Verkada Speaks About 24/7 And Embedded Live Chat Support
While IPVM is critical of many Verkada practices, one we have found significantly beneficial is its highly atypical (for physical security) embedded live chat (see original 2020 report).
In this report, based on an interview with Verkada's Director of Technical Support, William Minch, we examine how Verkada uses its embedded support, how it compares to competitors (such as Eagle Eye, Meraki, Motorola/Avigilon, Rhombus), and more.
Executive *******
*******'* **/* **** ******** ******* ****** live ***** **** ******* ****** *** Verkada ******* ********, ******** ***-***** ** integrators ** ******* ******* ******** **** Verkada ******* ********* ****** * *** clicks. ************, ***** *** ***** ****** tokens **** *******'* **** *** ****** troubleshooting, ***** ****** **** ** *** / ****** ************* / ***** *** additional ****** ** *********** ** ********** troubleshooting *** ********* ** ***********.
******* **** **** **** *** ******** of *** ********* *** *** ******** support ****** **** *** ***** ******* option. ******* *********** *** ****** ******** of **** *******, ****** *********** ******** into ***** **** *******'* *******. *******, the ***-**** *** ** ***-** / choose ** ***** **** **** ***** integrators.
*******'* ******** ******* ** ****** **************, as **** *** ** ***** ***********, Arcules, ****** **** ******** **** *******, but ** ** *** **/* ** Verkada's **** **. ************, *******'* *********** (e.g., ******** ****, ***** ***, ******, Rhombus, ***.) ***** ***** ******** **** human **** *******. **** ****** ****** 24/7 ***** *******, *** **** ****** operate ***** * ****** ****** ** help ********, ***** ** ************* ******** to *******'* ******** ******* ********.
************, ******* *** *** ** *********** relationship *** *** ********** ****************** *** ******** ******** ********, *** assured **** ** ***** ***** **** ******** ***********.**, ****, ** *** *******'* *********** plan ** ***** * ******* ******* approach ******* ** ** ****, ** many **** ***** ****** / ******** support ** ********* ** ******** ****** relationships **** ***** *********** *************.
Verkada ******** ******* ********
*******'* ******** ******* ** ********* ****** the ******* ******* ********* *** *** expanded *** ********** ** **/* ** October ** ****, **** ********* ****** across ***** ******* ******** ** *** Director ** **** ******* *******:
** ***** ******* ** *** ********* 24 ***** * ***, ***** **** a ****, *** **** * **** as ** ******* ** ****. *** team ** ********* ******* ********* ** spread ****** ******* ** ******, ******, Australia *** *** *****, ***** ** how ** *** *** ******** ****** the *****.
Verkada ******** **. ******* ******** ****, ***** ***, ******, *** *******
******* ** *** **** ******* ********** that ****** ******** ******* ******** ** their ******** / ******* ******* ** Verkada, ****** *** *********** ***** *** competitively *******, ** **** ******* ****** to ******, ***-*** ***:
******* ** *** **** ******** ** offers **** **** ******** ** ***** Command ******** **/*, ** ***** *****:
****** **** ****** **/* ***** *******, but **** ** *** ***** ******** live ****:
******** **** *** **** **** ******* from ****** *:** ** *** ******* Friday *:** ** ***. ************, ***** is * **** ** ***** ******* site: "**** **** **** **** ******* for **** ***** ******** ** *** available ** **** ****.":
***** *** ****** ***** ******* ** chat ******* ** ***** ******* ****. Still, ***** ***'* **** ******* ** not ******** **** *** *** ***** VMS, **** *******'* ******* **, ******* users **** ***** / ******** ******** tabs ** **** / ****** ******* for *******:
******* ****** ******* ***** *** ***** to ****** *******. ****** ***** ******* team ******** **** ***-*** ***, **** do *** ***** * **** ******:
Verkada ********** **** ** ***
*******'* ******** ** **** ******* **** IPVM **** *** ******** ** ***** customers *** ******** *** **** ******* over ***** *******, ****** *** **** of ***, ** ** *******:
*** ******** ** *** ********* *** partners *** *** **** **** *** support **** ***** ******* **** *****. Why? ****** **** ** ***, * think ** ***** **** ** ******** preference ** ********* *** ******** ** a *** ** **********.
*** ********* ***** *** ********, ** they **** * *******, **** **** provides * ***** *** **** *** within ******* ** *********** ******** **** our ****. **** **** ** *** is ******** *** **** ***** *** Live **** ********.
** ******* *** ********** ** ****** using **** **** **** ******** **** time ** ***** ******* *** ******** of ***** ** ****** ***** *** phone.
