Service & Support Print E-mail

The service and ongoing support we provide our clients is the responsibility of our Professional Services Group. This group is tasked with providing the highest level of customer support in the industry. We understand that the service and support we provide after the initial project is the most important aspect of our business. While we do provide response to traditional “on demand” system service, most clients have a custom support program that covers preventative maintenance, software support and upgrades, annual training, help desk access, and may include partial system administrator outsourcing. Please check out the area of this site dedicated to Professional Services for more information.

Entrance Controls guarantees a 30 minute response via phone for all service requests. Depending on the support contract in force, on-time response can be as short as 60 minutes. Entrance Controls leverages the help desk module of our ES2000 ERP software to track and resolve all calls, with history available by customer, location, device, and even by service technician. Our goal is to provide the highest quality support available. The key elements to this support include:

• Quick response to “on demand” requests
• Highly trained staff
• Access to historical information
• Excellent communication with client
• Clear and accurate billings

Every visit to the client location is followed up with a brief client satisfaction survey. The client survey provides constant feedback of our performance, and we post the results on this website.
 

Professional Services Group

Entrance Controls staffs a separate Professional Services Group. This group includes applications specialists, IT professionals, and field technicians trained and certified in our core products. They are dedicated to our service and support effort. This ensures a timely and professional response.

Sales and Service

Entrance Controls guarantees a 30 minute response via phone for all service requests. Depending on the support contract in force, on-time response can be as short as 60 minutes. Entrance Controls leverages the help desk module of our ES2000 ERP software to track and resolve all calls, with history available by customer, location, device, and even by service technician. Our goal is to provide the highest quality support available.
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