Premium Service is available to select customers only. Please contact your customer success representative if you'd like to inquire about your eligibility.
Overview
Our goal is to help you sustain high performance across your camera fleet on an ongoing basis. As a Premium Service Customer, Compology takes primary responsibility to monitor & maintain the cameras in your 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
Service Zones & Dispatching
Compology Responsibilities vs. Customer
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 monitors your fleet to ensure fleet performance and will dispatch technicians to cameras that may need attention. In the event that we need additional support or information to find a container, we ask that you identify a Camera Fleet Manager who we can work with to troubleshoot the maintenance needs of your camera fleet as necessary. The Camera Fleet Manager should be able to provide support when technicians cannot find containers or access sites. You may have one or more Camera Fleet Manager, 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 automatically monitor and dispatch technicians to non-posting cameras to maintain the highest posting rate possible (Additional details on Dispatching are captured in Section 5. Service Zones & Dispatching).
Compology will assist in keeping your camera posting rate as high as possible which will require collaboration between Compology and Customer.
If your fleet posting rate drops below 90%, Compology will provide additional support (see Section 10. Support for additional details). Fleet posting rate is the percentage of cameras that are successfully posting within the last three (3) days.
4. Camera Issue Types
The most common camera issues that warrant dispatch of a technician are listed below. Compology will proactively dispatch technicians when a camera does not perform as intended.
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. This will usually result in the dispatch of a technician
GPS Failure - The last post from the camera indicates that there is an internal error with the GPS
Low Battery - The last post from the camera indicates that the battery energy is getting low
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
Broken Camera - The last post from the camera appears to have digital distortion indicating an internal failure
Not in Container - The last post from the camera appears to show that the camera is not installed in a dumpster
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, please notify Compology Support
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. Service Zones & Dispatching
Compology will dispatch technicians in our Compology Technician Network according to our Compology Service Zones (“Zones”). These Zones are continuously being updated and are published on these maps - USA Zones & Canada Zones.
Don't see a specific area where you're looking for coverage? Reach out to us and we'll assess if there is an opportunity for Compology to expand coverage in your area of interest.
Service Zones are loosely defined around Metropolitan Statistical Areas (MSA’s) and are broken into two Zones:
Zone 1 - MSA’s where Compology has service technicians and proactively provides service.
Zone 2 - All other MSA’s where Compology relies on 3rd party service providers, or the customer themselves, to provide field service.
Dispatching & Approval
Compology Operations will dispatch technicians in our Compology Technician Network to fix cameras as needed, specifically:
Compology will dispatch a field service technician to correct “non-posting cameras” in the Compology “Service Zones”.
Correcting cameras with obstructed and/or dirty lenses are explicitly excluded from the Premium Service Program and is your responsibility to maintain. See “Why is the image marked as “Obstructed”?” Help article which provides best practices to address cameras with obstructed and/or dirty lenses.
If a camera is in Zone 1:
Compology will proactively dispatch a technician. The details of this dispatch are available in our Maintenance Issues & Task History report
Within 24 hours of notification of dispatch, you may request the service be canceled for any reason. If canceled after 24 hours, a service charge may apply.
Use the Compology Web App to mark locations as “restricted access” if Compology must pre-authorize service or needs special instructions. See “Service Location Accessibility for Maintenance” Help article for additional details on how to update Service Location Accessibility for Maintenance.
If a camera is in Zone 2:
When a cameras that stops performing is in Zone 2 (which are outside of Compology’s technician network) you have the following two options:
You can dispatch your own technicians to make a replacement with a pre-activated camera (see section 7 below).
You can request to have Compology dispatch 3rd party network technicians by contacting our Support team (see Section 10. Support). Our support team will first provide a quote to cover the 3rd party network technician's labor fees. Once the quote is approved, Compology can dispatch 3rd party network technicians.
6. Compology vs. Customer Responsibilities
Compology Responsibilities
Daily monitoring of camera posting performance.
Proactively dispatching technicians to cameras that are not performing properly inside Zone 1 Service Areas. This excludes cameras that have dirty lenses or obstructed images.
Customer Responsibilities
Zone 2 Dispatch
Updating Service Locations
Updating Restricted Access Notes
Zone 2 Dispatch
When a camera that stops performing is in Zone 2 (outside of Compology’s technician network) you have two options to dispatch technicians (see section 5. Service Zones & Dispatching).
Updating Service Locations
As you add or delete locations on your account, it is important to make sure service areas are up to date and geofences are in the correct location so that cameras pair to their service addresses
Updating Restricted Access Notes
If a location is not accessible or requires special instructions to gain access, updating the access information on the web app is critical to assist Compology technicians. See “Service Location Accessibility for Maintenance” Help article for additional details on how to update Service Location Accessibility for Maintenance.
7. Replacing Cameras
While Compology will primarily conduct fieldwork, there can be situations where your organization will want to perform replacements with your own technicians. Replacing a camera will require a pre-activated camera, which can be set up by requesting one through Compology Support.
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 the Compology Support team.
8. 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
Let us know how many cameras you are returning and how many 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.
9. 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 for the replaced camera
10. 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.
11. 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.