Tyco, the security brand of Johnson Controls, launches a new video support portal which offers a comprehensive and easy to use one-stop resource for installers, system integrators and distributors who may require technical support for American Dynamics and Illustra video solutions.

Visitors to the support portal are able to raise a support ticket for any product under warranty or use a Live Chat facility to instantly connect with a member of the video technical support team based at Tyco’s Centre of Excellence in Belfast. They are also able to participate in a Tyco video Q&A forum which provides the opportunity to share information with other customers, as well as register to receive regular product updates.

Premium video solutions

An easy to navigate technical library provides a wide range of support material

An easy to navigate technical library provides a wide range of support material, such as installation and user guides, knowledge articles, ‘how-to’ guides and technical advisory bulletins, in support of American Dynamics and Illustra cameras, recording solutions and Video Management Software (VMS).

We believe that our premium video solutions should be matched with premium pre and post sales support services,” said Peter Ainsworth, VP Customer Experience Security Products for Johnson Controls. “In this respect, the launch of the new Tyco video support portal, which follows on from the successful introduction of the Software House portal, represents a giant leap forward in terms of our efforts to streamline how our customers are able to efficiently access all of our technical support resources, either from a desktop PC or via a mobile App.”

Two-way exchange of files

The ability to raise a support ticket via the portal negates the need for customers to visit individual brand websites to report a troubleshooting issue or spend time queuing on telephone support lines.

The portal also provides a platform for a two-way exchange of files and directories

The portal also provides a platform for a two-way exchange of files and directories, which significantly enhances the ability of the Tyco support team to quickly diagnose and resolve any technical issues. Available in iOS and Android versions from the Apple App Store and Google Play Store, the free to download AD Support Portal mobile App enables users to access all the portal’s features via a smartphone or tablet.

Real-time sharing of files and images

When installed on an iOS device, the App offers a number of additional time saving and practical features. These include:

  • Live Chat: With Live Chat functionality available on the mobile App, as well as on a desktop PC, customers can trouble shoot video issues in real time via intercom with Tyco’s dedicated support team. Live chat and real-time sharing of files and images whilst an engineer is on site facilitates a quick diagnose and faster resolution of customer support issues.
  • QR Scanner: Installation and user guides can be quickly viewed by simply scanning the QR code on a product’s packaging.
  • Camera Configuration Tool: By simply entering a camera’s IP address, a systems integrator is able to conveniently configure or adjust the camera’s settings.

Highest level of technical support

We are confident customers will be impressed with the functionality and breadth of support currently available at support.americandynamics.com, regardless of whether they access it via a PC or mobile device,” said Peter Ainsworth.

However, this is only the start. Over the coming months, we will be looking to take on-board feedback from customers to ensure the portal meets their requirements and is continually improved. We will, for example, shortly be adding our exacq brand to the portal. This will enable customers to experience the same level of support for exacqVision NVRs and VMS that they are currently able to receive for American Dynamics and Illustra video solutions. It is all part of our mission to offer the highest possible level of technical support.”