CSA role and definition (Customer Service Administrator)

What does CSA mean?

CSA (Customer Service Administrator)

  • Maintains a list of all users who are to access the system or receive alarm notifications, along with related contact information and passwords. Assign CSA status to at least one additional user beside yourself.
  • Designates a Financial System Administrator (FSA). This is the person who will establish and renew service contracts.
  • Establishes Notification Groups (selected users who are to receive alarm notifications for various specific alarm conditions) as well as a specific Notification Sequence for each such group.
  • Under System Wide Settings,  enters several configuration choices which implement a flexible choice of settings applicable to the system of RTUs, in order to optimize the operational details of AlarmAgent.com to meet the systems specific monitoring needs.
  • Under Manage RTUs,  imports each RTU into the system, selects (or confirms) an Application Template and a Service Level for the RTU.  These steps are necessary only once for each RTU.
  • Configure RTU (alarm trip delays, Relay output states, daily report times, etc.)
  • Configure Alarms (alarm criteria and notification messages for each RTU channel)
  • Configure Reports (to optimize the various reports for your needs)
  • Configure Scaling (for scaling the reported values of optional analog inputs)
  • CSAs trains the users on the system as to how to use AlarmAgent.com, including how to receive and acknowledge alarm notifications.

CSAs will also need to provide each user with a filled-out Personal Information Card which lists the System Access Code for the overall system, individual user Web Site passwords and Web Site Login names, and (optionally) individual user PINs for security and audit trail purposes.

System Wide Settings and User data are presented first, because these categories of information can be entered prior to your having information on specific RTUs. After that, information on RTU-specific configuration items is presented, which can be dealt with only after a given RTU has been imported.

RACO's Customer Service staff stands ready to assist with any issues that may arise in the fulfillment of these responsibilities.