Support Services
Technical support is included for the duration of the hardware warranty. Systems not installed or commissioned by Synapse or one of our Certified Synapse Partners may be subject to additional services changes.
Visit our Technical Help site HERE for assistance on Installation, Software Updates, and Additional Resources.
Quality Product Service
At Synapse, we take pride in the quality product support we offer our customers. As the company has continued to expand, so has our support model. It’s always been true that remote access to customer systems has allowed Synapse to assist customers much more efficiently. Along those same lines, remote access to a site’s lighting controls also provides several advantages to customers themselves. We want to encourage more of our customers to experience the benefits of having their system remotely accessible while also improving the quality of our service to those customers. As we advance, Synapse customer support will be categorized into three tiers:
1. Basic Warranty Support without remote access
Synapse will continue to offer free customer support for Synapse products within the terms of the product hardware warranties. Without remote access to a site, Synapse can answer general questions about Synapse products and provide basic troubleshooting recommendations. With Basic Warranty Support, customers may still return equipment to Synapse as part of a Return Material Authorization (RMA).
2. Advanced Warranty Support WITH remote access
- Customers who can provide Synapse remote access to their equipment (via Ethernet, WiFi, or cellular Internet connection) can rely on Synapse to provide additional technical support, including, but not limited to, Configuration review, advanced troubleshooting, alarm and audit log review, and commissioning guidance.
- If a customer’s Synapse equipment cannot be connected to a local Ethernet or WiFi Internet connection, Synapse can offer the customer access to a Synapse-owned cellular line with the purchase of a SimplySnap Cloud Remote Access subscription. Note that cellular service may not be available in all areas.
3. Additional paid services
Synapse can provide additional services to customers, but some services must be scheduled and purchased on a per-case basis. These services include, but are not limited to:
- Adding or replacing devices in a SimplySnap system
- Upgrading SimplySnap – SimplySnap software upgrades are still free (more info here), but if a customer would like Synapse to upgrade their equipment, that qualifies as a paid service.
- Reconfiguring SimplySnap to add new functionality
- Customer Training
For quotes for SimplySnap Cloud or additional services, please contact your Synapse Sales Representative or open a “Pre-Sales” support ticket at https://support.synapsewireless.com.
As a reminder, to contact Synapse support, either email support@synapsewireless.com or open a ticket with our web portal at https://support.synapsewireless.com/