Remote support · NYC and tri-state

Not every fix needs a visit. Remote support for security systems.

New user cards, a firewall rule, camera settings, Wi-Fi tuning or a software restart. Many changes can be done remotely, without waiting for a visit. When it can be done remotely, we offer it. When it cannot, we tell you.

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WHAT DO YOU NEED CHANGED? 6 patterns

REMOTE · ADD OR REMOVE USERS

SYSTEMS INVOLVED

Cameras Access Intercom Cabling Network AV

A new hire needs a card, someone who left needs to be removed, or a lost fob needs replacing. Done in the admin software once we have remote access.

FIRST STEP

Remote access to your admin software.

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All patterns 06

REMOTE · 01 / ADD OR REMOVE USERS

Add or remove users

A new hire needs a card, someone who left needs to be removed, or a lost fob needs replacing. Done in the admin software once we have remote access.

FIRST STEP

Remote access to your admin software.

REMOTE · 02 / FIREWALL OR ROUTER CHANGE

Firewall or router change

A new port rule, a VPN user, a policy change or an address reservation, on a managed firewall or router.

FIRST STEP

VPN or the vendor cloud console.

REMOTE · 03 / CAMERA SETTINGS

Camera settings

Motion settings, retention, re-registering the phone app, user permissions, or firmware on systems that allow it.

FIRST STEP

Admin access to the recorder or video platform.

REMOTE · 04 / WI-FI TUNING

Wi-Fi tuning

Channel and power changes, network names, VLANs and guest Wi-Fi, through the cloud consoles of the common business brands.

FIRST STEP

Access to the wireless controller.

REMOTE · 05 / SOFTWARE WILL NOT RUN

Software will not run

Restarting a service, checking the database, or restoring a backup on an on-site system we can reach by VPN.

FIRST STEP

VPN access to the server.

REMOTE · 06 / CHECK BEFORE A VISIT

Check before a visit

You call with a problem and we check the system remotely first. Often we find the fix without a visit. If a visit is needed, the check saves time on site.

FIRST STEP

A remote look at the system.

Licensed and insuredNYC low-voltage licensed, fully insured

No open accessNothing left connected after the session

Same-day when it mattersOften same-day for quick changes

Written summaryWhat changed, when and why

What still needs a visit 05

When we still come out.

Not everything can be done remotely. Here is what still needs someone on site.

Hardware failures

Dead cameras, failed locks, broken readers, dead switches and bad cables need hands on site.

CamerasAccessNetwork

First-time setup

Before we can support a system we do not know, we visit once to document it, recover admin access and set up secure remote access.

Network

Hardware testing

Testing a cable, measuring PoE power, inspecting a damaged camera or checking a mic all need someone there.

CablingAV

Bricked devices

Some firmware recovery needs a console cable plugged into the device.

Network

New rooms or doors

A new conference room, camera area or controlled door is designed and set up on site. Changes after that can be remote.

AVAccess

Set it up once

Remote support starts with one visit.

For a system we have not worked on, we visit once to document it, recover admin access and set up secure remote access. After that, quick changes are a phone call and a remote session.

Call 212-347-5400 Text us what you need changed

Know your systemsBrand and model, if you have them.

Find any loginsAdmin or cloud account details help.

Pick a contactSomeone who can confirm changes on your end.

How remote access works

Secure, with your permission, and closed when we finish.

Remote support works on systems we did not install too, once we have documented them and set up access.

Systems we support remotely

Each hub below covers that system in detail.

Security cameras Access control Intercoms Structured cabling Networking Audio and video

How we connect

Through the vendor admin console with your authorization, a VPN through your own firewall, or a short screen-share session. We do not leave access open after the session.

Vendor consolesYour VPNScreen shareClosed after use

Repair or replace

Remote when it works. A visit when it does not.

Done remotely

Settings, users and software changes, usually confirmed with you on the phone as we go.

Needs a visit

Anything physical: hardware, cables, testing, or a new room or door. We tell you up front.

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The repair visit 04

How a remote session goes.

Four steps, usually one call and one session.

Phone triage

You describe the issue and we decide together whether it can be done remotely. If yes, we schedule a session, often the same day.

Secure connection

Through the vendor console, your VPN, or a short screen share, with your permission.

Fix and confirm

We make the change, check it works, and you confirm it from your end.

Written summary

What changed, when and why, for your records.

WHO WE HELP

Property managersBuilding ownersCo-op and condo boardsOffice managersIT directorsHomeowners

Frequent questions 05

Remote support FAQ.

Is remote support cheaper than a visit?

Usually, because there is no trip. We tell you the cost before the session.

Is remote access secure?

Yes, when done right. We use the vendor admin console with your authorization, a VPN through your own firewall, or a short screen share. We do not install always-on access or leave anything open after the session.

Can you support a system you have never worked on?

For most issues we first need one visit to document the system and set up remote access. After that, ongoing changes can be remote.

How fast can you do a remote session?

Often the same day, and faster for urgent needs when remote access is already set up. Call 212-347-5400 for a window.

What if it turns out to need a visit?

We tell you right away, and the remote check usually means the visit is shorter because we already know what to bring.

Skip the wait