🛠️ Partner Support Guide: How to Get Help for an Installation

If you're a certified partner working on an Acre Security installation and need assistance, our support team is here to help. To ensure we can resolve your issue quickly and efficiently, please follow the steps below when reaching out.

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📋 Step 1: Gather Key Information

Before contacting support, please have the following details ready:

• Product ID
  (You can find this on the device label or within the platform interface under "System Info")
• Customer Contact Details
  • Name
  • Phone number
  • Email
• Customer Location
  (Address or site name to help us identify the environment involved)

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📝 Step 2: Provide a Summary of the Installation

Include a brief description or installation summary, such as:

• System type (e.g., ACT365, DNA Fusion, PremiSys)
• Devices being installed (e.g., controllers, readers, printers)
• Any unusual network or environmental conditions
• Steps already completed
• Specific issue or question you're facing

This context helps our team pinpoint potential causes and deliver faster solutions.

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💬 Step 3: Choose a Support Channel

You can contact Acre Customer Support using any of the following methods:

🔵 Live Messaging

• Use the Live Chat feature available in the Help Portal or inside your ACT365 dashboard for real-time assistance.

📞 Call Us

• Reach our Customer Service Support Line during business hours.
• Local and regional support numbers are available in your Partner Portal.

📨 Submit a Request

• Visit our Help Portal and submit a new support ticket.
• Include all relevant details and attachments (e.g., photos, screenshots, log files).

📧 Email Us

• Send an email to [e-mail]
  (Include the subject line: "Partner Installation Support - [Site Name]")

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✅ What Happens Next?

Once your request is received:

1. A support agent will review your information.
2. You may be contacted for additional diagnostics or remote access.
3. Most installation-related issues are resolved within 1 business day.

For critical issues affecting live security operations, make sure to flag the request as URGENT when submitting.