Common ***: *************** ****** ************
******* ********** ***** **** **** ****** the ******* ************. *** **** ****** allows *********** ** ******* **** **** from *******'* ****, *** *** **** diagnose ******** ********, ******** *** *********** to ******** ***** ************ ***** *** Verkada **** ************* ****** ****** **** staying ** *** ***** ** ***** expands:
*** **** ***** *** **** **** is ********** ******* ** **** *** partners *** ***** *** ******* ************ of *******. ** ** ***** ***** up, **** *** ***** *** ** us ** ****, ******* ****'* ***** on, *** **'** ** **** ** immediately ***** ********** *** ******* **** our ***. ***** *** ******* ********** where ** *** *** *** ******** and ******* **** *********** **** *** fix **** **** **** -- ******* its * **** ** ** **** -- *** **** *** ******* *** disconnect *** ************** **** ** ********** the **** ** ***** ******* ***** we *** ** ****** **** ******* on *** **** **** ******** *******.
*********** ** ** ***** *** *****:
**** ***** **** **** ******* ******** to ***** **** ** ** *** phone **** ******** -- ****'** ******* back *** ****** ** **** ***** we *** ******* ** *** ********** for ****.
Compared ** *********** *******
***** ******* ********** *** ************* ** ability *** *** ********* / ******** to ******* **** ***** **** **/*, many ***** *********** ** *** ***** 24/7 ***** *******. ** ****, ***** integrators ** ********* **** **** ** troubleshoot ******* **** ******* **** *** manufacturers, ** ** ******; **** **** have ** ****** * ****** *** essentially ** ** *** ***** ** their *********** ***** *** ***** ** support *******.
********, **** *************' ********* ******* **** know **** **** **** *********** ***** the *************' *** *******. ***** *** certain ********** **** *********** ********** *****, but, ** *******, *** ************ **** know **** ****.
***** **** ***** ******** **** ** their *******, ******* *** **** *****-** directly ** ***** *******, ****** ** far ****** ** *** ******* ****** than ****** ** ******** * ************'* website.
Allows ******* **** ** *****-****, "**** *********"
***** ******* **** **** *** ** reduce *****-******* ** *** ********* **** the "**** *********" ** *** ******* engineer, *** **** ****** **** ***** them ** ** **** ********* **** their ******* ********'* ****, ** ***** expands:
** *** ** ****** ************ ****** support ***** ** **** ** ** can. ** ***'** * ********, *** have *** **** ********* ** *** technical ******* ******** ***'* ******* **** you.
**** **** ***** ** ** ****** things * ****** *** ****. *** example, ** ***** *** ********** ***** we're ******* ** *** ****** ** the ***** *** ** ** *********, to ***** *********, **** * ******, we *** **** ** ********** ** emails ** ****** ********* **** ** the **** ****. **** **** **** allow ** ** ** * ****** bit **** ********* **** *** ********* support ********'* ****.
Verkada ****** ***** ***** ******* **********
*** *********** ** ******** **** **** plus ******* ****** ****** *** ***** to ***** ***** ******* **** *******'* support **/**** **** **** ****** ** powerful:
**** *** ******* ****** ******, *** support **** ** **** ** *** what ********* *** ****** ** **, for *******, ******** **** *** *********** or ******** *** *******. ** ***** us ********** **** **** *** ****** of *** ******* ** *** ** we *** **** **** *************** ***, ultimately, ****** ***********.
**** ** **** ******* *** *** partners *** **********. ******* ***** *** certain ******, **** * ******* ************ problem, ** ***** **** ** **** to *** **** *** **** ** their *******. *** *******, **** * partner ** **********, ** *** **** them ** *** ** *** ****** is **** ** ***** ******* ********* and *** ***** *********, **** ** can **** ** *************** **** *** additional ********** **** ** ****.
Access ***** ****** **** ******* ********
***** ******** *******'* ******* ****** ****** to ****** *************** ** * ********* postive / ****** *******, ****** ****** to *****' ******* ******** ******** / privacy *****, ******* ********* **** ********** have ** ***** ******* (** *** support ****) **** ** ******* ****** access ** *** ***** ****** ** their *******.
**** *** * *********** ******* **** in **** / ****, **** ********* ******* **** ****, ******* *** ******** ** **** accessed ******* ******** ******** ******* **********. See******* **** ******* ********* ****** ** Any ****** ******* ******* *********.
** *** **** ********* **** ** 2024, ******* **** *** ********* ****** customer ********, *** ***** *** *******'* track ******, ******* ** **************.
Integrators **** **********, ******* *** ********** ********
*******'* ******* **** *** ******* **** requests ******** **** ***-*****, ***** ****** concerns ***** ******* *** *** **********. Verkada ********** ***** ****** ******** ** Case ******* **** *******, ***** ***** integrators ********** **** *****, ** ***** expands:
**'** **** *** ****** ******** **** visibility **** ******** *********** **** *** support **** *** **** *******. * customer *** ** ***-** ** **** details *** ****** ******* ** *** to ***** *********** **** ***** *******. But ** **** **, *** ******* has ********** **** *** **** ******, the ****** ** *** ****, *** the ******* ** *** ****. **** gives *** ******* ******* **** **** interactions **** *** ******** *** *** with *** **** ********.
