Camera Health Monitoring (CHM) Subscription is available to select customers only. Please contact your Customer Success Manager 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 Camera Health Monitoring Customer, Compology takes responsibility to monitor & maintain the cameras in your fleet. We’ve outlined the operational process and 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
Geographic Coverage of Installations & Maintenance
Customer Requested Installs & Removals
Compology Responsibilities vs. Customer
What’s Covered Under CHM & 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 in situations where cameras are moved away from expected service locations, or when our 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 proactive monitoring support, you can review a list of cameras with issues from within the app by navigating to Maintenance > Issues and our Help Center article with details on Maintenance Issues Resolution
We recommend your Camera Fleet Manager reviews the Maintenance alerts on a weekly or monthly basis depending on the scale and locations of your fleet of cameras. Alerts will provide visibility into potential maintenance issues that will require action on your part.
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 monthly 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.
Successfully maintaining good performance across your fleet will require collaboration between Compology and Customer. Additional details are laid out in section 4. Camera Issue Types. 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 the dispatch of a technician are listed below. Compology will proactively dispatch technicians when a camera fails to post, has a broken camera, or is over-posting. Compology will alert you to any camera requiring collaboration to resolve an identified issue.
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. Compology will monitor the battery level and dispatch when appropriate
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.
Compology recommends that we subscribe your fleet manager to automatically receive a ‘fleet performance’ report via email on a monthly basis. This report will provide visibility into potential maintenance issues that will require action on your part.
5. Geographic Coverage of Installations & Maintenance
Compology will dispatch technicians within the lower 48 United States, Hawaiian Islands (Hawaii, Oahu, Maui, Kauai) & Canada to perform Customer Requested tasks & maintenance tasks.
6. Customer Requested Installations and Removals
As part of CHM, you can take advantage of Compology’s network of field technicians to complete service work at the CHM fixed per task fee as reflected in the Order Form. When requesting Compology to perform an Install or Removal of a camera, Compology will require the following information:
Installation
Service location exists in your Compology app
Container Name
Container Size
Container Content type
Point of contact at the site
Site Access Details
Removal
Location name and address
Container Name
Reason for removal (container swap, the business closed, etc)
7. Compology vs. Customer Responsibilities
Compology Responsibilities
Daily monitoring of camera posting performance.
Proactively dispatching technicians to cameras that have failed to post, have a broken camera, or are overposting.
Proactive notification of issues that require the collaboration of customers.
Customer Responsibilities
Customers must use the Compology Web App to mark locations as “restricted access” if Compology must pre-authorize service or needs special instructions. This is expected to be 5% or less of locations.
For Customer service locations that have more than three damaged and/or missing Equipments within 90 days that require replacement, Compology reserves the right to charge additional fees after providing a minimum of 30 days’ notice.
Assist Compology in identifying the location of containers that were moved from the original location prior to any field service.
Maintain 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. What’s Covered Under Monthly CHM subscription & Warranty
What’s Covered
Customers agree to pay a monthly Compology Camera Health Monitoring Subscription fee, as reflected on the Order Form.
Automated, continuous health monitoring of activated Equipment.
Schedule A - Equipment Warranty’ does not apply to Customers enrolled in Compology’s Camera Health Monitoring Subscription Program.
For any Customers utilizing Equipment through the Subscription Only Program (Compology Solution Bundle Subscription), every Equipment issue that requires service (Equipment and Service charges) is covered.
For Customers purchasing Equipment, every Equipment issue that requires service (Equipment and Service charges) is covered, with the exception of camera failures due to Equipment battery after 36 months from Camera Activation Date (CAD). See details in ‘What’s Not Covered’ section.
Compology Camera Health Monitoring Subscription plan only applies to fleets of front load and permanent location containers, and is exclusive of any roll-off containers.
The monthly fee per camera is fixed, non-refundable, applies to all applicable cameras on contract, and only applies to fleets of front load and permanent location containers.
What’s Not Covered
A fixed per task fee as reflected in your Order Form applies to the below tasks not covered by the Camera Health Monitoring Subscription.
Installations
Removals
Re-installing a camera to replace a camera that was moved away from the service location
Cleaning camera lens
For Customers purchasing Equipment, the Customer is responsible for camera failures due to the Equipment battery after 36 months from the Camera Activation Date (CAD). A cost will apply to replace the Equipment and an install fee will apply as per contracted rates reflected on the Order Form.
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.
Once a camera’s CAD is active more than 36 months from the current date and has less than 10% battery, it is no longer under warranty (applies to purchase customer only). 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.
8. 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 8 am-5 pm (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
9. 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.