Arecont Vision Enhances Support Capabilities With New Technical Assistance Center

  • Sep 28, 2015

Arecont Vision has announced the opening of the new Technical Assistance Center (TAC) to further enhance the company’s award-winning support services. 

Customer satisfaction surveys conducted by Arecont Vision in the first half of 2015 indicated extremely high ratings for product quality and support. These findings were confirmed independently according to a survey of systems integrators conducted by Security Sales and Integration (SSI) magazine.  Arecont Vision subsequently received the SSI Stellar Service Award for Customer Service at the 2015 Electronic Security Expo (ESX) in Baltimore, MD.

“We established Arecont Vision’s Technical Assistance Center to better assist systems integrators and dealers with system design, implementation, and post-installation support,” said Scott Schafer, executive vice president, Arecont Vision.  “This further enhances our proven and industry-recognized ability to provide best-in-class technical support for our customers.”

The Arecont Vision TAC delivers live and on-line support for the company’s industry-leading megapixel cameras that are deployed around the world in a wide range of mission-critical and general surveillance applications. Arecont Vision has invested in new management, additional technical representatives, and new online services as part of the new TAC support initiative which is built on four primary operating principles:

  • Ownership – The TAC provides “Cradle to Grave” support for each individual request for assistance and the creation of a support ticket.  A technical representative is responsible for each support ticket from creation through to resolution.
  • Timeliness – All support tickets are managed to ensure that open issues are escalated and resolved in a timely manner.
  • Responsiveness – Notification is issued whenever the status of a support ticket is updated by the TAC team.
  • Convenience – Support tickets may be opened, updated, and status-checked online 24/7 using the TAC secure support portal. 

The Arecont Vision TAC is ready to assist with support issues around the clock. This is provided securely through a user-friendly, self-service web portal to open new support tickets or check the status of existing ones. Email alerts are available for those who require instant updates to their support ticket status from creation through to closing.  Software and firmware downloads and tools for Arecont Vision cameras also available online.

Operating in conjunction with the TAC are several other Arecont Vision  teams:

  • Inside Sales personnel provide expert sales support to customers and resellers seeking megapixel camera solutions, sales and technical materials, pricing, and project registration.             
  • Field Application Engineers provide megapixel camera system design assistance, implementation guidance, and pre-installation help for Arecont Vision® products. The TAC also calls upon the resources of the FAE team for on-site post-installation assistance as needed. 
  • When an issue involves video management system software or other technology integrated into the video surveillance solution, the Arecont Vision Technology Partner Program team is engaged. The team’s MegaLab™ facility is able to duplicate real-world environments for problem identification and resolution. The Technology Partner Program team is also engaged with certified technology partners to quickly escalate and resolve support issues.

Arecont Vision also provides the Advanced RMA Replacement program.  Product replacements can be requested online or by contacting the TAC.

 

Featured

  • Tradeshow Work Can Be Fun

    While at ISC West last week, I ran into numerous friends and associates all of which was a pleasant experience. The first question always seemed to be, “How many does this make for you?” Read Now

    • Industry Events
    • ISC West

  • New Report Says 1 in 5 SMBs Would Be Forced to Shutter After Successful Cyberattack

    Small and medium-sized businesses (SMBs) play a crucial role in the U.S. economy, making up 99.9% of all businesses and contributing to half of the nation's GDP. However, these vital economic growth drivers face an escalating threat—cyberattacks that could put them out of business. Read Now

  • The Yellow Brick Road

    The road to and throughout Wednesday's and Thursday's ISC West was crowded but it was amazing. Read Now

    • Industry Events
    • ISC West

  • An Inside Look From Napco at ISC West

    Get a look into the excitement at ISC West 2025 from Napco. Hear from some of their top-tech executives live from the show floor. Read Now

    • Industry Events
    • ISC West

  • Upping the Ante

    I am not a betting man in terms of cards, dice, blackjack or that wheel with the black marble racing around the circumference of a spinning wheel, but I would bet on the success of ISC West this year. Read Now

    • Industry Events
    • ISC West
Most   Popular

New Products

  • Connect ONE’s powerful cloud-hosted management platform provides the means to tailor lockdowns and emergency mass notifications throughout a facility – while simultaneously alerting occupants to hazards or next steps, like evacuation.

    Connect ONE®

    Connect ONE’s powerful cloud-hosted management platform provides the means to tailor lockdowns and emergency mass notifications throughout a facility – while simultaneously alerting occupants to hazards or next steps, like evacuation.

  • Automatic Systems V07

    Automatic Systems V07

    Automatic Systems, an industry-leading manufacturer of pedestrian and vehicle secure entrance control access systems, is pleased to announce the release of its groundbreaking V07 software. The V07 software update is designed specifically to address cybersecurity concerns and will ensure the integrity and confidentiality of Automatic Systems applications. With the new V07 software, updates will be delivered by means of an encrypted file.

  • HD2055 Modular Barricade

    Delta Scientific’s electric HD2055 modular shallow foundation barricade is tested to ASTM M50/P1 with negative penetration from the vehicle upon impact. With a shallow foundation of only 24 inches, the HD2055 can be installed without worrying about buried power lines and other below grade obstructions. The modular make-up of the barrier also allows you to cover wider roadways by adding additional modules to the system. The HD2055 boasts an Emergency Fast Operation of 1.5 seconds giving the guard ample time to deploy under a high threat situation.