CTC Connect Start-Up and Troubleshooting Services
WIRELESS START-UP SERVICES
Accelerate deployment and ensure your CTC Connect system is configured correctly from day one. CTC Connect Support Engineers provide expert remote or on-site assistance for gateway commissioning, sensor configuration, network connectivity, and third-party integrations.
Start-up services may include:
Gateway Connection
To cellular, Wi-Fi, Ethernet, or satellite networks
Sensor Provisioning & Configuration
Within the CTC Connect platform
Sensor Group and Assets
Organization and configuration
MQTT, WebSocket, API, and Modbus
Integration support
Configuration of External Servers or Cloud Platforms
For data storage and visualization
System Validation
And connectivity verification
START-UP SERVICE OPTIONS
Virtual Start-Up
Half Day (4 Hours)
Full Day (8 Hours)
On-Site Start-Up
1.5 Days
(Minimum Engagement)
2 Days
3 Days
4 Days
5 Days
Included On-Site Support Benefit
All on-site start-up services include one year of complimentary virtual troubleshooting support for the gateways and sensors commissioned during the engagement.
This support applies only to products installed and configured with a CTC Connect Support Engineer present. Additional equipment installed after the engagement will not be covered under the complimentary support period.
TROUBLESHOOTING SERVICES
When network, connectivity, integration, or system performance issues arise, the CTC Connect Support Team is available to quickly diagnose and resolve problems.
Troubleshooting support includes:
Gateway Connectivity Issues
Communication Problems
Cellular, Wi-Fi, Ethernet, or satellite
Integration Troubleshooting
MQTT, WebSocket, API, and Modbus TCP
Sensor Communication
And configuration issues
Data Flow and Server
Connectivity validation
System Performance Diagnostics
And best practice recommendations
TROUBLESHOOTING FAIR BILLING POLICY
Troubleshooting services are billed only when the issue is determined to be external to CTC products. If the root cause is found to be a defect in CTC hardware, firmware, or software, troubleshooting time associated with identifying that issue will not be billed.
START-UP AND TROUBLESHOOTING SERVICES
To ensure our team can accurately assess your issue and provide the appropriate level of support, customers must first complete the CTC Technical Support Form:
Once the questionnaire is reviewed, CTC will provide a customized troubleshooting quote based on the complexity of the issue and expected level of effort.
