Describe the system, the building or the fault. The dispatch desk reads every message and routes it to the engineer who covers that work. If your matter is urgent, call +14405407414 rather than waiting for a reply by email.
Monday to Thursday, 8:00 to 17:30
Friday, 8:00 to 15:30
Saturday and Sunday, closed
Urgent support for clients under an active agreement is answered outside these hours through the number above.
A useful enquiry names the site, the systems involved and what happens now that should happen differently. Photographs of nameplates and panel fronts help more than long descriptions. If drawings exist, say where they are kept and what year they were issued.
We reply to every genuine enquiry, including the ones we cannot take. If the work is outside our disciplines, we will say so plainly and, where we can, point to the kind of specialist who should be called instead.
Yes, for projects that justify the travel. Our desk is in Berkeley Heights and most of our regular sites are within a few hours of it. Projects in neighbouring states are common, and we will state travel expectations in the docket before any commitment is made.
Often. Please include the make and model of the controllers and any available backups or source files. A takeover begins with a documentation review, because we will not support equipment we cannot first understand and safely modify.
Most surveys are booked within one to two weeks of a confirmed enquiry. Emergency attendance for an existing client is arranged the same day where an engineer is available, and the dispatcher will tell you honestly if the desk is fully committed.