GroundProbe runs a comprehensive proactive support program to increase the uptime of our systems and ensure less hassle for our customers. It forms an integral part of our industry-leading reliability engineering program.
The program is a dedicated, separately-resourced support service, staffed by committed officers fully equipped with the skills and training required to perform this important service.
They are tasked with predicting, identifying and addressing technical issues before they become a problem. Using advanced data analytics, they proactively seek and rectify issues across our fleet.
For our customers, it means increased system uptime and decreased reactive maintenance.
In 2020 alone, our Proactive Support Desk predicted and proactively resolved over 250 issues before they become a problem. With their assistance, we achieved 98.9% reliability and 98.9% data availability across our entire fleet of radars, and celebrated a global mean time between breakdowns of over 16 months.
KEY BENEFITS OF OUR PROACTIVE SUPPORT PROGRAM:
Proactive Health Checks:
By reviewing diagnostic data, our technicians can ensure customer systems are always in good health, allowing maximum uptime and reliability as well as planning for preventative maintenance. They conduct a range of checks, such as azimuth health, elevation current, battery health and SSR control errors.
Proactive Support checks are all performed remotely without interruption to your 24/7 monitoring. By diagnosing and often solving issues remotely, local maintenance visits and associated hassle is reduced.
When a potential issue is raised, preventative maintenance can be planned for and carried out as part of a scheduled visit, reducing the risk of system breakdowns and the need for reactive maintenance.
Identification of Trends:
Our Proactive Support Desk identifies issues and correlates trends from the data collected. Preventative actions can then be prescribed across the entire fleet.
The Proactive Support Desk is enabled through WebUpload. WebUpload is a utility program used in conjunction with our industry-leading software. It’s what allows our Proactive Support Desk, Customer Support Desk and Geotechnical Engineers to view radar data and diagnostics, and in doing so, provide remote support that maximises the value of your asset. We encourage all our customers to activate WebUpload, for increased levels of support.