Case Study: How A Real-Life Tech Support Call And Custom Engineering


When Glenn Lippincott of Southern Company called DPS Telecom tech support, he wasn't planning on replacing his legacy remotes with a new, custom-engineered network monitoring solution. He thought he had a simple question about his T/MonXM system. But as tech support chief Ron Stover walked him through his T/MonXM configuration, Lippincott asked about a menu item that caught his eye. The answer helped him improve his network monitoring and save his company hundreds of thousands of dollars.

Glenn Lippincott
Glenn Lippincott
had an issue with
legacy remotes

"Glenn called because his T/MonXM system seemed to be missing a software module," recalled Ron. "I wanted to doublecheck if it had been installed, so I told Glenn to look through the Installable Options list. While we were going over what was on his system he noticed what looked like a software module for his remotes." Glenn immediately asked, 'Hey, what's that?'

Southern Company had a Problem with Aging Legacy Remotes

Lippincott had good reason to be curious, because legacy equipment had become a serious problem for him.

Lippincott works in the Birmingham NOC, where he oversees network monitoring throughout the Southern Company's operational area. Southern Company, a Fortune 500 energy producer and distributor, has a territory that extends through most of Alabama and Georgia and parts of Florida and Mississippi.

Lippincott's monitoring network includes over a hundred legacy RTUs, polled by two legacy masters.

"It's an older system, and we didn't have support for it. There hasn't been an update in the software in 7 to 8 years. If the masters went bad, I'd be in trouble," said Lippincott.


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