Customer Support Driven by Expertise, Innovation, and People

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In the high-stakes world of Leak Detection and Repair (LDAR), data gaps and system errors aren’t just inconveniences, they are compliance risks. This is why the Customer Support team at LDARtools has built a reputation which goes far beyond typical “software support.”

What makes them the best in the business? It isn’t just their fast response times, but also a combination of “in-the-trenches” expertise and a culture valuing innovation as much as it values people.

 

1. They’ve Walked a Mile in Your Steel-Toes

LDARtools wasn’t built in a vacuum by people who have never seen a refinery. The company was founded on decades of field experience, and that DNA is woven into the customer support team. When you reach out, you’re talking to people who understand the frustration of a software glitch or a data syncing issue in the middle of a deadline. They don’t just read from a script; they provide practical, real-world solutions based on industry knowledge.

 

2. A Culture of Problem-Solvers

To get a job on the customer support and training team, applicants have to demonstrate more than just “tech-savviness.” They are vetted for their creativity and ability to think through complex logic. This ensures the person on the other end of the line is a natural problem solver understanding how digital ecosystems work together to solve environmental challenges.

 

3. Proactive, Not Just Reactive

While most teams wait for a ticket to be filed, the LDARtools team is often working for you while you sleep. By monitoring system performance and analyzing data trends, they can identify potential bottlenecks and push out software tweaks or updates before they impact your workflow.

 

4. A Suite of Support Resources

They’ve built an entire ecosystem to ensure you’re never left in the dark.

  1. Chateau Onboarding: Dedicated specialists who help migrate your data and customize your database structure for a seamless transition.
  2. The Knowledge Base: An extensive library of digital manuals, “how-to” videos, and FAQs available 24/7.
  3. Regulatory Alignment: A team that stays ahead of the curve, ensuring software updates will reflect the latest 2026 regulations when you are ready to implement them.

 

The Verdict

At the end of the day, a platform is only as good as the team standing behind it. Whether it’s providing a rapid solution over a call or updating Chateau to handle complex reporting requirements, LDARtools treats every support request like a mission-critical operation.

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Enhanced Support with Portal and Knowledge Base Overhaul

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To serve you better, we are thrilled to announce we have officially upgraded our support process and Knowledge Base, unifying both under one platform to provide an enhanced support system.

Previously, our ticketing system and Knowledge Base were separate entities, but with this new overhaul, you’re now able create a user account allowing you to view your submitted tickets, check their status in real-time, and see a history of your requests, all while seamlessly being able to search through our articles, announcements, and FAQs. You may also submit a request without an account, if needed.

With this change comes a refreshed look, improved structure, and more intuitive layout designed to help you find answers faster. Knowledge Base articles are now better organized and optimized for both desktop and mobile, simplifying your access to the information you need.

By consolidating these resources, we’re able to improve response times and deliver more accurate solutions, providing enhanced support to improve your experience with us here at LDARtools.

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A New Era for Field Mobility: Chateau Mobile for iOS is Here!

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We are excited to announce a major milestone in our mission to modernize leak detection: Chateau Mobile is now officially available on iOS.

For years, the industry has relied on ruggedized handhelds to manage complex LDAR workflows. While these tools remain the backbone of many programs, we recognize that flexibility and accessibility are paramount in today’s fast-paced environmental compliance landscape.

By bringing the power of Chateau to the iPhone and iPad, we’re putting world-class LDAR management into the hands of more technicians than ever before.

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Chateau Mobile Redesign!

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The updated Chateau Mobile application is now available. The redesign features a modernized interface, improved performance, and simplified field inspection workflows.

Redesign Highlights

Key features of the redesign include:

  • Improved filtering tools for managing components within a tour.

  • A simplified, faster, and more intuitive Post-Inspection workflow.

  • Add via Photo: Technicians can now take a photo of multiple components and quickly create and tag new components directly from the image.

  • Faster device registration with QR code scanning.

  • Increased performance across all devices.

  • iOS Support: Chateau Mobile is now available for iOS devices. Please note that Bluetooth analyzer connections are not currently supported on iOS. Users must manually enter PPM values for M21 inspections on iOS.

Performance Improvements

When compared to the previous version of Chateau Mobile, there are substantial speed improvements across the most frequently used handhelds:

New Training Material

Training resources for the new Chateau Mobile redesign are available. We recommend that you have your Technicians watch the applicable “What A Technician Needs to Know” tutorial video before installing the new App.

Updating Chateau Mobile (Google Play)

Depending on your Google account, Chateau Mobile may not automatically update. Please follow the steps below to update your handheld so you can take advantage of this redesign. Please check in your data before updating Chateau Mobile.

  1. In the Google Play Store, click the circular profile button in the upper-right portion of the screen.
  2. Select Manage Apps & Device.
  3. Under the Manage tab, filter by “Installed” and “Updates Available.”
  4. Click Update.
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Our Focus is on You!

