Smarter systems are smarter investments."
Human Circuit is a technology–driven, vital media integration firm with engineering at its core. We approach things differently because we believe that smarter systems are smarter investments. We start with analysis from a business and enterprise perspective to find out what you need, we design your solution and lay out the plan for implementation but we don’t stop there. As an organization, we understand that operational support is essential and must be as sophisticated and dynamic as the solutions we develop. That’s why we offer customizable support programs designed to ensure the long–term health of your integrated system and your investment.
Preemptive action eliminates a reactive response."
Support is about protecting your system. It's also about saving valuable time and conserving resources if a failure occurs. Our skilled engineers will work to develop an understanding of your requirements and to build a tailored support package to meet them. We offer comprehensive and versatile protection programs from standard repairs and preventive maintenance contracts to state–of–the–art remote monitoring and diagnostics.
System Support Options
Network Operations Center (NOC)
The NOC enables our engineers to remotely monitor enterprise video systems from our headquarters in Gaithersburg, Maryland. Our monitoring configuration includes software installed on a Human Circuit–supplied server at the client's site(s). The system adheres to strict network security protocols and is accessible via a Web interface with privileges bound to the client's own directory system. Alerts and data are sent to the Human Circuit NOC via email using the client’s own secure mail server, ensuring that data transfer can be monitored or audited by the client if necessary. If the client does not have an internal email server, Human Circuit’s local monitoring server can be configured to act as such. No inbound access to your network is required for our monitoring process to operate.
Remote Support Using VPN Access
Our support staff is equipped with tools that allow us to provide support anytime from anywhere. VPN connectivity allows our engineers to perform remote troubleshooting, determine the cause of a problem and begin the resolution process. We can remotely rebuild a server, verify that fail–over mechanisms have responded properly and transfer operations to a redundant system if necessary. We take all the steps needed to keep your workflow operational until the defective equipment is repaired or replaced.
Preventive Maintenance
Reducing the possibility of equipment failure and production downtime is integral to ensuring system reliability and sustaining day–to–day business objectives. Our preventive maintenance option includes regularly scheduled visits to the client’s site to evaluate equipment and perform preventive measures that will maintain optimal operation.
Support Portal and Web–based Ticketing System
The support portal includes an advanced ticketing system that provides:
Any new ticket, status change, data entry or file upload will automatically send an email notification to all Human Circuit support staff and designated client team members. This system of information distribution streamlines the notification and tracking process and eliminates unnecessary emails and phone calls. It can assign users to multiple defined locations and segregate the portal notifications accordingly. Files can be uploaded to a ticket by simply dragging them from the user’s desktop to the ticket’s drop box; these files can then be downloaded by other users with a single click. A simple, easy–to–use interface provides access to all the essential data with just a few clicks.
* Support agreements with the 24/7/365/1 hr. response time option are necessary for this service.
Field Engineering Support
Our highly skilled Field Engineering Team is dispatched from the Human Circuit Support Center and can troubleshoot systematic issues, isolate defective equipment and perform repairs in the field. They collaborate with our Design, Application and Service Engineers and equipment manufacturers to resolve issues. To keep up with technical advancements in our industry, all of our engineers receive ongoing training in all fields of enterprise video, audio and information technology.
Warranty Support
Human Circuit will facilitate manufacturers’ warranties, advanced replacements and loaner programs for all covered equipment. This includes removal, shipping, tracking, interacting with the manufacturer and reinstallation of the equipment. This coverage remains in effect for the life of the manufacturer’s warranty within the terms of the support agreement.