Pierson Wireless is a proud leader in the Distributed Antenna System (DAS) industry; with a specialized team, and the tools needed to provide all the Monitoring needs for your solution. Pierson Wireless DAS support allows your organization the comfort of knowing that this critical service is always under watch, and qualified support group ready to resolve issues as they occur. Essential business operations are continuously more dependent upon these wireless solutions, making it imperative that your service is both optimal and uninterrupted. We are here to support your services 24 hours a day, 7 days a week. The combination of our reliable solutions and dedicated support from our expert engineering team ensures the delivery of superior service and performance.
Pierson Wireless offers several monitoring packages. Some packages offer monitoring and remote support, other packages include preventative maintenance services. Below is a list of our packaged services.
The Tier 1 Package includes full services on a 24-hour, 7 days per week basis through our remote monitoring capabilities, email and web support, as well as free firmware upgrades.
The Tier 2 Package includes a preventive maintenance service that forecasts and detects system problems immediately through an annual maintenance visit on-site. This Tier also includes full services on a 24-hour, 7 days per week basis through our remote monitoring capabilities, telephone, email and web support, along with free firmware upgrades, and annual performance testing.
The Tier 3 Package includes a preventive maintenance service that forecasts and detects system problems immediately through an annual maintenance visit on-site. Should a problem occur, we have the ability to pinpoint and diagnose the problem immediately and can dispatch a technician to resolve. This Tier also includes full services on a 24-hour, 7 days per week basis through our remote monitoring capabilities, email and web support, along with free firmware upgrades, annual performance testing, and monthly alarm reports.
Network Operations Center (NOC): Remote monitoring services are included in all three of the available Tiers and allows for wireless remote access to be utilized for the duration of the maintenance contract. The remote access feature allows for system management, alarming, and troubleshooting through Pierson Wireless’ custom designed and engineered Network Operations Center. This service functionality ensures that any compromises to your DAS will be detected, communicated and acted upon immediately.
Technician Dispatch: Your chosen Tier of service and the severity of your system failure will determine the response time to your facility. This service will ensure that your system is optimized with the minimal amount of downtime and disruption possible.
Email & Web Support: Each Tier of service includes an email address which reaches out to our qualified technicians for support.
Firmware/Software Upgrades: OEMs occasionally release software and firmware upgrades either to fix product issues or to improve product performance. Any Tier of service you select includes free upgrades through the remote access link for software releases.
Monthly Maintenance Reports: Tier 3 includes a monthly maintenance report which will include any alarms, dispatches, and repairs occurring during this period and the current status.
Annual Maintenance Service Visit: The Tier 2 and 3 contracts include an annual on-site preventive maintenance visit, where a technician will execute a thorough diagnosis of the entire DAS and verify wireless service coverage is optimal throughout the facility.
|Services||Tier 1||Tier 2||Tier 3|
|Max Remote Diagnosis Time||24 hours||8 hours||4 hours|
|Email & Web Support||✔||✔||✔|
|Firmware / Software Upgrades||✔||✔||✔|
|Annual Performance Testing||✔||✔|
|Monthly Alarms/Log Files||✔|
|SERVICE AFFECTING CONDITIONS
(DISPATCH TIME TO CUSTOMER SITE)
|Tier 1||Tier 2||Tier 3|
|Severity 1 (≥50% System Affected)||24 hours||12 hours||8 hours|
|Severity 2 (≤50% System Affected)||48 hours||24 hours||12 hours|