Reduced Unplanned Downtime
Downtime is unsafe and ultimately impacts your bottom line. At Lindsey Inc, our premier support service has enabled 90 consecutive months (and counting) of uptime for pipeline operations.
“Lindsey has earned our confidence as a reliable and capable partner for complex operational technology initiatives.
At PBF, successful execution depends on working with partners that understand the realities of operating critical infrastructure environments. Lindsey, Inc. has consistently proven to be one of those partners.
Their team supports several key initiatives across our terminal and pipeline operations, bringing practical expertise in industrial networking, OT systems, SCADA environments, communications infrastructure, and operational support readiness. Beyond the technical capabilities, what differentiates Lindsey is their professionalism, adaptability, and ability to execute effectively alongside our internal teams and operations personnel.
In environments where downtime, risk exposure, and operational disruption carry significant consequences, Lindsey approaches every engagement with urgency, accountability, and a strong understanding of operational priorities.”
— Jennifer Donnelly
Director, IT, Logistics
PBF Holding Company, LLC.
Shared with permission.
Support Built Around Uptime
Over 90 consecutive months. Zero unplanned outages. Zero operational impact.
Since launching Lindsey’s Premier Support Customer (PSC) program in 2024, our PSC’s have experienced what disciplined, operationally familiar support can deliver. Our model is built around preventive monitoring, structured support, U.S. based personnel, and rapid response from a team that knows the customer’s systems and operations when there is an issue.
Because in critical infrastructure, support should never start with explaining who you are, how to call you back, where the site is, or why the issue matters.
If you are looking for a support partner focused on operational continuity, proactive maintenance, and long-term system reliability, we would welcome the opportunity to discuss Lindsey’s PSC program with your team. Please reach out if you want learn about how we deliver peace of mind.
To better understand our PSC support model, keep reading…
The Premier Support Customer (PSC) Service Offering
In industrial operations, uptime is not accidental. It is the result of disciplined maintenance practices, continuous monitoring, experienced personnel, and a support structure designed around prevention rather than reaction.
For customers subscribed to our PSC program, Lindsey provides end-to-end management and support of their OT infrastructure with a focus on system availability, reliability, cybersecurity, operational continuity, and performance optimization. This includes 24/7 support for SCADA systems, historians, leak detection, polling engines, communications infrastructure, backup systems, OT networks, and supporting applications, with cybersecurity best-practices baked in.
What makes our PSC model different? It is intentionally designed to be highly personal and operationally integrated. We do not believe effective OT support comes from anonymous ticket queues or rotating call centers where customers are forced to repeatedly explain their systems, facilities, naming conventions, and operational processes to new personnel every time they call for assistance.
Personalized OT Support
Our customers know who their support team is. They know the names and faces of the people supporting their systems, and our team know our customers’ operations personnel, control room staff, field teams, project managers, and leadership teams by name as well.
That familiarity makes a difference. In fact, I have a habit of telling our customers “when you call your support line, if you ever get asked for your name, call back number, or to describe how to find the display or field site you are calling about, you have my number… please call me immediately so we can get that sorted out.” We understand how frustrating it can be to waste time running through contact details which are not at all relevant to the operational issue that you are calling in about… especially if it occurs at 2:00 in the morning. We’ve all been there… trust me.
When issues occur in industrial operations, response time is important, but understanding how the asset operates is equally important. A support engineer who already understands the customer’s environment, operating philosophy, assets, alarm structures, communications systems, and operational priorities can respond more effectively and with significantly less disruption to operations.
Over time, our goal is for Lindsey to operate as a true extension of our customer’s organization rather than simply an outside vendor. We want to be your trusted partner and long-term support provider.
Operational Familiarity Through Continuous Engagement
To achieve this level of support, Lindsey develops customized support procedures and task structures for each PSC environment. Importantly, this is done after a full engineering assessment of the systems, networks, applications, and operations. These procedures define the daily, weekly, monthly, quarterly, and annual maintenance activities to be performed across systems, infrastructure, applications, and Industrial controls devices (PLC’s, RTU’s, flow computers, etc.). Tasks include network monitoring, application and configuration review, log review, backup validation, cybersecurity updates, infrastructure assessments, operational reviews (cause & effect and control narrative), and proactive system maintenance activities tailored specifically to the customer’s environment.
Members of our OT applications, OT systems, OT network, and operations teams actively access and review PSC systems each day. In addition, assigned SCADA personnel and Technical Account Managers (TAM’s) maintain ongoing awareness of customer operations and system health throughout each week. This allows our team not only to rapidly respond to issues as they arise, but also to proactively identify trends, operational concerns, infrastructure issues, or opportunities for improvement before they become larger problems.
Because our team remains consistently engaged with customer environments, we are often able to recognize subtle operational changes or developing issues long before they would typically become visible through a traditional reactive support model (e.g. a core switch or router that begins running at exceedingly high utilization, and if left on attended, could cause an unplanned restart that takes down part or all of a control system).
All support activities, maintenance tasks, validations, reports, and customer-specific procedures are documented within our service management platform. PSC have visibility into support activities, progress tracking, reporting, and historical records, providing transparency and accountability across the support lifecycle. These processes and procedures are reassessed periodically based on customer requirements, and can be fine-tuned, modified, or expanded as the customers environment or needs change.
US Based Operations and Support
Another key differentiator of our overall support approach is that all of our personnel are based in the United States… specifically right here in Houston, Texas. We do not outsource critical OT support operations overseas, and we are not routing customer issues through disconnected third-party call centers (hence why you will never get asked for your call back information). Our customers work directly with their dedicated engineers and operational technology professionals who understand the industry we serve, the operational environments our customers work within, and the importance of responsiveness, communication, and accountability in critical infrastructure operations.
This structure also allows our team to maintain close internal coordination across disciplines including SCADA, networking, systems, cybersecurity, operations support, and project execution. When an issue spans multiple technologies or operational areas, our personnel collaborate directly and in real time to resolve problems efficiently without forcing the customer to navigate multiple departments or vendors.
Proven Reliability
Oil and gas operations do not stop, and neither does maintenance or support. Our PSC’s receive 24/7/365 support coverage backed by structured escalation procedures, proactive monitoring, and clearly defined response expectations based on operational severity and impact.
Ultimately, the goal of our PSC model is straightforward: reduce operational risk, improve reliability, prevent avoidable outages, and provide customers with piece of mind that their critical systems are continuously monitored, proactively maintained, and supported by an experienced team that knows their environment and understands their operations.
The results speak for themselves. More than 90 consecutive months (and counting) of uptime across our PSC environments without unplanned operational downtime.
That level of consistency is not achieved by happenstance or luck. It is achieved through disciplined processes, experienced personnel, strong customer relationships, proactive maintenance, and a support philosophy centered around operational ownership and long-term partnership.
If you are looking for a partner focused on operational continuity, proactive maintenance, and long-term system reliability, we would welcome the opportunity to discuss Lindsey’s PSC program with your team.
Until next time,
Timmy
Managing Partner, Lindsey Inc.
