catHealth: Remote Diagnostics and Maintenance Service
Surveillance systems must be proactively monitored to ensure continuous and efficient technical operation. Without technical monitoring, system users typically only discover that a system, camera or hard drive is faulty when an important incident occurs, and they attempt to view non-existent recordings.
catHealth is a remote diagnostic and maintenance service that automatically monitors the technical health of an unlimited number of globally-distributed remote Digital Surveillance Systems, reporting system anomalies to a centralised monitoring team, and (optionally) to local DSS users.
The monitoring team comprises two elements:
1) A Technical Support element addresses technical faults at the systems-integrator level
2) An Expert Design element addresses technical faults at the engineering level
Features
- Proactive preventive maintenance
- Customisable technical alarms
- Automatic flagging of anomalies
- Scheduled reports
- Custom reports
- Health-monitoring does not interrupt surveillance
- Technical problem-notification by email, SMS, user interface
- Responsive Support Desk for communication via email, phone, text message and Skype
- Formal tracking and management of each technical issue
Benefits
- Reliability! Maximised “up-time” for monitored systems results in a significantly more reliable surveillance solution.
- Reduced costs, due to a) prevention being cheaper than cure, b) fewer maintenance personnel, c) less need for local maintenance expertise translates to less initial, refresher and update technical training, d) the service reduces the monitoring, diagnostics and maintenance burden on regional system-integrators
- Rapid notification of system, hardware, software, power, and other failures
- The service pro-actively evaluates potential threats and provides early warnings (e.g. notification that a hard drive may soon fail)
- The most qualified DSS engineers and technicians in the world monitor and maintain your DSS systems’ technical health
- Monitoring is non-intrusive. It does not affect surveillance functions, and users only know about it when they receive communication of a potential problem.
- Once an issue is identified, it is formalised as a “case”, and managed until resolution. An audit trail encourages accountability by all parties, and difficult issues are escalated to higher levels of expertise. It is difficult for any party to deny responsibility or to let an issue drag on unresolved.
- catHealth is a powerful additional sales feature and an invaluable tool in the drive for ever-improved customer service.
Email-based Cathexis Support Desk
Support Desk incoming email is viewed by an email "support group" that includes support technicians, sales, hardware engineering, software engineering, integration engineering, training, documentation, and management personnel.
By emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it. , rather than an individual, your technical problem it has the best chance of being resolved quickly, managerial attention for further action, if required, and is registered and stored in the support database, so it has a formal audit trail.
