Galaxy Control Systems

Technical Support Overview

By: Dan Gramlich and Jeff Boyle

SUGARNew Call Tracking Tool

• All calls for tech support are tracked by creating a new ticket or by incrementing an existing one

• Galaxy sales and technical staff have access to SUGAR to review tickets

• Improved metrics gives us better insight into the types of calls we are getting

SUGARNew Call Tracking Tool

• The Future of SUGAR– On-Line Ticket Creation • Tickets created through the on-line portal will be

treated like tickets created via telephone• Tickets submitted through the on-line portal during

business hours will be handled on the same business day• Tickets submitted after hours will be handled the

following business day. Requests for emergency after hours support will still be made via telephone

SUGARNew Call Tracking Tool

– Access for Manufacturing Reps– Dealer Access to review their tickets

Some Metrics

• Calls Made during business hours– All tickets created or updated are responded to the

same day – Our day is not done until every one has been called back.

– Average Call Back Time – 12 minutes– Average Call Length – 18 minutes– Avoiding Longer Call Back Times

• Busiest time of day is between 12:30 and 2:30 PM which is also the time techs are taking their lunches

• Asking for specific tech may increase callback times• Request a new ticket for a new problem

Some Metricscontinued

– support@galaxysys.com We will respond to emailed requests by the end of the business day

• After Hours Support– 5PM – 8AM Weekdays, Weekends, and Holidays– 2 Options• Leave Message for Callback the following business day• Emergency Tech Support

– Leave a short message and a good call back number– Expect a call back within 20 minutes

Support Trends

• Moving a Database from one server to another– Time consuming process – 20 minutes using a

remote support session or working with a PC savvy technician

– How To document available• Upgrades– Often accompanies a database move– Maintenance

Support Trendscontinued

• Option Conflicts– System Galaxy has a very powerful feature set. Sometimes the

features can conflict with each other. Please present the big picture when asking for configuration advice.

• REX/Door Contact Changes– Change in Door Contact/Lock Relay Behavior

• Starting with Flash 5.04 (System Galaxy 10.3.1) the lock relay will trigger on a valid unlock regardless of the status of the door contact. This changes the behavior of previous versions where the lock relay would not change state if the controller saw the door contact as open

• The unintended side effect that caused the relay to trigger on REX when the door was unlocked even when the software was set to Shunt has been addressed in the 10.4 Flash

Support Trendscontinued

• ODBC Connection Issues– Secure.gcs problem– ODBC data source corruption

• Disconnects from Event Server/Controller Off-line– Port Scans– Heavy Broadcast traffic on the network segment– Bandwidth issues– IP Address Conflicts– Solution

• VLAN• Small Router as a filter

Support Trendscontinued

• Doors Stop Working – Controller “Locked Up”– Network Issues can cause CPU processor to lock

up– No more than 4 prox readers should share power

with the CPU– Check Diodes and Shield Wires to rule out field

issues– Firmware Mismatch between CPU and attached

boards

Support Trendscontinued

• In Extremely Rare circumstances field repairs do not resolve the problem

– Flash 10.4 may resolves the issue in these cases

• Change in the naming convention of the flash file to match corresponding version of System Galaxy

Thank You!!