Support Tickets Lessons Learned

Support Tickets Lessons Learned

Insights From a Lifetime of Timing Support

As a service company, part of our daily rutine is to provide technical expertise to our customers. We have seen coming across a variety of troubles. Research and analysis of support tickets have unveiled why timing support is critical. There are two primary culprits behind system failures: power loss and timing loss. Of these, timing loss stands out as the more manageable and predictable challenge.  

Syncworks is a nationwide reseller of Microchip timing platforms – new and legacy. The depth and breadth of the timing support tickets our team resolves in a year probably represent a lifetime of alarms that the average NOC engineer will see. The timing platforms range from the latest Microchip TimeProvider® 4100, SSU 2000, legacy TimeProvider® models 5000, 1100, 1000, and legacy brands now owned by Microchip including Microsemi, Symmetricom, Telecom Solutions, Datum, Larus.

In the dynamic landscape of modern technology, where every nanosecond counts, the reliability and precision of network timing equipment are paramount. In financial transactions, telecommunications and critical infrastructure, accurate timing synchronization ensures seamless operations and optimal performance. However, the significance of having robust support for network timing equipment often gets overlooked. In this blog post, we delve into why having dependable support for your network timing equipment is crucial.

Must Have Benefits of SyncCare Timing Support

24/7 Technical Support
Identifying a reliable escalation point is a common challenge in addressing timing failures. With various types of equipment, finding timely support can be difficult. Syncworks, with over 20 years of experience, specializes in timing expertise. Our team acts as a bridge between customers and manufacturers, having worked closely with timing manufacturers to enhance our knowledge. We offer around-the-clock support for both legacy and current timing equipment to share our expertise across the industry.

Maintaining Reliability
As timing systems age, replacement cards are often found via non-certified rellers . These cards often are delivered on outdated software, replacing these cards in a unit, especially in large BITS clocks, can cause software mismatches. These mismatches can cause significant problems on a shelf, where different cards fail or toss alarms that originally did not have a problem.

Ensuring Precision and Accuracy:
In sectors such as finance, telecommunications, and broadcasting, even the slightest deviation in timing can have significant consequences. Network timing equipment must maintain precise synchronization across distributed systems to ensure seamless data transmission and processing.

Network Audits
A valuable part of support is network audits, timing involves complex equipment, knowing when to upgrade and what units are at risk of failure is sometimes hard to determine. With Syncworks, regular timing audits are available and can help with network evolution and risk mitigation.

Facilitating Seamless Upgrades and Maintenance
Technology is constantly evolving, with new advancements and updates emerging regularly. Having the latest software on any timing equipment is strongly recommended, this proactive approach will ensure that when something fails, a replacement can easily be integrated with little to no overall performance issues. A reliable support team can assist in evaluating new technologies, planning upgrades, and executing maintenance tasks with minimal disruption to operations.

Resilient Timing for 5G

Additional Benefits of Network Timing Support

Enabling Proactive Monitoring and Troubleshooting
In an age where downtime is costly and customer expectations are high, proactive monitoring and troubleshooting are essential for maintaining the health and performance of network infrastructure. A dedicated support team can utilize timing network audits to accurately see potential fail points in any timing system, whether it be outdated oscillators, outdated software or a lack of hardware redundancy.

Legacy Support
Legacy timing equipment is often overlooked, until a problem arises. Once a failure occurs, parts are typically hard to find, and the people who knew how to trouble shoot these devices have retired. Having a timing provider that can offer support on legacy equipment is essential.

Loaner Support
When a timing emergency occurs, companies have a small window of time to solve a problem, this often causes emergency funds to be distributed. Sometimes these funds are not easily allocated, especially for small companies, having a timing provider that offers loaner support can be a lifesaver. Syncworks will ship a card or unit, which will allow the emergency to be properly diagnosed and solved without the stress of locating funds or prolonged interrupted services.

In conclusion, the importance of having robust support for network timing equipment cannot be overstated. From maintaining reliability and accuracy to ensuring compliance with regulatory standards and mitigating security risks, reliable support is essential for the seamless operation of communication networks. By investing in dependable support services, organizations can optimize performance, enhance security, and future-proof their infrastructure in an increasingly interconnected world.

