LVT is excited to announce 24/7 systems support. Launched October 1, LVT has dedicated resources solely to keeping Live Units up and running. Previously, the support team ran from 6:00am–6:00pm Mountain Time. This schedule meant that if a unit went down at 6:30pm, it wouldn’t be addressed until the following morning. But crime and unwanted behavior don’t wait until morning—so we knew we had to make a change.We reorganized our support teams to include customer, technician, and 24/7 support. Each team is responsible for keeping Live Units running for our customers, but each has their own responsibilities.
The 24/7 support team is responsible for keeping Live Units up, but their work is done remotely from our office here in Utah. They monitor the health of deployed units and work to resolve issues when there is a problem.
When a Live Unit experiences health issues or unexpectedly goes offline, our team receives an automatic alert within minutes. They immediately begin to diagnose the problem by following a set of procedures. As they work through the runbook, or our “how-to guide,” issues will fall into one of two areas—ones that can be resolved or ones that will be escalated.
Many problems can be resolved remotely, including software restarts, resetting components and settings, or even reassigning the unit to a different cell signal. The 24/7 support team handles these and will get Live Units operational again in minutes, often before the customer knows something is wrong.
Issues get escalated when they can’t be resolved remotely and require a technician to repair. When it is determined that a technician will be required, they are dispatched and use the diagnosis report from the support team. The report helps speed up the repair process and avoids duplicating work.
24/7 Support Vs. Customer Support and Technician Support
24/7 support is different from customer support and technician support. Our 24/7 team is responsible for monitoring the health of Live Units around the clock. Our customer service team is available from 6:00am–6:00pm Mountain Time to answer questions, resolve issues with accounts, to receive reports of issues we can’t detect remotely, and more. Technician support is responsible for helping certified LVT technicians across the country. They help them resolve problems by providing parts and other support needed to repair Live Units.
Refining the Process for Better Service
The goal of 24/7 is to keep LVT Units up and running. We pride ourselves on excellent service and want to provide the best outcome for our clients. To do that, Live Units have to function properly. Launching 24/7 support is a big step in providing better service. But we won’t stop there. As our team gains more experience, we will continue to refine our processes and reduce the time it takes from diagnosis to resolution.
If you want to know more about how we support you or have questions about your Live Units, give us a call. If you’re interested in learning more about LVT, our product, and our company, fill out this form.