OUR SUPPORT SERVICES SET US APART
On-demand and dedicated technical support is globally available 24/7. With instant connection to expert technical specialists, the 24/7 Customer Support Desk responds to and addresses technical issues as they arise to ensure the highest availability of radar data.
Four Levels of Support
- 1 Technical Specialist
- 2 Service Manager
- 3 Reliability Team
- 4 Product Development Team
Issues are automatically escalated through four hierarchical levels of support. This process ensures any issue is resolved as quickly and effectively as possible.
80% of all issues and concerns are resolved at Level 1 (Technical Specialist), with 95% of all issues resolved once escalated to Level 2 (Service Manager).
Once a support request is logged, our system automatically generates tickets, enabling customers to track the progress of the request in real-time, comment on live tickets and rate our service.
In addition to our four levels of support, in times of an emergency on-site, our Geotechnical Support Services team is positioned to assist. The highly-experienced team of Geotechnical Engineers can be in close phone and online contact with site-based staff throughout the duration of the emergency, assisting with any concerns they have over the stability of their slope with comprehensive technical support.
All of GroundProbe’s products are supported by either a Standard or Complete Care Plan. Delivering value to our customers, the Care Plans are designed to maximise the reliability and availability of our monitoring systems; and cover a wide range of support and engineering services.
Geotechnical Support Services (GSS)
GroundProbe’s Geotechnical Support Services (GSS) unit is a world-class global support network that assists our customers with effective slope stability and underground risk management through comprehensive technical support.
From training & reporting, to full-service remote monitoring, our GSS team can assist our customers with many aspects of geotechnical control.