License plate reader software and hardware are powerful technology solutions, but to get the most out of them you need the right customer and tech support.
Especially when it comes to law enforcement and protecting your community, it’s critical that your ALPR systems provider is in tune with your needs from a tech support standpoint.
Here are four tech support questions you must ask before choosing an ALPR system provider:
1. What changes have you made to your tech support based on customer feedback?
If the ALPR systems provider isn’t readily able to answer this question, you might want to consider whether the provider is putting the customer experience at the forefront of its decision-making.
When customer feedback makes sense (and it often does, since customers have the most relevant feedback), a good provider will find a way to fulfill the needs of those using the system every day.
2. Do you have a comprehensive warranty program?
Look for an extensive warranty program. As long as you remain under warranty, you’ll receive software updates and upgrades for the solution you’ve purchased. You should not have to pay an additional cost every time an upgrade happens.
Likewise, you should only be responsible for the cost of a technician when you require technical assistance with completing an update or upgrade. Look for a warranty program that features levels of customer support depending on your needs.
3. Do you offer different warranty plans for software versus hardware?
Supporting hardware and software are two entirely different situations. With software, a system upgrade or update is done through configuration and requires no additional equipment.
With hardware, even the best-built products have occasional issues that require a repair or replacement. These issues could lead to costly service bills unless your service provider offers the proper warranty coverage.
What should you look for? The ALPR provider should cover the software portion of the solution indefinitely, while a typical hardware warranty plan would cover the first four years.
4. What else do you get from a warranty plan in terms of technical support for your ALPR system?
The ALPR provider you choose should feature a 24/7 help desk for system service and support. Also, it should provide technical training and installation to ensure the system is running properly and your users are confident about working with the system.
In the end, you want to feel like the ALPR system provider cares as much about helping you protect your community as your agency does. You want a partnership with a common goal to keep the system running at its best every day and in every situation.
Ready to speak with an ALPR system provider that offers reliable resolutions through ongoing IT support?