The XiltriX SafetyNet Team alerted customers at a research laboratory in New York of an active -80ºC lab freezer door alarm.

“The customer confirmed the door is closed, however, the alarm is still active. We've been monitoring the alarm closely, but so far no changes in the status.”

- SafetyNet Agent, XiltriX North America

Freezer Monitoring Detecting Open -80ºC Lab Freezer Door

The XiltriX SafetyNet team detected an active alarm for an ULT freezer door that had been left open and unattended. Even though the customer confirmed the door was closed, SafetyNet could see in the XiltriX system that it was not closed properly. This kept the alarm active and delayed the freezer from going back into the proper temperature range. SafetyNet persisted with the customer, and after 7 calls and 13 emails, the customer’s staff finally confirmed that the door indeed had been left ajar and it was now properly shut. 

Timeline

5:35 pm – Initial ULT freezer alarm triggered, automated alert escalation initiated.

5:52 pm – After several failed attempts to reach the customer, SafetyNet engages multiple teams to expedite resolution and leaves a voicemail for each emergency contact.

6:24 – 10:15 pm – After reaching the customer, SafetyNet persistently notifies different users in the lab about the active alarm and sends email summaries with relevant data.

10:21 pm – 12:31 am – Customer confirms door closure, but SafetyNet verifies it’s not properly closed and continues to follow up.

2:15 am – Customer agrees to check the unit in the morning.

9:00 am – Customer notifies SafetyNet of proper door closure.

9:43 am – SafetyNet confirms proper door closure and the resumed system monitoring.

Solution

Despite being in the facility when SafetyNet reached out, the customer was unaware of the situation and disregarded the ULT freezer alarm. The customer assured SafetyNet that they would involve the facilities team to check on the unit and requested a follow-up call in an hour. However, the freezer door remained open an hour later, and when the SafetyNet agent reached out, the customer postponed assistance for an additional two hours since they were very busy and unable to check the freezer. This dropped on the priority list for them, but not for SafetyNet. Six hours later after persistent follow-ups, the customer’s facilities team stated they had closed the door. 

Normally, the story would end here. But in this case, the system still showed an active door alarm. XiltriX’s door contact sensors allow SafetyNet to identify a potential issue, even if the temperature remains within normal ranges. If a freezer door is left ajar, humidity will cause ice to build up on the door seal. As the ice slowly accumulates, the gap grows and the temperature starts increasing, eventually leading to a dangerous situation. Adding door contacts to all cold storage devices is a cost-effective way to add a layer of protection to sensitive assets by reducing reaction time and adding valuable information about the root cause of a temperature excursion. SafetyNet persisted until all issues were resolved, preventing additional alarms and a deteriorating situation.

XiltriX Benefits

This case highlights the vital role of Monitoring-as-a-Service and the impact of working with a provider that offers 24/7 live agent support, effective communication, and helps you make data-driven decisions to prevent potential asset losses due to freezer failures. SafetyNet acted as a second line of defense and an extension of the team. They ensured the system was working properly so no alarms would be missed.

What is SafetyNet?

SafetyNet is a team of monitoring experts who provide 24/7 live support. In addition to being on every alarm escalation protocol, the SafetyNet team will assist you with system configuration and administration, troubleshooting, unlimited training, live phone calls, and they’ll act as an extension of your team.