Overview
Our goal is to help you sustain high performance across your camera fleet on an ongoing basis. While your organization is responsible to perform maintenance on your camera fleet, we’ve outlined operational best practices for you to reach a high camera fleet performance goal, which includes the following:
Identifying a Camera Fleet Manager
System Performance Monitoring, Alerting & Reporting
Fleet Health and Performance Level
Camera Issue Types
Maintenance Prioritization
Replacing a Camera
Returning Cameras
Warranty
Support
Appendix - Definitions
By combining proactive fleet monitoring, powered by Compology, and ad hoc maintenance as appropriate - you will optimize your fleet performance!
1. Identifying a Camera Fleet Manager
Compology Operations supports your team through automated daily monitoring of your fleet to ensure fleet performance which helps you to quickly identify any potential issues.
To streamline this process, we ask that you identify a Camera Fleet Manager we can work with to troubleshoot the maintenance needs of your camera fleet. This team member will be responsible for monitoring containers for missed posts and unclear images on a daily basis and perform or delegate maintenance tasks within your organization. The Camera Fleet Manager should also have the ability and authority to assign maintenance tasks. You may have one or more Camera Fleet Managers depending on your organizational structure.
2. System Performance Monitoring, Alerting & Reporting
In addition to Compology’s daily monitoring support, you can review a list of cameras with issues and those that require your attention from within the app by navigating to Maintenance > Issues.
We also have the Fleet Performance Metrics Report, an overview of the current fleeting posting rate so that your Camera Fleet Manager and your team can maintain a high level of awareness of how your fleet is performing. This report is automated and sent on a daily basis (we can adjust the report delivery to a weekly schedule if preferred). If you need to subscribe to a report or adjust the report schedules, please reach out to support@compology.com or use the chat icon in the lower right corner of the Compology Web App.
3. Fleet Health and Performance Level
Compology will help you maintain a 90% or above fleet posting rate goal. Fleet posting rate is the percentage of cameras that are successfully posting within the last three (3) days.
4. Camera Issue Types
Remote troubleshooting is a useful way to perform preliminary testing prior to sending a technician into the field for maintenance. The most common camera issues are listed below:
Failed to post in 3+ days - Compology servers have not heard from the camera in over three (3) days from when it was expected to post. It is recommended to replace the camera unless it is known that it is positioned in an area with low cellular signal strength.
GPS Failure - The last post from the camera indicates that there is an internal error with the GPS. It is recommended to replace the camera.
Low Battery - The last post from the camera indicates that the battery energy is getting low. It is recommended to replace the camera.
Overposting - The camera has been posting more frequently than the expected schedule, which can be due to internal failure or excessive movement of the container. If the container is static, it is recommended to replace the camera.
Broken Camera - The last post from the camera appears to have digital distortion indicating an internal failure. It is recommended to replace the camera.
Not in Container - The last post from the camera appears to show that the camera is not installed in a dumpster. It is recommended to have this camera installed.
GPS Obstructed - The camera has been posting without GPS coordinates for over three (3) days. This is due to an inability to receive a connection to GPS satellites, which can occur if the camera is indoors, underground, surrounded by tall buildings, or covered. If the camera is outside, uncovered and the issue persists, contact support@compology.com with additional details.
Persistently Obstructed - The images from this camera have been obstructed for over three (3) days. If obstructed by material in the container, the obstruction should clear at the next empty event. If the container was recently emptied and the obstruction is persisting, the lens should be cleaned.
Location Unknown - There are no faults with the camera or the images, but the GPS coordinates indicate that it is posting from an unknown location. Review the location of the container to determine if the container was incorrectly moved off-site or if a new service location needs to be created (see the “How to Add a Customer or a Service location” Help article).
All of the above issues are visible in the Maintenance Issues section of the web-app. Each camera can only have one main issue, which will be displayed.
5. Maintenance Prioritization
It is best practice to prioritize the maintenance of cameras based on the type issue. An example of a high priority and low priority issue is below.
High Priority Example - Cameras that stop posting for more than three (3) days. These cameras should be visited quickly, especially for roll-off containers. If a camera is damaged or defective, it will be harder to locate as the container moves around. If a camera misses a post for more than 48-hours but is in a known strong signal area, you should investigate it as soon as possible and replace it.
Low Priority Example - Poor cell signals can also make a camera stop posting. If the signal is the cause, the camera will “self heal” and post again when it’s able to get a stronger signal. This can happen at the same site or when the container is moved.
6. Replacing Cameras
Once you've dispatched a team member to fix a camera, please follow the below best practices:
When going out to a container, the intent should be to replace the camera. Make sure you always bring a replacement camera and tools necessary to make a replacement.
When you find the camera and are not sure if a camera is functional, it should be replaced. Then, contact Compology support to investigate the camera you removed. If it is working properly, it can be placed back in your spare inventory for future replacements.
If a camera is physically damaged or missing, it should be replaced.
Always wipe the camera lens to make sure the lens is clear before you leave.
