Date icon25 July 2017

Ongoing support – How we can help you

Implementing a new access control system is no small step. Choose the right setup though, and you’ll be reaping the rewards in no time. TouchStar is committed to ensuring its customers get the most from their investments, and as part of that we offer a range of ongoing support through our online portal. Our job is in no way done once the initial installation is complete; we’ll be there by your side to prevent and fix problems, advise and update for as long as you need us. Below are just some of the ways we can help.

Documentation at the click of a button

With every security solution we provide comes a host of sales and technical documentation, designed to provide you and our engineers with all the vital details. So that you always have it to hand, our portal has a download section for these kinds of resources and more. For each product, you’ll find documents such as certificates of conformity, maintenance guides, installation manuals, datasheets and of course, user instructions. You’ll also find useful information on how to perform firmware upgrades so you can keep your system up to date at all times.

Answers to your questions

As easy as our systems are to use, you’ll no doubt have a few questions as you get to grips with yours. We’re always happy to chat but it may be that we don’t need to: we’ve published answers to the most common queries in our Frequently Asked Questions (FAQs) section. Here you’ll find handy information on barcode printing, operating system compatibility, report generation and more. If you don’t find the answers you’re looking for in the FAQs section, you can open a direct real-time dialogue with our expert support team via the LogMeInRescue portal – all it takes is a unique access code, obtainable from our helpdesk. Constant updates via Twitter Social media is about more than holiday photos and cat videos. We use Twitter as a way of updating customers on any changes in system status, and to provide additional support documentation whenever it becomes available. All it takes to stay abreast of the latest goings-on is a quick click on our profile’s ‘follow’ button, and you’ll soon start seeing updates in your feed. If you’d like to know as soon we post anything, it’s possible to enable notifications through the Twitter mobile app.

Dialogue and remote support

When you have issues with your system, or maintenance is required, it’s not always necessary for us to visit in person – we can achieve a surprising amount from a distance. Our TeamViewer QuickSupport application, which is downloadable via the access control portal, allows our support team to deliver remote control assistance, meaning they can take control of your system and troubleshoot issues quickly and efficiently, minimising disruption for your business.

TouchStar is truly committed not only to delivering the best possible access control solution for your business, but also to ensuring you get the most out of it for years to come. To find out more, get in touch today.