

High-level training programs and timely technical information updates provide Nova customers and partners with the knowledge and expertise they require to successfully operate Nova products.

Nova offers a wide variety of training programs, at a number of different levels of expertise, for various product lines and tasks. Nova also offers customer training for maintenance and first line support.

Customers are periodically notified of documentation and technical information updates that include Nova’s latest guidelines, procedures, and tips.

At Nova, we believe in enhancing performance through knowledge. Our training programs and information updates are an additional channel through which we continue to support your success.

Logistics and Administration

Nova’s established worldwide presence ensures that consumables and spare parts are always available when you need them. Sophisticated inventory planning and spare parts ordering processes are in place to ensure that your systems continue to run smoothly with minimal interruptions.

Productivity upgrade packages are also available to help you maximize revenues by leveraging your current fleet of Nova systems.

If you would like to request a specific part, please click here . For more information about our Productivity upgrade packages please click here or contact us at XXX.

Desk Management

Nova’s Desk Management team provides an extra layer of support for strategic customers. The Service Desk Manager will oversee these customers' needs and requirements to ensure they receive appropriate assistance. The Desk Manager is responsible for managing all procedures related to identifying and prioritizing problems, leading to the prompt resolution of customer requests. This includes the monitoring, tracking and coordination of Nova’s activities. When necessary, the Service Desk Manager will provide hands-on support, in person, to help speed up the resolution of a problem.

The Desk Manager will accompany a product launch, starting from the evaluation stage, until the product is handed over to the local service team. The Desk Manager acts as the customer’s representative within Nova, ensuring that Customer Service Level agreements are enforced.

Analyzing the performance of service desk activities, identifying problem areas, making sure that resolutions are properly documented and delivered to the customer—are merely a few of the tasks carried out by the Desk Manager to ensure that quality service is always provided, and that future issues are avoided.

 
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