SAFR offers Tier 3 support to certified resellers and Integrators of SAFR who in turn provide Tier 1 and Tier 2 support to their customers.  Definitions an examples of Tier 1, 2 and 3 support is provided in our Service Level Agreement at http://safr.com/sla.   If you are purchasing SAFR though a distributor or Physical Access Control Systems (PACS) company, please contact them directly.


TABLE OF CONTENTS

Training

To assist our resellers and integrators, SAFR offers certified reseller training programs that equip you with the knowledge you need to support your customers.   Resellers must be certified to access SAFR Support.  To enroll, please contact [email protected] or your SAFR account manager.

Submitting Requests

SAFR Support is offered through email at [email protected] or via the web at http://support.safr.com.  You will also find a searchable knowledge base and product documentation on our support website.  

It is recommended that you submit new support requests through the support website where you can provide data through a structured form which will speed up our ability to review and respond to your request.

Wether you submit a request via email or the web portal, a support ticket will be created.  You will receive an email containing a link to the ticket that you can use to check status or provide additional details.  You can get a list of all tickets at https://support.safr.com/support/tickets.

Accessing the Web Portal

Whether you submit a request via email or the web portal, a support ticket will be created.  You will receive an email confirmation of the new ticket.  Access to the portal is not required; you may continue to reply to the email to interact with the support team.

To obtain an account, send email to [email protected] requesting portal login and we will return an activation email.

Please use your corporate email.  Non-corporate emails are automatically processed as SPAM and no reply will be received.  

If you are not a direct Reseller or Integrator, we will reach out and redirect you to the appropriate Distributor or PACS.  If you are having issues activating your SAFR Helpdesk account or would like to request one, please email to [email protected].

Tips on creating efficient support requests

Providing clear and complete information about your issue will expedite our response.  In contrast, providing incompete information will slow down our response by requiring your support representative to go back and forth with the requestor collecting information needed for us to understand or reproduce and solve your problem.

Before submitting a support request, please search for an answer in the user documentation or knowledge base and review application logs for obvious issues.

Information to submit with issue report

  • Account Info
    • SAFR License Account ID
    • End User Company Name
    • Integrator Company Name
  • If high priority, add a statement of customer and business impact
  • A clear description of the problem
  • Steps to reproduce the problem.  Be complete!
  • The expected result
  • The actual result
  • Any of the following if it will help to understand or reproduce the issue:
    • Screenshots
    • Log files (agent may suggest log files depending on the issue reported)
  • If its an intermittent problem, describe the frequency at which it occurs
  • Computer/Device and Operating System
  • Version of the SAFR Software
  • Screenshots (if applicable):  Screenshots will not replace a good description of the problem.  But please include screenshots where they will improve in understanding of the issue.
  • Log files (if applicable): Paste recent log files.  If large, truncate to time period when issue exists.  Indicate time of the incident.  Attach log files or include small snippets into the ticket.
  • Performance issues: Provide information on computer specs, # cameras/readers, #people, #events/hours and screenshot of windows performance monitor showing CPU and GPU load.
  • Quality or Recognition issues: Include video or images that demonstrate the issue.  Include screenshots of application if helpful.

Using the web form will guide you in providing all this information.