HAUPPAUGE, N.Y. — Vicon Industries Inc. has added pre- and post-sale support services to its service program. It is available for customers in the Americas and international clients serviced through Vicon’s U.S. headquarters.
As part of the program, Vicon has increased technical personnel by 50 percent to shorten the wait time for technical support. The company has also employed a new computerized service support system and ended support of obsolete products. A limited direct phone support will only be available to authorized dealers.
Clients can now schedule technical support sessions in advance to avoid waiting on the phone for assistance for long periods. Vicon engineers also provide on-site project supervision, system commissioning and training at a client’s location of choice.
The new professional services menu includes factory-direct system pre-configuration of network system components such as network cameras, encoders, NVRs, DVRs and workstations. The services include the configuration of network settings, camera titles and recording. It also allows pre-registration of all software licenses specific to the needs of the customer.
The new service program shows that Vicon recognizes issues from customers’ perspectives, Vicon Director of Customer Service Kenny Rohan says.
“A video management system is only as good as the company that supports it,” he says. “This program displays our commitment to delivering a consistently positive, hassle-free customer experience.”
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