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 These cards often are delivered on outdated software, replacing these cards in a unit, especially in large BITS clocks, can cause software mismatches.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. Sycnworks support these efforts and joins the community by being an active exhibitor at the IWEC trade show.

Conference FAQs

Where can I find the IWCE Conference Agenda?

You will find the 4-day conference agenda here. 

Is it too late to speak in the program?

The Call for Submissions for IWCE 2024 is now closed. If you have questions for now, please reach out to our Conference Director, Erin LeMoine.

Do you offer technical training? 

Yes! In partnership with ETA International we present a full schedule of accredited technical trainings. Learn more about our training options here. 

How much does it cost to attend the IWCE conference program? 

It depends on whether you choose an All Access pass or a more limited pass. For details on 2024 pricing, visit the Passes and Pricing page.

How much does it cost to attend an ETA accredited training? 

It depends on the training you choose. For details on 2024 pricing, visit the Passes & Pricing page.

Can I watch the IWCE conference sessions after the event? 

Sessions will be available digitally for 3 months post event.

Resilient Timing for 5G

General FAQs

What’s the address of the Convention Center?

Orange County Convention Center
9800 International Drive, Orlando, FL 32819

IWCE takes place in the West Building – Halls DEF

What are the exhibit hall hours?

The IWCE Exhibit Hall is open on Wednesday, March 27 from 10:00 AM-5:00 PM and on Thursday, March 28 from 10:00 AM- 4:00 PM

Will food be available during the show?

The Orange County Convention Center offers a variety of concessions inside the exhibit hall.

Are wheelchair and/or scooter rentals available at the Orange County Convention Center?

Scooter rental at the Orange County Convention Center are available for rental. Please call Scootaround for rental; 1-888-441-7575 or visit their website at

What are the dates & location of IWCE 2025?

IWCE 2025 will take place at the Las Vegas Convention Center in Las Vegas, NV  from March 17-20.  Join our mailing listto learn more and be the first know when registration opens.

Exhibitor FAQ

How can I contract a booth for IWCE?

You may visit the Become an Exhibitor section for more information on becoming an exhibitor. Booths are assigned on a first-come, first served basis. To speak with a sales manager, contact:

Companies A-K
Keith Gregory

Companies L-Z
Kellie Sellers

What do I get with a standard booth?

See listing of standard booth entitlements below:

  • Draped exhibit space with 8′ high back drape and 3′ side drapes
  • Five (5) exhibitor badges per 10′ x 10′ booth
  • Complimentary Exhibit Hall Guest Passes (for your customers and prospects)
  • Your company name on all published exhibitor lists (date sensitive)
  • Complimentary online Exhibitor Listing including contact information, link, and a 30-word description
  • Company listing on the IWCE mobile app
  • Exhibitor Service Kit: a guide to smooth planning, installing and dismantling of your exhibit space
  • Access to IWCE logos, banners and marketing tips to help promote your participation at IWCE
  • Discounted pricing for the IWCE Conference 

What’s not included in my booth price?

The following items are not included with your booth. Please refer to the Exhibitor Services Kit (ESK), for order forms and online ordering.

  • Furniture & Decor
  • Carpeting
  • Electricity
  • Lighting
  • Shipping, transportation, drayage
  • Lead Retrieval & Internet
  • Advertising & Sponsorships

How do I register my booth personnel?

Exhibitors/sponsors can use the Exhibitor Login link to update your exhibitor profile and access important exhibitor information including Exhibitor Registration, IWCE 2024’s Exhibitor Services Kit and to make payments. If you have questions about your login details, please contact our team at

What does an Exhibitor Badge entitle me to?

Your Exhibitor Badge will allow you to access your booth when the exhibit floor is not open to attendees, during move in and move out, before the show opens and after the show floor closes at the end of the day. Only Exhibitor Badges will be allowed during those times.

Exhibitor Badges also include: Access to all Special Events, including the Keynotes, General Session and Networking Reception.

Do exhibitors receive Conference Passes?

Each booth personnel receives a single session ticket to attend any IWCE session. Ticket is surrendered at the door to the chosen session and does not include the ETA trainings. Exhibitors may purchase IWCE passes. More information is in the Exhibitor Portal. 

Exhibitors are also entitled to attend all Special Events, including Keynotes, the Networking Reception etc. 

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.