24/7 Technical Support and Account Management

NAV Service, Engineering, and Operational staff are on call 24/7.

24/7 Support includes:

• 24/7 Phone support with guaranteed 60-minute call back
• Diagnostics and troubleshooting
• Applicable service packs and hot fixes
  

NAV Technical Support Hotline

Dedicated NAV staff support during normal business hours.

Hotline Technical Support includes:

• 24/7 Phone support with guaranteed next business day call back
• Applicable service packs and hot fixes
• Diagnostics and troubleshooting
• System consultation and recommendations
• Operational and technical tips

Preventative Maintenance Agreement and Scheduled Maintenance Program

A Preventative Maintenance Inspection report is issued upon completion of the PMI outlining work completed and recommendations for system optimization.

The key preventative maintenance actions are outlined below:

Surveillance System and VMS Equipment

• System health check of all surveillance related equipment
• Physical and functional inspection of all servers, recorders, and workstations
• Check system for errors
• Verification that each recorder is properly displaying live and recorded video
• Clean each workstation and server for dust and debris
• Identify software mismatch and components requiring version upgrades
• Assist with technical problems and minor device adjustments as needed
• If applicable - check batteries and advise if replacement is required (batteries not included)
• Video Management System condition and recommended actions will be documented in the PMI report

IP and Analog Cameras

• Check cameras status
• Identify camera versions and units requiring updates
• Review for compliance with recent firmware updates
• Review camera cleanliness, settings, aim, and focus on a sample basis
• Check for proper bandwidth, resolution, and frame rate on critical gaming and cash-associated cameras
• Provide technicians with pointers and training on camera configurations and settings
• Assist with technical problems and minor device adjustments as needed
• Camera condition and recommended actions will be documented in the PMI report

Network Equipment

• Check logs for errors
• Verify uplinks for proper communication, configuration, and bandwidth utilization
• Visually inspect individual hardware components
• Check all software versions against manufacturer bug list and for upgrades
• Assist with corrective actions based on error logs as appropriate
• Assist with technical problems and minor device adjustments as needed
• Network condition and recommended actions will be documented in the PMI report

Access Control System 

• System health check of all access control related equipment
• Check system for errors
• Physical and functional inspection of all panels and boards
• Check batteries and advise if replacement is required (batteries not included)
• Verify alarm events report and log properly
• Assist with technical problems and minor device adjustments as needed
• Access control system condition and recommended actions will be documented in the PMI report

Mantrap and Release System Components

• Physical and functional inspection of all panels and locking components.
• Visually inspect magnetic locks and strikes and verify doors are locking and releasing properly
• Verify mantrap is function in accordance with the design and site procedure
• Visually inspect and verify subcomponents (audio, strobe, LED, release buttons etc.)
• Identify potential current, near future fixes, patches, and updates
• Routine system backup and housekeeping
• Assist with technical problems and minor device adjustments as needed
• Mantrap condition and recommended actions will be documented in the PMI report

Emergency on-site Response

During onsite visits NAV personnel will be available time-permitting to perform additional work at the request of the client. There will be no additional labor charge for these services provided that no additional on-site time is required.

Whether you are maintaining a surveillance system you inherited from a previous security integrator, or installing a new one, it is important to include regular preventative maintenance in your surveillance plan by partnering with a systems integrator experienced in gaming surveillance.

Our philosophy at NAV is to always provide fast, effective, and reliable service response. By performing regular preventative maintenance with trained service technicians, we can minimize system downtime and help prevent emergency and repeat service calls. Please contact your NAV representative to find out how a NAV Service and Maintenance Agreement can help you receive the maximum operational performance from your gaming security technology.