Remote Support Requirements and Best Practices

To ensure a smooth and efficient remote support experience, customers should meet the following technical and connectivity requirements before scheduling a session. These guidelines will help us resolve your issues faster.

A stable and internet connection with suficient bandiwdth to support remote desktop sharing is required.

A means of remote viewing is required.  Please ensure that the remote access tool is installed, updated, and tested before the session.  Both dedicated remote support tools or web meeting tools that allow screen sharing (and ideally ability to grant remote control) are acceptable.

Allowing remote control will often speed up the process.  SAFR Engineers will always talk through what they are doing on the system.

While we support industry-standard remote access tools such as Team Viewer, we advise against using free versions that have time limits or other restrictions and use of tools such as Microsoft Teams if they block ability to interact with elevated applications or free versions that grant only limited connection time.

Please ensure the following:

• All systems are accessible and if needed, staff to grant administrative access is available.
• Network connectivity has been enabled per What ports are required by SAFR
• Direct access is preferred (acessing server through intermediate PC can impede support effort)
• Credentials for all systems (SAFR Devices, Cameras, OS and Applications including access control system) should be readily available including 

We will always do our best to fix the issue for our customers, but we also reserve the right to decline or reschedule remote support sessions if the technical requirements are not met.