**** ***** ***** ***** ********, ***** emphasized ** ** * *** *** "everyone" **** ******** *** ****** ** quickly ** ********:
** *** *** ** *** ***, we **** *** ******** ** ** successful, *** ** **** *** *** shared ********* ** ** ********** ***** the ******* ******* ****. ** **** our ********* **** ********, **'* * win *** ******** **** **'* ****** as ******* ** ********.
Verkada ******* **** ********* ******** **** ********* *** ********
* *** ******* ** ****** ******** and ********** ************* **** *******'* **** can ******* **** ** ***** ********** feedback. ***** ***** **** ** * benefit, ****** **** ***** **** ******* based ** **** ********:
* ** **** *** **** ** team ** ** ***** **** ********* and ******** ******* ** *** ** hear ***** **** ****** *** **** changes ** *** ******** *** ******** based ** ****.
***** ********* ** ******* ** ******* of **** **** ***** *** ****** codes ** ***** ********, ****** ******** more ******* ** *** ****** ** cameras:
* **** ******* ** *** ** incorporate ******** **** ******** *** ********* is **** ** ******* ****** *** codes *** ******* ****** * ****** ago. ******, ***** **** **** **** status *****, *** *** ** ***** was ******** ****, ***** ***** *** camera *** ** *** *********. *** it ****'* ************* **** *** ***** endpoint. ** ** ***** ** ******** 7 ** ** ********** ****** ***** that **** ** *********** ***** **: Does *** ****** **** ** ** address? ** ** ************* ** *** network? *** ** *********** **** *** gateway? ***** ***, ********** ****** *** codes ****** *** ******* *** ******** to **** * **** ** *** camera *** **** **** ******* ** to ****'* ***** ** **** *** camera ** **** **** (****** **** waiting ** ***** *** ** *******).
Outlook
***** **** ******* ****** ** *** superior ** ***** *******, *** **** Verkada ********* *** ******** *** **, we ******* **** ***** ******** ******** providers **** ****** ******** ** ******* to ******* **** ***, ***** *** risk ** ********** ******* ********.
** **** ** *********** ** *** if *** *** ***** ********* **** as ***** ***, ******, ********/********, *******, etc., *** ******** **** ****.
***** * **** ***** *********** ** quite * *** *******, *'* ******* as ** *** *** ****'* ******* Arcules ** * **********, ********** ***** they're *** **** ***** ***** ***** company **** ****** * **** **** function.
***** **#*,
****** *** *** *******. ** ******* a ******** ** *** ********** ********* in **** ******. *** ******* - offer ******** *******, ** ***** ***** ****. ** **** ** ******* **** / ***** **** ******* ******-****** *** to *** **, ** ***** ****:
* ** ******** ******* *** ** verify ***** ***** ** ********* *** embedded **** ******* ***, ** * believe ** **** **** ** **** with ***** ******* *****. * **** reply **** **** * *** **** verified.
****, ** *** ***** ** *** others, ********* *******, ** **** ***** similar *************.
******: ******* ****** ******** **** *******, but ** * **** ** ** first *******, ** ** * **-**** coverage, ******-******. * ********* **** **** Arcules, *** *** ********** ***** ***** their ***** ** *********, ***** ******** all ******* *********, ******** **** ***** embedded ****:
* **** ** ** ******* *******, but ******* ** **** **** * shot, *** ***** ****, ******* ** great *** ******* ** *******. ****** like *** ****, **** **** ** that ** *** ****** *** **** with *********, *** *** * ***** instantly. **** "*** **".
***** *******, **** ** ********, *** hours ** *** **** ***** **** and *****. ******** ** ********** ******** from ***** ** ******** ****/********. ******** is ********* ***** ** **** ** clean ***** ** *** ********* ** they *** ***** ** *** **** newer *********** **+ **** ****...********* **'** be *** ***** ** ***** *.*.
**** *** **** * *******, **** should **** ******* ******* **** **** Verkada ********.
**'* **** ** *** ******* ******* about ***** ********* ******* ** **** putting **** *** ***********. **** ******** sales ******** ****'* ******* *******. *** what ** * ****, *'* **** an *** ********. :)
******:
******* **** ********* * ******** ************ ******** ***** ******* ******* ******, ***** says ** ** ******* ******. *.*.,
**:
* **** ******* ** **** ***** what ***** ********* *** **** **** to **. **** ** **** * long **** *** ******* ** * fresh **** ** **** ** *** know ******** ******* ****** **. * disliked **** **** *** ********* ** well ******* ** *** *** ***** that ********** ****, *** ******** **** are ***** **** **** **** ******. Their **** ******* ** *****, **** documentation ** *** **'*, *** ******* release ****** ******** *** *************, **** effective **** *****, ***** ***** **, intuitive ********, ***** *** ****** **** all ** *** *******, ******* *** us ** ******* *** ******* ******** as **** ******* * ***** ****, and ** ** **** ***** **** to **** **** **** **** ***** us *** * **********. * **** what **** *** ***** ****** *** other ********* ** **** ** ***** game, ** *** *** ** **** want ***** *********** *** ***** *********.