Joshua Sherrill

Joshua Sherrill

Applications Engineer, Syncworks

IWCE Trade Show FAQs

IWCE Trade Show FAQs

About the International Wireless Communications Expo – IWCE Trade Show

For more than four decades, the International Wireless Communications Expo (IWCE) has stood as the preeminent event for critical communications in North America. Serving as the nexus for professionals in critical communications technology, IWCE provides a unique platform for assessment, learning, and networking with key figures in the industry. Their primary objective is to unite the Critical Communications community by fostering education, facilitating networking opportunities, and delivering insights that empower professionals to harness emerging technologies. Through these initiatives, their aim is to contribute to the development of a safer, more efficient, and highly interconnected world. Syncworks supports these efforts and joins the community by being actively engaged with the speakers and exhibitors at the IWCE trade show.

IWCE 2025’s conference program will cover topics such as:

  • First Responders
  • Government & Enterprise
  • School & Campus Safety (NEW for 2025!)
  • Transportation & Logistics
  • Utilities

Check this out for more information on the speakers for this year including detailed bios you won’t find anywhere else.

IWCE Conference FAQs

Hitting the Jackpot: Your Guide to IWCE 2025 in Vegas. 🎰

Ready to roll the dice on the biggest wireless communications event of the year? IWCE 2025 is coming to the Entertainment Capital of the World from March 17-20, 2025. Let’s get you up to speed on everything you need to know.

Where’s the Action?
They’re taking over the North Hall at the Las Vegas Convention Center (3150 Paradise Rd). And yes, it’s actually on Paradise Road – how fitting!

Show Floor Showtime!
Mark your calendars for our main event – the exhibit hall will be buzzing:
– Wednesday, March 19: 10 AM – 5 PM
– Thursday, March 20: 10 AM – 4 PM

Your Royal Flush of Planning Resources
Need to stay connected? Download the “Informa Tech Events” app from your favorite app store. Sign in with your registration email, and voilà – you’ve got the whole show in your pocket! (Just note that the 2025 content won’t hit the app until March 2025, so don’t panic if you don’t see it right away!)

Sweet Dreams Are Made of These
Don’t gamble with your hotel booking! Our friends at Convention Housing Partners (CHP) have dealt you a winning hand with sweet deals on room rates. Check out our Hotels page for the full scoop on discounted stays.

Fuel for the Floor
Worried about keeping your energy up? The Convention Center’s got you covered with plenty of food options right in the exhibit hall. No need to venture far from the action!

Rolling in Style
Need some wheels? Our friends at Scootaround have got your back with wheelchair and scooter rentals. Give them a ring at 1-888-441-7575 or visit scootaround.com/en to cruise the show floor in comfort.

Attendee FAQs

Why Vegas? Why IWCE? Why Not!

First things first – mark your calendars for March 17-20, 2025! They’re rolling out the red carpet at the Las Vegas Convention Center’s North Hall, with the exhibit hall open March 19-20. (Yes, we mentioned this before, but it’s worth repeating – it’s kind of a big deal!)

Why IWCE Is Your Can’t-Miss Tech Party of 2025
Picture this: The entire critical communications world under one roof. It’s like the ultimate tech reunion where:
– You’ll rub shoulders with the brightest minds in the industry
– Get your hands on the latest gadgets before anyone else
– Level up your knowledge with sessions led by industry rockstars
– Help shape a safer, more connected world (while having a blast!)

Who’ll You Meet? Everyone!
We’re talking folks from:
– Government and military (the people keeping our nation ticking)
– Public safety heroes
– Utility wizards
– Transportation gurus
– Business enterprise moguls

Getting Past the Velvet Rope (Visa Details)
Need a visa to join the party? We’ve got you covered! Here’s the deal:
1. Register for IWCE 2025 first
2. Look for the invitation letter request option in your registration process
3. Click that “Register” button up top, and get the paperwork rolling

Age Requirements (Keep the Kids at Home!)
Here’s the straight scoop – IWCE is strictly an 18+ event. No exceptions, no infants, no strollers. Think of it as Vegas’s professional version of “what happens at IWCE stays at IWCE!”

