Critical fault alerts

The critical alerts feature is enabled for connected assets under HDAdvantage Inform CVA (Customer Value Agreement).

Throughout the day, machines may present various fault codes. However, the dealer designates a specific list of fault codes, each with an associated threshold, as critical. If a fault code from the critical list meets or exceeds its defined threshold during one day, it transforms into a critical alert. This alert is then sent as a notification to users who have the relevant asset listed in their fleet, accompanied by a dealer-specific definition and recommendations.

Types of Notifications:

There are two ways users will be notified or able to access the notifications:

  • Mobile Push Notifications: These notifications are sent directly to the user's mobile device when a critical fault is triggered.
  • Bell Icon Notifications: Notifications can also be accessed through the bell icon located in both the mobile app and web interface.

When the user clicks on the notification, they will be redirected to the critical alert details, where they can understand the fault and take actions if needed.

Also, the user can access the list of historical critical alerts on the fault codes section inside each asset page.

Scenarios:

Connected Asset - No HDAdvantage:

Assets not in HDAdvantage will have the option to "Request free critical alerts" on the Fault Codes section of the app. When the user clicks on this button, they will see a brief explanation of critical alerts and the option to request alerts for all other assets in the list that don't have HDAdvantage (checkbox).

When the user confirms and clicks on "Send Request," an email will be sent to the Asset Connectivity team at connect@hastingsdeering.com.au, including all customer, user, and asset information.

Connected Asset - HDAdvantage Inform:

The feature is enabled for HDAdvantage Inform assets in the Fault Codes section on the specific asset page. In the Fault Codes page, under the "Historical Fault Codes" graph, there is a new section called "Historical Critical Alerts."

This feature shows a list of critical alerts separated by Unresolved or Resolved. Users can see the date when the critical alert was triggered and its description. Clicking on each critical alert provides more information and call-to-action options in the critical alert details view.

In the critical alert details, users can find the following information:

  • Critical alert description
  • Last fired time and date (based on reported date-time of the last fault code that reached or passed the threshold)
  • Recommended actions
  • A disclaimer from the dealer
  • Three call-to-action buttons: Mark as Resolved, Request a Service, and Request Callback.

When a user requests a service or callback, the button is greyed out for 7 days.

  1. Mark as Resolved: This action allows the user to acknowledge the critical fault and mark it as resolved, indicating that they have taken care of the critical alert. When marked as resolved, the "Resolved" green status will appear with the user's name and the date of the action.
  2. Request a Service: This action provides two options for the user to choose the type of service: Workshop or Field Service, and a free text box to enter any additional details related to the service. When the user clicks "Send Request," an email is sent to servicebooking@hastingsdeering.com.au, creating a ticket for Level 1 agents to send to the corresponding service department based on the given information.
  3. Request Callback: This action allows the user to request a callback from the Condition Monitoring team to get more information about the critical alert. The Condition Monitoring analyst will receive the email and call the user.

Connected Asset - HDAdvantage Advise or Partner:

Assets under this CVA are under a premium subscription, meaning there are Condition Monitoring analysts looking after the health of these assets and contacting the customer when needed if the assets present a critical fault.

In the app, this asset will display a banner to indicate it's being proactively monitored by the Condition Monitoring team and will not receive alerts from the app.

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