This article goes over the differences between the Density Monitoring and Support Model and the Custom Monitoring, Local Troubleshooting, & Break/Fix Support
Please note: Density’s support team is available via email, phone, and online chat Monday - Friday 9am - 8pm ET
Density Monitoring and Support Model
Density’s Support team provides monitoring and remote support for troubleshooting. We partner with a centralized program owner who can coordinate onsite support and liaise with IT and Facilities to help investigate and resolve any issues that may arise.
Custom Monitoring, Local Troubleshooting, & Break/Fix Support
In the course of normal use, local support for sensor power, connectivity, and overall performance (e.g. smudged lens, newly introduced obstruction, etc.) may be required. This model engages a trusted partner to support and streamline the following activities.
Monitoring:
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Density Monitoring |
Customized Monitoring |
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Density proactively monitors sensor performance to confirm sensors are online and receiving sufficient power
Timely alerts through Density’s email notification process and sensor status dashboarding |
Basic monitoring can be achieved through Density’s email notification process and sensor status dashboarding
For customized monitoring, we recommend using the Density API to pull sensor status into your other monitoring platforms |
Troubleshooting:
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Density Troubleshooting |
Onsite Troubleshooting |
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Troubleshooting instructions are included in email notifications and through Density’s help center
Offline sensors will require an onsite contact and may require access to switches and network settings
Density will partner with the customer’s IT team for advanced troubleshooting
Density support is available via email, phone, and chat Monday - Friday, 9 am - 8 pm EST |
Local investigation of issues by a technician
Technicians will have a deep knowledge of customer’s IT teams and infrastructure for faster escalation and issue resolution |
Swapping / Physical Environment Adjustment:
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Customer Owned Swapping/Physical Environment Adjustment |
Onsite Swapping/Physical Environment Adjustment |
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Onsite contact will be needed for any physical sensor investigations or adjustments (wipe down, move obstruction, reset sensor, swap sensors, etc.)
Density Support will help identify and process RMA sensors in partnership with onsite contacts |
Onsite support for sensor adjustment (wipe down, move obstruction, reset sensor, etc.)
Onsite support to RMA sensors and swap/install new sensors |