Is your process for getting up and running completely off-site?
Yes, the entire process is handled off-site. Our expert support team is available to speak and Skype with you if necessary. We also have helpful videos on our website under the support section. On-site installation can be provided for an additional fee.
Do you participate in developing the failure/reason codes?
Yes. We also send you a brief tutorial on creating “actionable” reason codes. Once created, these are uploaded directly to your interface. We highly recommend taking your codes three levels deep to capture as much detail as possible.
Do you provide any software training for data input and use?
Yes. Once the software is installed, we will schedule our training sessions. This includes a short webinar training for management, maintenance and anyone else who will be involved with Thrive on how to navigate your administration page, dashboard and reviewing your data. Your management team will then be responsible for training your operators.
Thrive’s business model is built upon monitoring subscription fees. How long is the contract for this subscription?
As noted in the sales agreement, this is a 24 month contract that can be terminated after 6 months.
If the monitoring subscription is cancelled after 6 months do you still help with software updates and service issues?
If monthly monitoring is canceled, you will no longer have access to the software updates or assistance with service issues.
What “off the shelf” real time machine monitoring solutions do you offer?
Thrive offers the following “off the shelf” solutions:
- Interface with our equipment to automatically collect OEE related data
- Support input reasons for downtime / other relevant operator feedback
- Collect / Store data
- Summarize and present data on an easy to follow dashboard (real-time and historic)
- Support reports / queries / ‘data dump’ (i.e. CSV format) for offline analysis
- Accessible from anywhere including mobile devices (we are a global organization)
- Email alerts with escalation capability based on machine performance
- Interface with our equipment to automatically collect OEE related data
Do you collect and store data?
Yes. Thrive collects and stores both real-time and historic data. We back up this data with Microsoft and secondly through a server in Canada.
Do you support reports and queries for offline analysis?
Yes, your data will be exported to Microsoft Excel at your convenience.
Is my data accessible remotely and can I use a mobile device?
Yes, you will have access to your account from anywhere with internet accessibility. You may navigate your dashboard, review data, assign reason codes and receive customized text alerts from anywhere in the world.
Will I receive email alerts with escalation capability based on machine performance?
Yes, you can sign yourself and your team up for automated text and/or email alerts. For example you can set customized threshold times for your maintenance team. If the condition is not resolved in a set amount of time, additional emails and/or texts can be sent to upper management to increase the visibility of the situation. We also send a “daily digest” email either by shift or end of day reporting for review of the prior 24 hours’ performance.
What specific protocols are you best suited for?
We offer customized services that meet the needs of the individual customer, but we generally focus on the following protocols:
- Downtime
- Real time/up time efficiency
- OEE
- Augmenting and supplementing maintenance departments.
- Identifying failings within the manufacturing process
What software training instructions are available to use for initial and ongoing employee training?
Once the installation is complete we will provide you and your team with training. If additional training is needed, we have a great support section on our website at www.thrivemes.com/support. Here you will find instructional videos and transcription for your operators on how to accomplish tasks like assigning, merging or splitting reason codes. You will also find information on navigating your dashboard and back office.
Is a Tbox required for each machine, or is only one Tbox needed?
Our engineering team will hold a brief hardware assessment call with your team to determine hardware needs. During this call we will determine how many PLC’s and Tboxes you will require.
Are any of your customers using software on machines other than a production line?
Yes, we can monitor individual machines such as a CNC or a full production line.
Does Thrive have a 24 hour support line that the operators can call?
Very rarely do issues arise, but when and if they do we ask that you email support@thrivemes.com with your issue. This will automatically create a ticket at our support desk and inquiries are typically answered within 12 hours.
Do you recommend that a company goes completely wireless, or should they have a hard wired connection?
We always recommend a hard wired connection to avoid any interference and maintain a constant level of stability. Many of our clients do chose to connect to the Tbox wirelessly, however, and need to set up additional details like network SSID and password to properly set up the Tbox prior to shipment.
