Dealers- Scheduling Support for an On-site visit During Business Hours
We’re updating this article. Some screenshots or names may look older than what you see in the product.
Scheduling Support for an On-site visit during business hours
To correctly schedule on-site visit calls, Technical Support needs notice of at least 24 hours before the expected visit to schedule a call as on-site dealer calls can take up to several hours. In the email message, form submission or on a call to our support team we need the following information:
The best way to place a request for a scheduled call is to use the [email protected] email address with the above information, submit a form on the contact support page found on the FRONTSTEPS website (https://kb.frontsteps.com/s/contactsupport) or call and provide that information over the phone. Please visit this link and select an available timeslot that best suits your time schedule.
Before moving on-site, the technical support team expects the following has been done by the visiting tech:
To correctly schedule on-site visit calls, Technical Support needs notice of at least 24 hours before the expected visit to schedule a call as on-site dealer calls can take up to several hours. In the email message, form submission or on a call to our support team we need the following information:
-
- The name of the tech that will be on-site
- Valid contact information (at least one working number and one email address)
- The name of the company providing the on-site service
- The name of the community receiving the service visit
- The city and state of the community receiving the service visit
- A list of the issues being addressed (if multiple components are being installed, we need information on quantity, type, and if this is a new installation or a replacement/repair of existing hardware)
- How much time the tech will have on-site to resolve each issue
The best way to place a request for a scheduled call is to use the [email protected] email address with the above information, submit a form on the contact support page found on the FRONTSTEPS website (https://kb.frontsteps.com/s/contactsupport) or call and provide that information over the phone. Please visit this link and select an available timeslot that best suits your time schedule.
Before moving on-site, the technical support team expects the following has been done by the visiting tech:
- The tech has performed basic troubleshooting techniques such as:
- Checking the relevant hardware has power
- Checking relevant hardware has a working network connection
- Checking peripherals are firmly connected to a computer
- Reading the manual for suggested troubleshooting actions
- They know where each component is located on-site and full access to address any issues.
- Techs should have an access device (card, key fob, RFID transponder etc.) to test any part of the credentialed access system or a pass to test any part of the visitor management system.
- The tech should bring the correct equipment for troubleshooting installed hardware issues in the FRONSTEPS dwelling ecosystem:
- Laptop with ethernet port
- For standalone barcode scanners (scan kiosks), a monitor, USB mouse and USB keyboard are necessary
- 10 ft CAT 6 cable
- Multi-meter
- Test credentials, if access control
- Spare component(s) for troubleshooting