Your facility does not take days off, neither does AltasIED On Call. Call tracking and monthly reports provide a continuous service history.
AtlasIED airport communications systems are software intensive, so it is essential to keep your system up to date for proper operation. AtlasIED On Call periodically upgrades software and repairs hardware quickly without additional cost.
Should it be determined, by AtlasIED Support Services, that emergency service is necessary, AtlasIED Support Services will either partner with an AtlasIED Certified technical services provider, or endeavor to place an AtlasIED technician on site ASAP (within 24 hours domestically and 72-96 hours internationally).
The ability to deliver excellent support depends on trained personnel who are prepared for day-to-day operations and can identify problems if they occur. AtlasIED On Call maintains the necessary skills with annual factory training to ensure personnel have a thorough understanding of the system and the latest troubleshooting techniques.
Essential system components can be pre-positioned at or near your facility to provide an added layer of security in the event of a failure.
Network servers, workstations, other computer hardware, and displays are subject to failure after several years of continuous operation. To minimize this problem, these components are automatically replaced on an established schedule.*
If a system component fails, and a local spare part is not available, AtlasIED Support Services will ship an advanced hardware replacement, overnight if necessary. No waiting for a unit to be repaired or purchasing a new unit to get the system up and running.
Keeping everyone informed is a key to your AtlasIED system’s health and ongoing welfare. AtlasIED On Call documents and catalogs all system health reports in an effort to track and monitor long term system trends and operation. On-Site systems surveys can detect potential faults before they become serious problems. Annual on-site inspections from AtlasIED On Call will give you peace of mind that your communication system is operating in the best possible manner.
Up to date messages, whether delivering customer information or the latest security procedures are essential. AtlasIED Support Services provides access to an extensive PRDP message library of professionally recorded messages (NSA / TSA / Homeland security / other) that can be uploaded directly into the system. Fee-based custom recorded messages are available upon request.
Many factors will be considered, including: age of the installation, current condition of the system(s), historical service experience both by IED and the contractor, and in some cases the requirements of an RFP from the end users.
This will vary depending on the contractor/ end user relationship, and the role the contractors desire to play.
Research has shown that most end users prefer a fixed cost over time and materials for ease of budgeting (no T&M surprises), and additionally, they place significant value on preventive features (scheduled replacement of servers, hard drives and processors, annual visits, spare parts, required recurring training, and extended hardware and software warranty) that provide proactive prevention rather than reactive measures. Many end users have similar agreements on Fire Alarm, Security and other critical systems. Also AtlasIED must have resources to provide service technicians who are ready and able to respond 24/7/365.