Galaxy Control Systems
Technical Support Overview
By: Dan Gramlich and Jeff Boyle
SUGAR
New 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
SUGAR
New 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
SUGAR
New 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 Metrics
continued
– 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 Trends
continued
• 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 Trends
continued
• ODBC Connection Issues
– Secure.gcs problem
– ODBC data source corruption
• Disconnects from Event Server/Controller Off-line
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Port Scans
Heavy Broadcast traffic on the network segment
Bandwidth issues
IP Address Conflicts
Solution
• VLAN
• Small Router as a filter
Support Trends
continued
• 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 Trends
continued
• 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!!