Expert Care Environmental Monitoring Services

What Are Expert Care Solutions? A Guide to Dickson’s Support Services

From Setup to Long-Term Compliance, Here’s How Expert Services Protect System Performance and Reliability

When it comes to protecting sensitive products, ensuring patient safety, and maintaining compliance in regulated industries, a reliable temperature monitoring system is essential. We know your operations never stop, and compliance and peace of mind should never be left to chance. Hardware and software are just one part of the equation with the critical services supporting your system helping to maintain its accuracy, reliability, and audit-readiness for years to come.

Choosing a partner offering comprehensive support and dedicated expertise long after the initial implementation can mean the difference between smooth, confident operations and the emergence of potential gaps in your compliance readiness over time. Expert Care Solutions from Dickson deliver the dedicated assistance needed to keep your system—and your facility—performing at its best.

Who Are Expert Care Solutions For?

Managing a monitoring solution requires time, consistency, and a working knowledge of compliance standards—an ongoing responsibility often added to already full plates. When internal teams are stretched thin, having a dedicated support partner can ease the workload, reduce risk, and provide the flexibility to meet your organization’s evolving needs.

Dickson’s Expert Care Solutions, designed for highly regulated industries from pharma to life sciences and healthcare, are a comprehensive suite of environmental monitoring support services and a perfect fit for organizations that:

• Prefer guided, hands-on support.
• Have limited internal resources or teams stretched thin by competing priorities.
• Manage monitoring across a variety of different locations with diverse requirements.
• Want to free up their staff to focus on other mission-critical responsibilities.

What Are Dickson Expert Care Solutions?

Dickson Expert Care Solutions provide customers with a full range of support services that go beyond traditional customer service models. Built by experts, tiered plans deliver dependable support and peace of mind to keep your system at peak performance, all while helping to reduce internal resource requirements and minimize compliance risk.

Service tiers include: 

24/7 Care: Ideal for teams needing critical remote support at any time, this plan provides global hotline assistance with access to highly specialized experts for immediate peace of mind.

• Dedicated phone line, reserved for 24/7 Care customers
• Access around the clock, wherever you are around the world
• Over 90% first call issue resolution
• Immediate assistance to minimize disruptions and maintain performance

TotalCare: Comprehensive remote support for teams that don’t require on-site service. Key benefits include: 

• Unlimited remote setup
• On-demand remote training
• Annual software health review
• Access to comprehensive self-help video library
• Extended warranty on Dickson loggers and gateways
• Automatic updates with supporting documentation to meet validation needs

UltraCare: For organizations that require the highest level of assistance, our white-glove service delivers both remote and on-site support. It includes the full suite of remote services from TotalCare plus exclusive on-site benefits: 

• On-site installation and training
• Annual sensor calibration
• Annual battery replacement for applicable devices
• Annual train-the-trainer session

UltraCare + Validation: This premier plan includes all the benefits of UltraCare with validation-specific services, including IQ/OQ protocol development and execution and annual documentation prepared by experts to help ensure you are always audit-ready.

What Does Unlimited Remote Setup Include?

With unlimited remote support, you get the direct assistance you need to take full advantage of DicksonOne’s powerful features. Our team of experts can handle key system configurations for you, including:

Alarm Configuration: We remotely configure alarms, notifications, and escalation pathways to ensure the right people get the right alerts at the right time.

Automated Reporting: Our experts remotely set up and schedule automated reports to deliver critical data directly to stakeholders for simplified audits.

User and Device Management: We can perform bulk device updates to align with new SOPs and manage user permissions to help you control who accesses specific information.

Ready to see which solution best meets your support needs? 

Which solution provides the right balance of support and service for your team?

Learn more about Dickson’s Expert Care Solutions and our Calibration, Installation, and Validation services, or contact us with any questions.