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.
1. Network and Connectivity Requirements
A stable and high-speed internet connection is required. Make sure that connection is not shared via hot-spot or similar shared connections, as they are unstable and too slow for effective remote support.
2. Remote Access Software
Please ensure that the remote access tool is installed, updated, and tested before the session. 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.
3. Device and System Readiness
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
4. Support Eligibility and Policy
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.