In August 2008, ADS enhanced its Customer Service and Support by implementing a new service feature: ADS Alert, secure remote monitoring.
ADS Alert is a value-added service bundled with new equipment purchases and ADS maintenance agreements.
It provides remote system monitoring and employs remote diagnostics and service to maximize availability. ADS Alert and ADS technical support combine to reduce, or even eliminate, downtime in mission-critical applications.
System alerts are automatically generated by the recorder and sent to the ADS Help Desk in the event of a system incident or failure. Alerts are also sent to the customer’s assigned field engineer’s smart phone.
When the ADS Help Desk in Louisville, Kentucky is notified, alert messages are received and responded to by a Technical Support Analyst (TSA) according to the following process:
• The TSA reviews the error message and accesses the system to resolve the issue. System incidents are typically diagnosed and resolved without customer intervention, or even their knowledge of an incident.
• The TSA will open a service call and contact the FE if the incident requires escalation and/or onsite support.
Call us to discuss support options such as a Maintenance Contracts and ADS Alert, or for a quotation on new equipment. Call (502) 253-0134, or email [email protected]