Video Insight takes pride in its experienced US based technical support team. All team members have a thorough knowledge of our products and are familiar with common issues such as camera setup, network bandwidth considerations, and server setup. Our team members have an average of 4 years direct support experience with Video Insight solutions so you can depend on quick and insightful solutions to your technical support issues.
Video Insight offers four options for support, collectively called Service Insights. Service Insights Customer Care Program offers the highest level of coverage for the best value in the industry. A Service Insights support plan helps to ensure long-term operation of your Video Insight security solution by extending your resources with our team of professional security experts who provide remote diagnostics, technical support, software updates, and more.
Services vary by level, see offer matrix above for a list of services included in each level.
Customers will be entitled to all new software updates within their purchased version number. For example if a customer purchases Video Insight version4 they will be entitled to all intra-version releases (e.g.; V4.1-V4.9).
Unlimited Technical Support Normal Business Hours-
Customers will be entitled to unlimited telephone support during the life of their service agreement. Customers can call Video Insight’s customer care number during normal business hours for technical support.
Video Insight will provide support in returns of both Video Insight branded hardware as well as other manufacturer’s hardware, as long as it was purchased from Video Insight. This service provides the customer with a single point of contact for resolving any issue that may occur during the service period.
Customers will be entitled to all new software updates including new versions. This provides peace of mind that as the product evolves, customers will have access to the latest features and functionality.
Video Insight guarantees that customers leaving a voice mail on the customer care voice response system will receive a return call within one hour. If a Technical Support Engineer fails to return your call within the hour, you will receive a credit towards future Video Insight purchases.
Dedicated Technical Support Engineer-
Customers will be assigned a Technical Support Engineer (TSE) that will serve as their technical liaison for resolving issues and providing information about future software updates. The TSE will work with the customer to schedule and perform software updates and will provide monthly service reports to keep the customer informed on issues that have been resolved during the month.
Software Update Installation-
When new software versions are released the customer will be notified by their TSE who will schedule and install software updates via remote connection.
Proactive Health Monitoring-
Cameras and servers will be monitored for up/down status. Issues that are unable to be resolved in a reasonable amount of time will be reported to the customer. Video Insight will log in remotely once per day during normal business days to check operational status
Upon receiving notification of an off-line camera or server, A Video Insight technical support representative will attempt to remotely diagnose and resolve the issue.
Monthly Service Activity Report-
Service activity reports will provide information on the any service related activities experienced during the month and give a status on open and closed issues experienced during the service period.
Customers will receive unlimited training conducted at Video Insight’s corporate training center or via online webinar sessions. In addition, customers will receive one day of onsite training at their facility, not inclusive of any travel related fees incurred by Video Insight personnel conducting the training.
Video Insight will make every effort to quickly resolve issues remotely, however if an issue requires onsite service, Video Insight technical support will dispatch a service technician to site to make the necessary repair. If the issue is due to failed hardware, the technician will replace the hardware with a functioning unit provided the hardware was purchased from Video Insight and is under warranty during the time of the service call. Onsite support will be performed by our local integrator partners.
Extended Hardware Warranty-
Based on the contract, Video Insight can provide extended hardware warranty for all items purchased from Video Insight or our local integrator. Warranty items can include servers, cameras, and cabling.
Annual Onsite System Audit-
A Video Insight technical support engineer will come on site at least once a year and review camera and server effectiveness and make recommendations for improving system performance.
Please contact your sales associate if you have questions.