Field service
Site surveys, installations, repairs and preventive maintenance, by engineers who work on nothing but our equipment. Visits are scheduled through the customer portal.
- Engineers
- About 60, across the US and Canada
- Europe and UK
- Through the Eindhoven office
- Scheduling
- Customer portal or support line
- Severity 1 on site
- Next day in metro areas
What field service covers
Site surveys
Coverage walks and RF surveys before a Fieldmesh deployment, with a written plan and floor plan markups.
- Usually one to three days per campus
- Includes a survey of existing networks
Installation
Gateway and hub installation, mounting, power and commissioning, coordinated with your facilities and IT teams.
- After-hours work for clinical areas
- Infection control procedures followed on site
Repairs
On-site replacement of failed gateways, hubs and bench components.
- Parts carried on the vehicle for common faults
- Swap and return to failure analysis
Preventive maintenance
Scheduled inspection, firmware checks, battery replacement and calibration spot checks.
- Annual or semiannual, by agreement
- Report delivered to Formcloud per device
How scheduling works
Visits are booked in the customer portal, where we already know your sites and devices.
Request
Open a visit request in the portal, or ask support to open one during a call. Say what, where, and how urgent.
Triage
A dispatcher confirms the scope, checks parts, and calls if anything is unclear. Severity 1 requests are called back within 15 minutes.
Window
You receive a proposed visit window, the engineer's name, and any access or escort requirements we need from you.
Visit and report
The engineer works with your named contact on site. A visit report is in the portal by the end of the next business day.
Response targets
For customers with a standard service agreement.
| Request type | Metro areas | Regional | Remote sites |
|---|---|---|---|
| Severity 1 repair | Next business day | 2 business days | By arrangement, usually 3 days |
| Severity 2 repair | 3 business days | 5 business days | By arrangement |
| Preventive maintenance | Scheduled 30 days ahead | Scheduled 30 days ahead | Scheduled 60 days ahead |
| Site survey | Within 3 weeks | Within 4 weeks | Within 6 weeks |
Before the engineer arrives
- A named contact on site who can grant access to clinical areas, plant rooms and ceiling spaces.
- Network details for any new gateway: switch port, VLAN, and whether the port provides power.
- Any site-specific requirements: escorts, infection control briefings, badge requests, or parking.
- For surveys: current floor plans, and the inventory you have, however much you trust it.
Planning a large deployment?
Field service plans multi-site rollouts campus by campus, smallest first. Ask your account team for a deployment plan.