Support

LENSEC World-Class Customer Support

LENSEC is committed to providing the best support experience possible for our customers – security integration partners selling and installing Perspective VMS®. This begins with our promise to provide an intuitive and logical user experience within our PVMS software applications. It continues with certification procedures and best practice implementations for our technicians and physical security specialist teams. And, it is realized with our industry-best support tools for end-users. It’s our aim to meet our number one goal for our organization, which is: Providing our customers with the highest level of quality and support to meet their individual needs. In support of our expanding customer community, LENSEC’s customer service team has adopted a policy of continuous self-evaluation and improvement. We are constantly integrating the feedback from our customers into the service process. With the development of active monitoring, our customer service team has the ability to continually perform real-time diagnostics on customer physical security systems. Receiving notification within moments of a trouble event, we utilize advanced diagnostic techniques to ensure quick resolution on all technical issues.

Based on the proven foundation of our customer response management tools, LENSEC’s policies enable our staff to access, track, escalate and resolve issues from anywhere in the world. Automated escalation rules have been defined to route any high priority issues directly to higher tier support staff.

You can rely on LENSEC to deliver not only leading software solutions but also peace of mind with proactive monitoring, technical support, and system maintenance to ensure the highest reliability and success of LENSEC systems.

LENSEC’s Service & Support Center continually monitors and updates client surveillance systems to ensure the following:

All cameras and servers checked regularly
Issues serviced remotely and solved promptly
Automatic PVMS software updates
Yearly server replacement program
Reporting availability
On-site service and support
Standard and extended warranties available

LENSEC Customer Support

LENSEC is committed to providing the best possible support experience for the partners and customers who sell, install, and rely on SMOC, Perspective VMS®, and the full LENSEC product suite. That commitment starts with an intuitive, logical user experience across our software, and continues through certification procedures and best practice implementation for our technicians and physical security specialist teams. Our primary goal is to meet each customer’s needs with a level of support tailored to their requirements.

As our customer community grows, LENSEC’s support team maintains a policy of continuous self-evaluation and improvement, incorporating customer feedback directly into the service process. Active monitoring allows our team to run real-time diagnostics on customer physical security systems, so issues are identified early.

Our customer response management tools let LENSEC staff access, track, escalate, and resolve issues from anywhere in the world. Automated escalation rules route high-priority issues directly to higher-tier support staff.

Based on the proven foundation of our customer response management tools, LENSEC’s policies enable our staff to access, track, escalate, and resolve issues from anywhere in the world. Automated escalation rules have been defined to route any high-priority issues directly to higher-tier support staff.

LENSEC’s Service & Support Center continually monitors and updates client surveillance systems to ensure the following:

Support

LENSEC World-Class Customer Support

LENSEC Customer Support

All cameras and servers are checked regularly

Issues serviced remotely and solved promptly

Automatic PVMS software updates

Reporting availability

On-site service and support

Standard and extended warranties available

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