Long before an opportunity becomes a project the Customer Care team provides support to Architects, Engineers, and Security Consultants to strategize and carefully plan the multiple components in creating the converged entrance experience the end-user has envisioned.

Customer Care offers virtual or on-site pre-installation wiring reviews and coordinated Installation Day support. Customer Care guides your installation team through bolting down the pedestals, wiring, powering up, and commissioning. Service team certification training and end-user training are provided to ensure an efficient and successful installation.

Project Commissioning is another way Orion shines bright among its competitors. Each project is commissioned to ensure a quality and safe installation inspection that adheres to Orion’s strict installation guidelines to enable the 3-year factory warranty and ensures the quality product performance and experience Orion promises, and so many have come to expect and enjoy.

Orion requires that Technicians be Orion trained and certified to service Orion products. Ensuring that the end-user receives the best quality service, by knowledgeable technicians, together with Orion’s Customer Care Technical Support Team provides unparalleled customer service and support experience.

Orion offers lifetime time product technical support on all products through Orion trained and Certified Integrator Service Technicians and Orion End-User trained Certified Technicians. To help resolve any issues experienced, we offer Video Chat troubleshooting sessions as our primary means of support, also utilizing the Orion Infinity RLC and Diagnostic software with its industry-leading capabilities, and in coordination with an on-site spare parts inventory to help minimize lane downtime and get the diagnosed, resolved, and the lane back up and running quickly and efficiently.

MSA Plans – Orion Customer Care offers 3, 5, and 7 Star Level Support Plans. Contact our Customer Care Department today about Orion’s multi-level support plans, including unlimited Phone and Video Tech Support, Component Coverage, on-site parts inventory, factory-assisted preventative maintenance, priority phone support, on-site support and more.

Troubleshooting with an on-site spare parts kit helps mitigate lane downtime with a spare parts inventory that is pretested and ready to help diagnose and replace any critical component that would prevent a lane from functioning, should an issue arise. With the guidance of a Customer Care Tech Support Technician, any issue can be resolved in minutes instead of days and be back up and running in no time.