SAFR offers Tier 3 support to direct 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.
To assist our resellers and integrators, SAFR offers certified reseller training programs that equip you with the knowledge you need to support your customers.
SAFR Support is offered through email at firstname.lastname@example.org 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.
Accessing the Web Portal
After submitting an email for the fist time, you will receive an activation email to complete your account Please use your corporate email. Non-corporate emails are automatically processed as SPAM. 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@example.com.
Tips on creating efficient support requests
Providing clear and complete information about your issue will expedite our response. In conrast, 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 new ticket, please collect the following:
- A clear and concise description of the problem
- Steps to reproduce the problem
- The expected result
- The actual result
- Any of the following if it will help to understand or reproduce the issue:
- Log files
- If its an intermittent problem, describe the frequency at which it occurs
- Computer/Device and Operating System
- Version of the SAFR Software
Using the web form will guide you in providing all this information.
Before submitting a support request, please search for an answer in the user documentation or knowledge base, both of which can be found on http://support.safr.com.