Replacement Procedure
Remove the existing camera from the container and mount a labeled, pre-activated camera from your maintenance inventory. Note: Pre-activated cameras are in “Maintenance Mode” to preserve battery life. When Compology receives notification that a pre-activated camera is mounted, maintenance mode will be turned off and the camera will make regular posts within 24 hours.
Record which pre-activated camera you used by referencing the number listed on the camera label.
Search for the pre-activated camera in the Container Management tool in the Compology Web App.
Update the container information to match the container you installed the new device on. This creates a second, identical container on your app.
Contact Compology via the chat icon in the lower right corner of the Compology Web App or send an email to support@compology.com to inform us that you have replaced a camera and are requesting to remove the duplicate container number from your app. If you replaced a damaged or missing camera, please make sure to relay that information when messaging support.
7. Returning Cameras
Cameras Suspected to be Defective (and under Warranty)
Contact Compology via the chat icon in the lower right corner of the Compology Web App or send an email to support@compology.com and let us know how many cameras you are returning.
Please provide the number of boxes you will be shipping.
Compology will provide you with an RMA # and a return label
Note: Once cameras are received back by Compology, we will inspect them and credit your account for any cameras that are found to be defective and under warranty. If you ordered advanced replacement cameras, we will credit that invoice specifically.
Cameras that are Damaged (and Non-Warranty)
Non-warranty, damaged cameras do not need to be returned to Compology and should be disposed of by following the EPA’s guidelines (https://www.epa.gov/smm-electronics). Replacement orders for non-warranty, damaged cameras will need to be made. The Compology Operations team will assist in placing orders for replacement cameras. Camera shields do not need to be returned to Compology.
Cameras Flagged as “Missing”
Compology will share with you a list of cameras with container IDs that have not posted in over 90-days. A camera can be marked as "missing" before the 90-day mark if Compology receives feedback that the container could not be located (the list is also available in the Maintenance Issues & Task History report).
If a camera is flagged as “missing”, we recommend that you purchase a new camera replacement. Once a “missing” camera list is confirmed by both Compology and your team, a replacement order will be made and sent to the identified address to be installed on either the original, located container or on another container that does not yet have a camera installed.
8. Warranty
The Compology Equipment Warranty starts on the Camera Activation Date (CAD) and is automatically registered with Compology at that time. A camera is considered activated once it has been turned on and sends its first message to Compology’s Cloud.
All cameras with a CAD less than 36 months from the current date are eligible for warranty coverage. Cameras with a CAD over 36 months old and has less than 10% battery remaining are not eligible for warranty coverage. Customers may request a complete list of CADs for their organization at any time by submitting the request to Compology via the chat icon in the lower right corner of the Web App or by sending an email to support@compology.com.
What’s Covered?
Compology’s camera warranty covers the following during the warranty period:
Equipment manufacturing defects
Equipment workmanship defects
Equipment batteries
What’s Not Covered?
Compology’s equipment warranty does not cover:
Labor cost for removing or reinstalling cameras
Shipping costs to return cameras to Compology
Equipment that has been damaged due to normal wear and tear, vandalism or is missing from the container
In the case of replacements due to damaged and missing cameras, the customer agrees to pay the contracted price/camera replaced
9. Support
Online Support
Online, technical and non-technical, support is offered through your Compology Web App via the chat icon in the lower right corner or by emailing support@compology.com. Support agents are available 8am-5pm (PST), Monday-Friday.
FAQs
You can access our FAQs and Help articles here. We suggest bookmarking the page to quickly reference as needed.
Need more help? One-on-one training on maintenance best practices with our Operations team may be requested. Reach out via the chat icon in the lower right corner of the Compology Web App or by emailing support@compology.com.
Additional Support
Compology will proactively extend additional support if your fleet performance falls below 90% for two (2) consecutive weeks. The Compology Operations team will reach out to schedule a series of Fleet Maintenance calls to establish/monitor a plan with your Camera Customer Fleet Manager to maintain the fleet.
You will be assigned a representative from our Operations team who will lead the maintenance efforts from our side. Scheduled calls will remain in place until your fleet performance is above the target of 90% for two (2) consecutive weeks or the mutually agreed upon maintenance repair goal has been achieved.
During our Fleet Maintenance call(s), our team will work with you to prioritize maintenance efforts in order to improve your fleet’s health as quickly and efficiently as possible.
Note: Compology will extend this additional support as long your organization fully participates in the proposed calls and is committed to performing the recommended maintenance tasks.
10. Appendix - Definitions
Failed to Post - A camera that has failed to post for 3+ days.
Missing - A camera is considered “missing” if:
A technician has been unable to locate a camera at its last posted location
OR, was unable to find the associated container
OR, the camera has not posted in greater than 90-days
Post - The event when the camera sends data (image, GPS) via a cellular connection. Cameras will post 3x/day on a schedule and will also be triggered to post during a service event.
Posting - A camera is considered “posting” if it uploads data to Compology’s Cloud at least 1X every 3 days.
Note: If you have reviewed this document and still have questions, please do not hesitate to contact our team. You can reach us via the chat icon in the lower right corner of the Compology Web App or simply email support@compology.com.