Arecont Vision Enhances Support Capabilities With New Technical Assistance Center

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

  • Security Today Announces The Govies Government Security Award Winners for 2025

    Security Today is pleased to announce the 2025 winners in The Govies Government Security Awards. The awards honor outstanding government security products in a variety of categories. Read Now

  • Survey: 60 Percent of Organizations Using AI in IT Infrastructure

    Netwrix, a cybersecurity provider focused on data and identity threats, today announced the release of its annual global 2025 Cybersecurity Trends Report based on a global survey of 2,150 IT and security professionals from 121 countries. It reveals that 60% of organizations are already using artificial intelligence (AI) in their IT infrastructure and 30% are considering implementing AI. Read Now

  • New Research Reveals Global Video Surveillance Industry Perspectives on AI

    Axis Communications, the global industry leader in video surveillance, has released its latest research report, ‘The State of AI in Video Surveillance,’ which explores global industry perspectives on the use of AI in the security industry and beyond. The report reveals current attitudes on AI technologies thanks to in-depth interviews with AI experts from Axis’ global network and a comprehensive survey of more than 5,800 respondents, including distributors, channel partners, and end customers across 68 countries. The resulting insights cover AI integration and the opportunities and challenges that exist with regard to security, safety, business intelligence, and operational efficiency. Read Now

  • SIA Urges Tariff Relief for Security Industry Products

    Today, the Security Industry Association has sent a letter to U.S. Trade Representative Jamieson Greer and U.S. Secretary of Commerce Howard Lutnick requesting relief from tariffs for security industry products and asking that the Trump administration formulate a process that allows companies to apply for product-specific exemptions. The security industry is an important segment of the U.S. economy, contributing over $430 billion in total economic impact and supporting over 2.1 million jobs. Read Now

  • Report Shows Cybercriminals Continue Pivot to Stealthier Tactics

    IBM recently released the 2025 X-Force Threat Intelligence Index highlighting that cybercriminals continued to pivot to stealthier tactics, with lower-profile credential theft spiking, while ransomware attacks on enterprises declined. IBM X-Force observed an 84% increase in emails delivering infostealers in 2024 compared to the prior year, a method threat actors relied heavily on to scale identity attacks. Read Now

New Products

  • Luma x20

    Luma x20

    Snap One has announced its popular Luma x20 family of surveillance products now offers even greater security and privacy for home and business owners across the globe by giving them full control over integrators’ system access to view live and recorded video. According to Snap One Product Manager Derek Webb, the new “customer handoff” feature provides enhanced user control after initial installation, allowing the owners to have total privacy while also making it easy to reinstate integrator access when maintenance or assistance is required. This new feature is now available to all Luma x20 users globally. “The Luma x20 family of surveillance solutions provides excellent image and audio capture, and with the new customer handoff feature, it now offers absolute privacy for camera feeds and recordings,” Webb said. “With notifications and integrator access controlled through the powerful OvrC remote system management platform, it’s easy for integrators to give their clients full control of their footage and then to get temporary access from the client for any troubleshooting needs.”

  • 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.

  • QCS7230 System-on-Chip (SoC)

    QCS7230 System-on-Chip (SoC)

    The latest Qualcomm® Vision Intelligence Platform offers next-generation smart camera IoT solutions to improve safety and security across enterprises, cities and spaces. The Vision Intelligence Platform was expanded in March 2022 with the introduction of the QCS7230 System-on-Chip (SoC), which delivers superior artificial intelligence (AI) inferencing at the edge.