FAQs

We provide both remote virtual training sessions and on-site hands-on training. Remote sessions are convenient for geographically distributed teams and include recordings for future reference. On-site training offers direct interaction with your specific equipment and network environment.

We tailor curriculum based on audience needs – from fundamental timing concepts for network architects to detailed configuration procedures for field technicians and monitoring protocols for NOC staff. Pre-training assessments help us match content to skill levels.

Core topics include PTP/IEEE 1588 fundamentals, advanced PTP profiles (Telecom, Power), Syncworks product operation and maintenance, GNSS best practices and vulnerability mitigation, troubleshooting synchronization issues, and industry-specific applications.

Training credits provide maximum flexibility – purchase credits annually and allocate them across different training modules, teams, and delivery formats throughout the year. Credits can be used for custom curriculum development, standard courses, or specialized technical sessions.

Yes, participants receive certificates of completion for all training programs, along with comprehensive training materials, reference documentation, and access to recorded sessions (for virtual training). We can also provide customized certificates for specific compliance requirements.

While our expertise centers on Microchip/Syncworks solutions, we provide broader education on timing fundamentals, industry standards, and integration concepts that apply across vendor platforms. This helps your team understand timing holistically within your network environment.

We conduct post-training assessments, provide follow-up Q&A sessions, and offer ongoing technical consultation to reinforce learning. Our goal is ensuring your team can confidently apply training concepts in their daily operations, with continued access to our experts as needed.

Our comprehensive assessment evaluates your current timing infrastructure, identifies performance gaps, analyzes GNSS vulnerabilities, reviews compliance requirements, and assesses your network topology. We provide a detailed report with recommendations for optimization, modernization, and risk mitigation strategies

Timeline varies based on network complexity and scope. Simple assessments take 2-4 weeks, while comprehensive custom designs for large networks can take 6-12 weeks. We provide detailed project timelines during our initial consultation and work closely with your team to meet critical deployment deadlines.

Absolutely. We specialize in hybrid architectures that integrate legacy TDM/BITS systems with modern PTP/NTP solutions. Our designs ensure seamless migration paths while maintaining operational continuity throughout the transition process.

Our designs incorporate all relevant industry standards including ITU-T (G.8275.x series), IEEE 1588, 3GPP timing requirements, IEC 61850 for power utilities, and sector-specific compliance mandates like NERC CIP for utilities and Executive Order 13905 for federal agencies.

Yes, this is one of our core specialties. We design resilient architectures using ePRTC/vPRTC technologies, enhanced holdover capabilities, and distributed timing that significantly reduce GNSS dependency while maintaining precision and compliance requirements.

Yes, we deliver comprehensive documentation including network diagrams, equipment specifications, installation guidelines, and operational procedures. Training on the designed architecture is available as part of our Syncworks Training services.

We build flexibility into our design process and maintain close communication throughout. Changes are managed through structured change requests with clear documentation of impacts on timeline, cost, and technical requirements.

SyncCare includes round-the-clock access to US-based timing specialists, platform maintenance with software updates and security patches, advanced hardware replacement through our loaner program, and access to our technical assistance center with defined SLA response times.

Our standard SLA provides response within 60 minutes for critical issues. Response times may vary based on your specific SyncCare plan, with premium options offering even faster response for mission-critical environments.

When hardware failure occurs, we immediately ship a matching or equivalent replacement unit to minimize downtime. You can use the loaner for up to 60 days while we repair or replace your original equipment. Return shipping is included in the program.

Our primary support focus is on Microchip/Syncworks timing solutions. However, we can provide consultation and guidance on integration challenges with third-party equipment within the context of your overall timing architecture.

We provide firmware updates, security patches, performance optimizations, new feature releases, and compatibility updates. All software maintenance is tested in our lab environment before release to ensure stability and performance.

Yes, we offer flexible SyncCare plans that can be tailored to your operational requirements, budget, and criticality levels. We can adjust response times, coverage hours, hardware replacement options, and support scope based on your needs.

Our centralized support team manages distributed networks through remote diagnostics, coordination with local technicians when needed, and strategic placement of loaner inventory. We maintain detailed network documentation to provide effective remote support regardless of location.

We support all critical infrastructure environments including telecom central offices, cell towers, power substations, data centers, cable headends, and enterprise facilities. Our technicians are trained in diverse site requirements and safety protocols for each environment type.

Every installation follows our detailed Installation Best Practices guide, includes pre-installation site surveys, uses certified technicians, and concludes with comprehensive testing and validation. We provide detailed completion reports with performance metrics and photographic documentation.

Yes, antenna installation is a core specialty. We handle optimal placement for sky view, proper grounding, lightning protection, weatherproofing, and cable routing. Our experience includes hundreds of antenna installations across diverse geographic and environmental conditions.

Our technicians maintain current safety certifications including PPE training, electrical safety (LOTO procedures), ladder and lift safety, harness safety for elevated work, and site-specific certifications required for telecom and utility environments.

Absolutely. We coordinate closely with your operations team to schedule installations during maintenance windows, off-peak hours, or planned outages. Our project managers work with you to develop installation schedules that minimize impact on critical operations.

Yes, our SyncCare support program includes emergency dispatch services. We can deploy field engineers within 48 hours for critical, service-affecting events, with emergency response protocols tailored to your specific needs and SLA requirements.

We provide field services throughout North America and the Caribbean. For locations outside our primary service area, we work with certified partners or provide remote technical guidance to qualified local technicians following our installation standards.