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We have been hard at work this quarter, and we are excited to share a major milestone with our LDARtools community. We’re proud to announce that 19 of our 33 employees are now dedicated to our Chateau software. This significant shift in focus is a direct investment in the tools and support you as a user need to succeed.

 

We have always prided ourselves on providing the best possible support, and with this change, we are doubling down on that commitment.

 

Our current concentration of talent toward Chateau means more than just a number. It means faster updates, quicker answers to your questions, and an even more proactive approach to improving your experience. We believe that exceptional software isn’t just about what it does, but how well it’s supported, and with this increase in focus, we know we’ll be able to achieve just that.
Focus on Chateau
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Chateau Porches Webinar: Audit Smarter, Not Harder

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We’re excited to announce a special session with Corinne Johnson, who will be providing a deeper look into Chateau Porches.
In this webinar, Corinne will demonstrate how the Porches feature in LDARtools’ Chateau helps you streamline compliance, improve efficiency, and get the most out of your database.
Join her on Wednesday, October 15 at 1:00 pm CDT. For more information on this webinar, on any other questions, contact sales@ldartools.com.
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Introducing the New Probe Design: Tougher, Smarter, Field-Tested

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We’re excited to unveil the latest evolution in our probe lineup — a next-generation design that’s built to outperform and outlast.

  • Stronger Than Ever: Engineered with rugged materials, this probe is tougher and more durable than V2, making it ready for the harshest conditions.
  • Simplified Maintenance: Say goodbye to downtime. Our new design is easier to repair than previous models, with streamlined access to the sample tubing.
  • Field-tested and tech-approved, this model has already proven itself where it counts — in real-world use.

This is the probe you’ve been waiting for.

 
v3 Probes will begin shipping with new phx42s purchased after 7/15/25. If you currently have an older model and would like to upgrade, contact sales@ldartools.com. 

 

The future of durability is here.

Comparison of our new v3 probe and previous v2 model.

For repair procedures, scan below or click here.

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Expanding Our Partnership with ExxonMobil

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This quarter, we reached a significant milestone we’re incredibly proud of: officially onboarding our 16th Chateau database for ExxonMobil, further expanding our role as a trusted partner in their LDAR initiatives.

 

This milestone is a testament to the strong relationship we have built, and our unwavering commitment to providing a reliable, effective LDAR solution. Working with a company of ExxonMobil’s scale requires robust and scalable software, and we have proven time and again our Chateau platform is up to the challenge.

 

We understand the complexities of LDAR management for large-scale operations. Our team is dedicated to providing the support and expertise needed to ensure seamless integration and maximum efficiency. This achievement with ExxonMobil reinforces our position as the go-to provider for complex database solutions. We are excited to continue this partnership and help drive success for all our clients.
ExxonMobil
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Data Management Enhancements Improve Chateau’s Efficiency

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The latest updates to Chateau deliver a significant boost to data management efficiency and field workflow flexibility. By adding “Facility” and “Plant” columns to the Inspections grid, users managing complex, multi-site databases can now filter and group assets with ease.

 
The inspection process itself has been streamlined through back-end optimization, ensuring faster check-in and check-out speeds for teams on tight schedules, while the new Add to Tour button in the grid allows for the rapid creation of comparative monitoring or drift-correction tours. Operational capabilities have also expanded with the inclusion of “Survey” as an AVO Why and a powerful bulk OGI entry feature. Users can now select multiple components directly from the grid to log OGI inspections simultaneously, drastically reducing manual data entry.

 
Together, these data management enhancements transform Chateau into a more agile tool for large-scale compliance and facility oversight.

By adding Facility and Plant columns to the Inspections grid, users managing complex, multi-site databases can now filter and group assets with ease, making data management more efficient.

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SpanBox Lite 530 Price Reduction

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The SpanBox Lite 530 provides the same function as the now-retired Lite 510 model, but with the option of calibrating two additional phx42s.

At a time when price increases are becoming more common, a price reduction on a quality product is always a welcoming breath of fresh air. As of February 7, 2025, we have reduced the price of the SpanBox Lite 530 from $4,198.69 to $3,653.50. This reduction is a result of the recent retirement of the SpanBox Lite 510; compensation for reducing the number of products available in our SpanBox5 series.

Paired with our Cal5.0 software, the SpanBox Lite 530’s support for five calibration gases and up to three phx42s ensures you receive the same experience as with the Lite 510, but with the added convenience of being able to calibrate multiple phx42s.

For more information on the SpanBox5 and Cal5.0, please visit our SpanBox5 page, or contact our Sales team at sales@ldartools.com.

We here at LDARtools are standing by to help create an LDAR system that works for you, and as always, we appreciate your business.

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