ProdataKey (PDK) is a cloud access control solution that has always prioritized the success of its dealer partners. That dedication is evident in its award-winning tech support. In today’s fast-paced world, robust tech support is crucial to any successful security integration business. PDK understands that and offers several tech support avenues, ensuring that integrators always have access to the help that they need. Here are five different types of PDK tech support you should know about.
1. Call-In Support
ProdataKey’s primary support channel is call-in support. Any integrator can call during regular business hours, 6 AM-6 PM, and find immediate, personalized help from PDK’s knowledgeable support team. The team strives to answer every call in 20 seconds or less, ensuring technicians can almost instantly find the guidance to resolve issues.
“We get a lot of comments from dealers saying, ‘I can’t believe you guys answered so quick,’ which is ultimately the goal,”
Jeremy Stokes, Tech Support Manager at PDK
In the event of a longer wait time, another option is to get a call back instead of waiting on hold.
Benefits:
Quick Assistance: The PDK Support Team is dedicated to answering calls as quickly as possible and is renowned in the industry for its service level.
Talk to an Expert: The support is highly trained in every aspect of the ProdataKey system and can assist with anything ranging from installation to programming to troubleshooting.
Find In-Depth Solutions: Integrators can call the support line for anything, but it’s most constructive for answering in-depth questions or troubleshooting. The call-in channel allows tech support personnel to ask questions to identify issues and provide comprehensive step-by-step instructions.
2. After-Hours Emergency Support
Security never takes a day off, which is why PDK offers after-hours emergency support to all certified partners. Even If an issue arises outside regular business hours, integrator partners can find 24/7 support by dialing the emergency extension line. Though rare, critical issues like a system failure or locking malfunction can leave properties vulnerable, so integrators need to be able to find immediate assistance. “We can work together to figure out exactly what is wrong and what needs to be done to get the system back up and running, which is a big deal if they’re in a panic situation,” explained Chase Rowberry, PDK Support Team Lead.
Benefits:
24/7 Availability: The PDK Support team works round the clock, ensuring that emergencies are addressed immediately.
Peace of Mind: Integrators and their customers can feel secure knowing that support is always available, no matter the time.
3. Knowledge Base
The ProdataKey Knowledge Base or online help center, available on support.pdk.io and mobile devices, is a treasure trove of information relating to all things PDK. It offers thousands of comprehensive how-to and what-are articles, including FAQs, troubleshooting tips, and hardware specifications, that dealers can use as resources at every stage of the installation. “We have a lot of dealers too who want to be as self-sufficient as possible, so the Knowledge Base gives them a secondary tool to do a little bit of digging and to try to understand the situation themselves before contacting support,” Chase pointed out.
Benefits:
Advanced Search Tool: Dealers can use the search tool to quickly filter through articles to find the answers they need.
Regular Updates: PDK updates the Online Help Center regularly, ensuring integrators always have access to the most recent information.
24/7 Access: Users can find instant solutions or simply explore all of PDK’s features anytime, day or night.
4. Chat Support
The PDK Chat Support line, available on the ProdataKey mobile app and website, is a direct line to the tech support team that operates just like live instant messaging. “Having all the different options for communication is beneficial for us and for our partners, so we can help them in whatever way they’re most comfortable with,” said Chase. The chat option is great for dealers who prefer written documentation or need a quick answer to simple questions. It may be helpful to have a paper trail or step-by-step instructions for later reference, though it’s best to call in for in-depth troubleshooting.
Benefits:
Convenience: Dealers can get instant help without making a phone call, which is ideal for multi-tasking or noisy work sites.
Documentation: Dealers can save chats as a paper trail for future use.
5. Learning Management System (LMS)
PDK is committed to supporting its partners and ensures they have ample tools to sell, install, and service PDK systems at the highest level. ProdataKey’s LMS is an online training platform designed to help partners enhance their knowledge and skills with PDK systems. It offers Access Control 101, Sales Training, and Technical Certification courses on-demand that dealers can complete on their schedule. Whether you’ve been installing for years or are brand new to the access control industry, the courses are a great way to refresh your knowledge or learn something new.
“It gives people a good, base-level understanding of access control and PDK, but doesn’t get so technical that it would be confusing for someone new,”
Jeromy Stokes
Benefits:
Train New Employees: The LMS is an effective tool to get new employees trained up on installing and configuring PDK systems, giving them more confidence on site.
Certification: Completing the training courses is the first step toward becoming a certified PDK partner and unlocking exclusive benefits.
On-Demand Learning: Courses are easy to follow and can be completed at your own pace.
General Tips for Getting the Most Out of PDK Support
Evaluate the Depth and Severity: It is important to evaluate the depth and severity of the situation to determine which support channel to use. If it is a quick compatibility question, it might be best to use instant chat, whereas calling will be more effective if you need help with in-depth troubleshooting.
Be Prepared: The PDK Support team recommends being prepared with relevant information to address the situation as quickly as possible. The more detailed information the dealer can provide, the less digging will be required, ultimately reducing the length of the call.
Important information to have ready: Cloud Node number, the current issue, and troubleshooting steps already taken.
ProdataKey’s unique approach to tech support ensures that their dealers can always find the help and tools they need to succeed. Whether through direct communication with the support team, using the Online Help Center, or taking advantage of the training programs, PDK provides effective resources to keep access control systems running smoothly, ultimately giving both end-users and integrators new confidence in their security.
