This article provides a short guide to SAFR Resellers and Integrators.


Introduction

SAFR interacts with two types of entitles

  • Reseller or Distributor - An organization that has entered into an agreement with SAFR to reseller one or more of its products. 
  • Integrator / Installer - An organization that purchased SAFR from a Distributor and is installing and supporting one or more SAFR products.


If you are a SAFR Reseller, you have already been introduced to SAFR's procedures for working with SAFR and the requirements for obtaining support.  If you an integrator who has purchased SAFR Products though one of SAFR's distributors, your should have received guidance on how to access SAFR software and support services.  If not, this guide provides  the needed information.  


Purchasing SAFR

SAFR is sold either directly to Resellers or through Distributors.  Both Resellers and Distributors enter in a Reseller/Distributor Agreement with RealNetworks.  If you do not have a Reseller Agreement with SAFR, you can still purchase though a Distributor.  Information on how to purchase SAFR for Resellers, Distributors and Integrators can be found in How do I purchase SAFR SCAN? and How do I purchase SAFR Surveillance Software?.


Creating SAFR Download Accounts

SAFR Download accounts provide the Integrator, Reseller or Distributor with the following:

  • Provide access to SAFR Software used with both SAFR Hardware Products (SCAN or Camera) or SAFR Software for use with 3rd Party cameras.
  • Grants either a Trial or Paid license used to activate SAFR Software
  • Provides access to other resources such as SAFR Documentation


Please see Create SAFR Download Account for details on the types of SAFR Accounts and creating a SAFR Accounts.


Documentation

SAFR Documentation is available at http://docs.real.com.  On the documentation portal, you will find the following products:

  • SAFR SCAN
  • SAFR Camera
  • SAFR Software for 3rd party cameras
  • SAFR VMS and Access Integrations
  • SAFR Tools

Please submit support request to SAFR Support Team if you have any trouble locating documentation for your product or feature.


Getting Support

Integrators are granted access to the same support options as Resellers. The support expectations for both the Integrator/Reseller and SAFR Support team are described in the SAFR SLA at http://safr.com/sla.   


SAFR offers support though the following channels

  • Email - Sending email to support@safr.com to submit a support request.  An Agent will respond and work with you to resolve your issue or identify the appropriate support channel.  In some cases, you may be directed to the Distributor.  See How to get support for more details.
  • Web - Tickets can be submitted to http://support.safr.com. This portal also allows tickets submitted by email or web can be tracked.  A login account is required.  To get access, send email to support@safr.com or see further details in How to get support.
  • Remote session - SAFR Support staff may suggest a remote session for issues. 


It is strongly preferred that SAFR Integrators and Resellers are certified before accessing SAFR Support.  SAFR offers free online self-paced certification for both its Access and Surveillance products. While exceptions can be made, please try to complete your SAFR Certification before you are required to deploy SAFR at a customer site.


SAFR Training

SAFR offers free online self-paced training.  Training is split into two types of tracks:

  • Pre-sales Training Tracks provide basic understanding sufficient to clearly explain SAFR's capabilities to your customers.
  • Certification Training Tracks provide in depth information to enbale you to deploy and support SAFR products.


SAFR offers Pre-sales and Certification Tracks for the following:

  • Access Control - SAFR SCAN Access Control Products covering both Hardware and Software
  • Surveillance - SAFR Surveillance Software for 3rd party cameras


Warranty Returns

Manufacturing defects of SAFR Hardware produts covered under SAFR Warranty are handled as described in SAFR SCAN Return Process.  At a high level, the process is as follows:

  1. Integrator or End User opens a support ticket with SAFR Support Team
  2. Once the issue is verified to be a manufacturing defect, the Distributor or Reseller submits an RMA Ticket with through the SAFR Support Portal