Remote IT support lets us connect to a computer on your network and fix the problem while you watch, with no site visit and no waiting for a truck. It is open to businesses that are not on a managed service plan with us, and it is also how we handle the software side of the systems we install: recorders, access control controllers, switches and business Wi-Fi.
What We Support Remotely
Most of what goes wrong on a commercial low-voltage system is configuration, not hardware, and configuration can be fixed from here. We remote in to:
- Recorders and camera software. NVR and recorder settings, retention and schedule changes, user accounts, remote viewing setup, and firmware on Hanwha Vision, UniFi Protect, Uniview and Ajax systems.
- Access control platforms. Credential and schedule changes, adding or removing users, door group edits and reader troubleshooting on PDK, Brivo and UniFi Access.
- Network gear. Switch and VLAN configuration, PoE budget problems, business Wi-Fi tuning, and the separation between staff, guest and camera traffic.
- Restaurant and POS networks. Connectivity troubleshooting on Toast POS networks and the switching behind them.
- Workstations. General PC troubleshooting for businesses without an internal IT team, including printing, mail client and connectivity issues.
How a Remote Session Works
Contact us and a technician will walk you through starting the session. You stay at the machine for the whole session and can end it at any time.
Submit a Ticket
Submitting a ticket lets us log, route and expedite your request, which is the better route for anything that is not urgent. If you do not know your user name or password, contact us for a reset.
Contact Support by Phone
You can also reach us by phone to request support, and we will tell you whether the issue is something we can resolve remotely or whether it needs a technician on site.
When Remote Support Is Not Enough
Cabling faults, dead cameras, failed drives, damaged readers and anything that needs hands on the hardware require a site visit. Our own technicians cover Pittsburgh and the surrounding counties from our headquarters in Harmony, Butler County, and eastern Pennsylvania from our Lancaster office, with crews working across Pennsylvania, Ohio and West Virginia. See our service areas for the full list of cities.
Covered Support Instead of Per-Incident
If you would rather not call in each issue separately, our service agreements fold remote support in alongside scheduled on-site system checks, covered repairs and the firmware cycle on the systems we install. Agreement holders use this page between visits rather than as a first point of contact.
Not sure which route you need? Get in touch and we will point you to the right one. If the underlying problem is the network rather than the machine, our commercial network consulting covers switching, business-class Wi-Fi and camera networks.