Exhibitor FAQs

Ready to Make Your Mark at IWCE 2025? 🌟

Grab Your Spot on the Show Floor!
Want in on the action? We’ve got two awesome sales pros ready to hook you up with the perfect booth:
– For Companies A-E: The amazing Tad Munroe is your guy! 📞 470-462-7089 or tad.munroe@informa.com
– For Companies F-Z: The fantastic Kellie Sellers has you covered! 📞 470-586-1110 or kellie.sellers@informa.com

But don’t wait too long – booths are flying off the shelf faster than Vegas buffet tickets! (First-come, first-served, folks!)

What’s Included in Your Standard Booth Package? 💫
Talk about hitting the jackpot! Every 10′ x 10′ booth comes loaded with:
– Your own VIP space (8′ high back drape, 3′ side drapes – very swanky!)
– 5 exclusive exhibitor badges (your all-access passes to the show)
– FREE guest passes to share with your VIP clients and hot prospects
– Your company name in lights (okay, in print) on all exhibitor lists
– Prime online real estate with your company info, link, and 30-word spotlight
– Mobile app presence (because who isn’t on their phone these days?)
– The ultimate planning bible (aka Exhibitor Service Kit)
– Marketing goodies (logos, banners, and pro tips to boost your presence)
– Sweet deals on conference passes

What’s Not in the Box? 🎁
Here’s what you’ll need to add to complete your booth experience:
– Furniture (unless you’re going for that minimalist vibe)
– Carpeting (concrete isn’t exactly red carpet material)
– Power up! (electricity and lighting)
– Getting your stuff there (shipping, transportation, drayage)
– Tech essentials (Lead Retrieval & Internet)
– Extra pizzazz (Advertising & Sponsorships)

Getting Your Team Ready to Rock 🎸
Need to register your booth squad? Hit up the Exhibitor Login link to:
– Update your exhibitor profile
– Register your team
– Access the Exhibitor Services Kit
– Handle payments
Lost in the system? Our team at IWCEOperations@informa.com has your back!

Your Exhibitor Badge = VIP Access!
Think of it as your backstage pass! You’ll get:
– Early bird access before the crowds roll in
– After-hours booth access when the show floor’s closed
– Move-in and move-out privileges
– VIP treatment at all Special Events (Keynotes, General Session, and that sweet Networking Reception!)

Ready to network with the IWCE professionals? If so, make it happen!

Registration FAQs

Your All-Access Pass to IWCE 2025: The Inside Scoop

When Can You Jump In?
Mark your calendar for late summer 2024 – that’s when registration kicks off! It ends January 16, 2025. Pro tip: Early birds not only get the worm but also the best deals. Skip the onsite lines and register online early and save.

Show Me the Money!
Like a Vegas casino, they have options for every player! From exhibit hall passes to full conference access, we’re cooking up packages for every budget. The 2025 pricing menu dropped in late summer 2024 – check our passes and pricing page for the full spread.

Want to Save Some Chips?
Who doesn’t love a good deal? They occasionally roll out special discounts faster than a dealer shuffles cards. Want in on these sweet offers? Hit that “click here” button and they’ll keep you in the loop via a subscription!

Keeping It Legit: ID Please!
Just like at the casino, we need to check your credentials:
– Bring your business card (shows you’re part of the industry family)
– Pack your photo ID (you’ll need it to grab your badge)
– Press folks: Don’t forget those media credentials!

“Help! Where’s My Confirmation?”
No confirmation in your inbox? Don’t sweat it! The registration squad at iwceregistration@informa.com will track it down faster than you can say “IWCE”!

Rolling Deep? Group Registration Made Easy
Bringing the whole crew? Here’s how to get everyone sorted:
1. Start your registration online
2. Hit “add another registrant” for each team member
3. Keep adding until your whole squad’s in
4. Smash that “submit registration” button
5. Handle payment in one fell swoop

Badge Collection: The Final Step
No snail mail here! Your confirmation email comes packed with a QR code – that’s your golden ticket to picking up your badge onsite. Think of it as your VIP pass to the wireless world!

