24/7 Customer Support Desk
The 24/7 Customer Support Desk service supports technical, mechanical, robotic, communications, software, firmware and electronic questions or issues that our customers might have. It also provides a guaranteed point of contact for any technical faults that require immediate assistance.
Four Levels of Support
- 1 Technical Specialist
- 2 Service Manager
- 3 Reliability Team
- 4 Product Development Team
The system automates the internal escalation process, making us more effective at directing resources effectively. As and when required, issues are escalated from the Technical Specialist through to a Service Manager on the operational support level. If a greater level of engineering assistance is required, the case will be accelerated through to the reliability engineering team, and when needed, furthered to the product development team, ensuring that customer concerns are always met.
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. Upon deployment, customers receive on-site product familiarity training, and for the life of the asset receive access to GP-Training; an online hub of technical manuals, training materials and documentation.
In addition to accessing on-demand technical support via the 24/7 Customer Support Desk, our Care Plans also ensure customers have access to the secure backing up of radar data, the availability of free data restore, annual firmware and software licences and the periodic deployment of software releases with new features and improvements.
Furthermore, customers are welcome to participate in our product innovation programme and our software testing and feedback programme.
An extension of Standard Care, the Complete Care Plan delivers even greater value to our customers, with the provision of spare parts as required for the continued operation of our radar systems, the rotation of electronics components for replacement or repair, and the labour expenses associated with regular medium-term maintenance covered by GroundProbe. Furthermore, Complete Care customers receive access to our data aggregation software, MonitorIQ.
Geotechnical Support Services
GSS is a world class global support network that assists our customers with effective slope stability and underground risk management through comprehensive technical support. Made up of 70 Geotechnical Engineers, GSS is one the largest assembled teams of geotechnical mining professionals in the world.
GroundProbe’s Geotechnical Support Services covers a range of distinct services including on-site hardware and software training, report generating, as well as on-site and remote monitoring by experienced geotechnical engineers.