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

  • AI to Help Resolve Non-Emergency Calls Across Utah and Decrease 911 Caller Wait Times

    The Utah Communications Authority (UCA), which oversees the state’s next generation 911 technology services, recently announced that public safety answering points (PSAPs) throughout the state plan to implement Motorola Solutions’ Virtual Response technology to automate the receipt and resolution of 10-digit non-emergency line calls in Utah with the help of AI. Read Now

  • Report Reveals Local Governments Face Surge in Ransomware Attacks with Minimal Resources

    KnowBe4, the cybersecurity platform that comprehensively addresses human risk management, recently released new research highlighting the critical cybersecurity challenges facing state, local, tribal, and territorial (SLTT) governments. The report details how government organizations have become prime targets for cybercriminals while simultaneously facing severe resource constraints. Read Now

  • Video Surveillance Trends to Watch

    With more organizations adding newer capabilities to their surveillance systems, it’s always important to remember the “basics” of system configuration and deployment, as well as the topline benefits of continually emerging technologies like AI and the cloud. Read Now

  • New Report Reveals Top Trends Transforming Access Controller Technology

    Mercury Security, a provider in access control hardware and open platform solutions, has published its Trends in Access Controllers Report, based on a survey of over 450 security professionals across North America and Europe. The findings highlight the controller’s vital role in a physical access control system (PACS), where the device not only enforces access policies but also connects with readers to verify user credentials—ranging from ID badges to biometrics and mobile identities. With 72% of respondents identifying the controller as a critical or important factor in PACS design, the report underscores how the choice of controller platform has become a strategic decision for today’s security leaders. Read Now

  • Overwhelming Majority of CISOs Anticipate Surge in Cyber Attacks Over the Next Three Years

    An overwhelming 98% of chief information security officers (CISOs) expect a surge in cyber attacks over the next three years as organizations face an increasingly complex and artificial intelligence (AI)-driven digital threat landscape. This is according to new research conducted among 300 CISOs, chief information officers (CIOs), and senior IT professionals by CSC1, the leading provider of enterprise-class domain and domain name system (DNS) security. Read Now

Most   Popular

New Products

  • Unified VMS

    AxxonSoft introduces version 2.0 of the Axxon One VMS. The new release features integrations with various physical security systems, making Axxon One a unified VMS. Other enhancements include new AI video analytics and intelligent search functions, hardened cybersecurity, usability and performance improvements, and expanded cloud capabilities

  • A8V MIND

    A8V MIND

    Hexagon’s Geosystems presents a portable version of its Accur8vision detection system. A rugged all-in-one solution, the A8V MIND (Mobile Intrusion Detection) is designed to provide flexible protection of critical outdoor infrastructure and objects. Hexagon’s Accur8vision is a volumetric detection system that employs LiDAR technology to safeguard entire areas. Whenever it detects movement in a specified zone, it automatically differentiates a threat from a nonthreat, and immediately notifies security staff if necessary. Person detection is carried out within a radius of 80 meters from this device. Connected remotely via a portable computer device, it enables remote surveillance and does not depend on security staff patrolling the area.

  • FEP GameChanger

    FEP GameChanger

    Paige Datacom Solutions Introduces Important and Innovative Cabling Products GameChanger Cable, a proven and patented solution that significantly exceeds the reach of traditional category cable will now have a FEP/FEP construction.