Customer Support

FocusMicro believes that the way customers are treated will ultimately define a company's character. All FocusMicro employees, from the Accounting Department to the Shipping dock are 'Customer Service Representatives'. Every policy, procedure and protocol that we utilize is oriented towards supporting our customers. From meetings to hallway conversations, the phrase 'What best serves our customers?' can be heard as part of the decision making process.

We want our conduct and service offerings to consistently exceed our customers' expectations. And from what our customers tell us, that's exactly what we do. We deliver services that some companies have never heard of, let alone have implemented. We offer flexibility and adaptability in every facet of our organization, so that customers can organize their business relationship with FocusMicro in the most efficient manner for their systems and procedures. We are honest and open about charges and fees, so that customers know what to expect from the beginning.

Our Mission Statement speaks to this commitment: 'Every Customer Will Be Our Measure'. The level of satisfaction that each and every customer experiences in the partnership with FocusMicro will be the yardstick by which we will be judged.

FocusMicro's technical innovation and excellence has brought new tools and communication strategies to our customer support capabilities. Using FocusMicro's proprietary online project management tools, customers are able to access secure web pages established specifically to track the status of customer security projects. Regularly updated on a real-time basis, Project Management secure pages dramatically enhance the communication levels between FocusMicro and our customers, as well as between departments and groups within customer organizations.

FocusMicro Project Management web pages contain all of the pertinent tasks that are required to complete a customer's security project. Key milestones are quickly and easily identifiable. The current critical path for the project will be automatically calculated and displayed. Detailed notes from the Project Manager and other key members of the installation team will provide insight into the issues that affect the project and their resolution or mitigation of impact.

FocusMicro's customers range from small firms to large corporations. Throughout these organizations is a breadth of personnel that bridges the full spectrum of knowledge of security systems, technology, security protocols and security tactics and procedures.

FocusMicro's course curriculums provide a source of continuing education for security personnel: both technical and non-technical, from operators to senior management. Our customers rely on FocusMicro to provide state-of-the-art information that will educate, facilitate and enable their employees to deliver programs and strategies that support each company's Security Criteria.

Courses are taught either at FocusMicro's regional centers or at customers' sites. Classes can be focused either on a single individual or be tuned for the group class environment, depending upon the customer's requirements. On-Site Services

FocusMicro utilizes its own employee based teams to provide on-site services to our customers for equipment maintenance and repair, system installations, equipment upgrades, personnel training and security consultations. We refuse to compromise in any way our quality commitment to our customers by using subcontractors, contract employees or temporary staffing.

FocusMicro customers who need on-site assistance only need to make one phone call. When a FocusMicro support presence is required at the customer's site, all related equipment, components, tools and documentation will be scheduled and coordinated by FocusMicro Customer Service Representatives. In the event that other general contractors are required, FocusMicro will coordinate their activities, relieving our customers of as many of the detail and project management responsibilities as possible.

In the event that a mission critical event occurs, FocusMicro support staff can arrive at the customer site within 24 hours or less. Any equipment or parts that are required to resolve a situation will be delivered by overnight freight carriers or by courier. Whatever the situation; whenever it occurs; FocusMicro will deliver expertise and services that exceed our customers' expectations.

Even in the most stable and redundant of systems, issues and events can necessitate a security professional or factory support presence. However with the advanced technology utilized in today's CCTV, Intrusion Detection, Access Control, EAS and nearly all other systems, FocusMicro technical professionals have other options at their disposal.

Depending upon the equipment chosen for an installation and the features and options selected by the customer, security systems can be both polled remotely and initiate outbound status reports, warnings and alerts. These advanced features allow FocusMicro Customer Support Technicians to monitor, update and preemptively repair security systems from our regional centers.

Technicians can also verify and modify the configurations of integrated security systems. FocusMicro's remote access technologies provide technicians with the capabilities to verify alarm statuses, clear faults and reset panels.

FocusMicro's policy is to directly pass-through all carrier and material costs to our customers with only a nominal markup, and to only assess reasonable charges for handling of products and preparation for shipment. We know that customers do not like surprises or hidden costs in a business partnership. At FocusMicro, our goal is to exceed our customers' expectations.

Many companies preach customer support to their sales and service organizations. While this is a good philosophy to start with, FocusMicro knows that customer support should extend much further.

With "Every Customer Will Be Our Measure" as its primary precept, our Accounting department ensures that our services match exactly what our customers need. From electronic invoicing to scheduled billing, unique approval routings and regular customized reports, FocusMicro will provide each customer's accounting organization with the forms, information and reports necessary to make the financial aspect of the business relationship perfectly seamless.