A field technician may be excellent at installation and service without seeing every EntraPass edition, controller generation, communications architecture, or migration problem often enough to solve it quickly. Remote escalation brings additional experience into the call while the dealer stays in control of the customer relationship.

01

Escalate after the basic checks

Remote help is most efficient when the dealer can clearly explain the symptom, system edition, controller model, timeline, and checks already completed. That context helps the remote technician avoid repeating work and focus on the next useful test.

02

Coordinate software and field work

Many access control problems cross boundaries: a setting in EntraPass, a network path managed by IT, and a physical controller at the door. A remote technician can review the system side while the field technician handles wiring, power, inputs, locks, and local indicators.

03

Support older customer environments

Legacy sites often contain years of operational knowledge. Remote support can help diagnose the existing system, protect the database, document the environment, and plan a staged transition instead of forcing every problem into an immediate replacement project.

04

Create a repeatable escalation path

A support plan gives a dealer a known number, known rates, and database protection for important customer environments. Gold removes emergency pricing; Diamond adds included hours and a unique support number.

Important: This guide provides general preparation and planning information. Exact procedures depend on the installed EntraPass version, system architecture, licensing, and site conditions. Back up the system and use version-specific official documentation before making changes.

REMOTE TECHNICAL SUPPORT

Work through it with a Kantech technician.

We support current and legacy systems worldwide, with live phone answer 24/7/365.