Colombia. The manufacturer of video surveillance, audio and access control solutions inaugurated a telephone service that joins other supports.
Axis Communications is expanding the service provided to the brand's partners and customers in Colombia. The manufacturer inaugurated the technical support service by phone +57 138-197-55, which will complement the online service, both in Spanish. The new service will speed up the solution of technical problems, doubts and even offer recommendations for projects in a much more direct way.
The vast majority of cases are resolved immediately at the first contact. For cases that require opening a call, an Axis engineer responds within 24 hours. Simple cases, such as firmware localization, camera tuning, passwords, and the use of tools, are resolved, on average, in up to 3 business days. More complex cases, such as RMAs or apparent atypical operation of the product, have an average solution time of 10 business days.
"Phone support in Spanish is an alternative to online service and brings Axis even closer to our partners," says Sergio Fukushima, Axis technical manager for South America. "Our products, including cameras, speakers and video intercoms, have a very low failure rate. One of our clients, the municipality of Vicente López, in Argentina, which owns more than 800 Axis cameras, did not register any failures in its first 5 years. There are many other projects with hundreds of products that, in more than 3 years, never had failures. All our products are individually tested during assembly, most with a three-year warranty extendable to 5 years. Anyway, if you have any questions, we now have this telephone channel in the local language."
For Sergio Fukushima, the fact that Axis has a clear process of calls and generation of RMAs is a competitive differential since it guarantees the integrator and the customer all the peace of mind expected in the after-sales service. "Axis has rigorous criteria to guarantee the quality of its products. For Axis, it does not work, for example, an anti-vandalism camera classified as IK10 and that, when resisting blows of up to a ton, stops working. These internal processes are reflected in lower maintenance costs, less product downtime in the customer's installation, improved evaluation of the integrator with the customer, and greater loyalty to generate new sales in the future."
To give the customer more control over their network-connected devices, Axis offers Axis Device Manager, which is free. The tool allows you to manage devices easily, cheaply and safely. The system automatically alerts about the need for a firmware update, for example, avoiding future calls to technical support. Axis Device Manager also protects the system against unauthorized access attempts to devices.
As Axis products have a life expectancy of several years, the company is launching in the video surveillance sector a concept already known in the field of IT: Long-term Support (LTS). In practice, all products that are no longer available will have continuously updated firmwares to ensure protection against vulnerabilities. Customers can be assured of a protected system even if they use Axis cameras that have no longer been available for more than 10 years.
In addition to phone and Device Manager technical support, integrators also feature AXIS Site Designer, which makes it easy to design complete surveillance solutions for small and medium-sized installations. For free, the program allows integrators and installers to generate presentations with two-dimensional graphics of high visual impact so that customers know exactly what to expect from projects. The application has a selection of spreadsheets for common installation scenarios. A visual selector recommends cameras based on operating requirements such as recommended resolution, coverage and lighting conditions.
Now, the tool has even greater integration with AXIS Camera Station (ACS), with the option to generate a key after you have assembled the entire project that can be used in the ACS. In practice, configurations made during project design will be automatically exported to acS. Thus, the technician does not need to configure each camera individually. Ideal for use on tablets or laptops, the system works even without any wi-fi connection.
Telephone technical support +57 138-197-55 works during business hours in Bogotá.
