Technical Support and Maintenance
24/7 Protection for Your Critical Timing Investment
Maximize uptime and minimize operational disruptions with SyncCare’s comprehensive network timing support program. Our dedicated timing specialists provide expert assistance, proactive maintenance, and rapid issue resolution to protect your synchronization infrastructure around the clock.
Timing is too critical to trust to general IT support. Our SyncCare support specialists live and breathe synchronization technology, understanding the unique challenges and nuances of timing networks. This focused expertise translates to faster diagnosis, more effective solutions, and proactive support that prevents issues before they impact your operations. With SyncCare, you’re not just getting support – you’re gaining a dedicated timing engineering department that protects your critical infrastructure investment.
Key Features
24/7 Expert Technical Support – Direct access to US-based timing specialists with defined SLA response times for rapid troubleshooting and resolution of critical synchronization issues, day or night.
Platform Maintenance & Updates – Proactive software maintenance, including firmware updates, security patches, and system optimizations to keep your timing infrastructure current and secure.
Advanced Hardware Replacement (Loaner Program) – Immediate shipment of replacement equipment during failures to minimize downtime, with loaner units available while your equipment undergoes repair or replacement.
Dedicated Support Resources – Access to engineers singularly focused on network timing and synchronization, providing deeper expertise than generalist support providers for faster, more effective problem resolution.
Frequently Asked Question(s)
SyncCare includes round-the-clock access to US-based network timing support 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.