What to Gather Before a Kantech Support Call

01

Describe the impact

Explain what users or operators cannot do, which doors or sites are affected, when the issue began, and whether anything changed immediately beforehand. Include the exact error text or a screenshot when possible.

02

Identify the environment

Gather the EntraPass edition and version, server or workstation involved, controller model, affected site, and any known communications device between the server and controller.

• EntraPass Special, Corporate, or Global Edition
• Controller and communications device model numbers
• Approximate number of affected doors or sites
• Recent server, network, power, or programming changes
• Name of the authorized customer contact

03

Arrange the right people and access

Have an authorized user at the EntraPass computer, an onsite person who can safely view the affected hardware, and an IT contact available if the problem may involve networks, servers, permissions, or security software.

04

Know the pricing before the session

Scheduled support is $90/hour. Express/Emergency service requested with less than 24 hours’ notice is $120/hour. There is a 30-minute minimum, and time is rounded up to the next 30-minute block. A 30-minute deposit is collected by phone before service.