General FAQs

Your Ultimate IWCE 2025 Survival Guide

Sleep Like a High Roller (Without Breaking the Bank)
Why pay penthouse prices when you can score sweet deals? Convention Housing Partners (CHP) have wheeled and dealed to get you rock-bottom rates at top-notch hotels. Hit up the IWCE Hotels page for the inside track on these exclusive deals!

Your Personal IWCE Assistant (In Your Pocket!)
Yep, we’ve gone digital! Grab the “Informa Tech Events” app from your favorite app store, log in with your registration email, and boom – you’ve got the whole show at your fingertips! (Just remember: 2025 content drops in March 2025, so don’t panic if you don’t see it right away!)

Finding Your Way to the Action
Point your GPS to:
Las Vegas Convention Center, North Hall
3150 Paradise Rd, Winchester, Nevada
(And yes, it’s actually on Paradise Road – how perfect is that?)

Show Hours (When the Magic Happens)
Mark your calendars for the main event:
– Wednesday, March 19: 10 AM – 5 PM (Rise and shine!)
– Thursday, March 20: 10 AM – 4 PM (Last chance to hit the floor!)

Keeping Your Energy Up
No need to venture into the Vegas strip for food – we’ve got plenty of fuel stations (aka concessions) right inside the exhibit hall. Because who wants to miss any of the action?

Rolling in Style
Need some wheels? Our friends at Scootaround have got you covered! Give them a ring at 1-888-441-7575 or cruise over to scootaround.com/en. Getting around should be the least of your worries!

The Big Picture
IWCE 2025 is taking over the Las Vegas Convention Center from March 17-20, 2025. Four days of networking, learning, and maybe (just maybe) a little Vegas fun on the side!

Pro tip: Save this guide! It’s everything you need to know to navigate IWCE 2025 like a seasoned pro. Get more answers here as well.

North Carolina Substations Attacked

North Carolina Substations Attacked

Recent North Carolina substations were attacked. Since then, they have been labeled an act of domestic terrorism. Such critical infrastructure attacks demonstrate that operators need to have a plan in place and executed as these attacks are on the rise. Whether a GPS interruption via spoofing that affects air travel or gunshots to substations, these vulnerabilities are putting people, property, and our way of life at risk. Syncworks offers critical infrastructure solutions to guard against vulnerabilities that can take down your network. The latest attack on Sunday, December 4, 2022, in North Carolina was coordinated and intentional vandalism that has FBI North Carolina on the case. 

According to NPR News, the North Carolina substation attack sent the area into a state of emergency. A mass power outage left tens of thousands of people without electricity for days afterward. The outage, which the authorities believe to be intentionally caused by gunfire, is now being investigated as a criminal act. 

The incidents were being investigated by local, state, and federal law enforcement agencies. Reuters reports that U.S. Energy Secretary Jennifer Granholm said on Twitter that she had been in contact with Duke Energy Corp (DUK.N), which owns the substations, and the Department of Energy was working with other agencies to investigate and respond.

aerial view of domestic terror attack on a North Caroline substation

Critical Infrastructure Need to be Fortified As Attacks Can Rise

“We faced something last night, here in Moore County, that we’ve never faced before,” the county’s sheriff, Ronnie Fields, said at a press conference on Sunday afternoon. “But I promise you, we are going to get through this, and we are going to get through this together.” 

The county was also under curfew between 9 p.m. on Sunday and 5 a.m. Monday. The county-wide curfew could remain in place for the next few days, according to the sheriff. The Moore County Parks and Recreation Sports Complex is now operating as a shelter while schools are closed for Monday. 

The mass power outage across Moore County, about an hour outside of Raleigh, began shortly after 7 p.m. on Saturday after multiple power substations were damaged by what authorities described in a statement as “intentional vandalism.” The substations will require a “sophisticated repair,” Duke Energy spokesperson Jeff Brooks said at the conference, which will require new equipment and could take until Thursday to complete. 

About Syncworks 

Proven on thousands of network sync and timing projects over the last two decades, Syncworks is a trusted partner because of our flawless execution. Every world-class sync solution from our tight-knit team is tailored for your success. New and retired products from Microchip, including the TimeProvider 4100, help ensure a flawless network.