24/7 Service & Support
Issues have a real knack for occurring outside 9 AM and 5 PM in a given timezone, so technical support needs to be available whenever you need it. This is why we offer 24 hour, 7 days a week, 365 days a year technical support for your operators.
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24/7 Service & Support
With clients in over 50 different countries, we have built an international infrastructure to supply the services and support your team needs, when you need it most. Rest easily knowing that all our support and maintenance services are provided with your regulatory compliance standards in mind, to keep your operations running and up to code.
For support, log on to VOSP or contact VOTI Detection™ directly – either by phone at 1-844-413-9909 or email at support@votidetection.com.
Customer Support
We currently offer 3 levels of customer support, all featuring a round-the-clock global help desk from knowledgeable and experienced technical support staff.
- Level-1 Support Service available internally as a component of maintenance training.
- Level-2 Support Service supplied in country, through local VOTI-trained representative.
Our Level 1 and 2 support service offerings can be one-on-one of our technical staff, or your VotiUNIVERSITY™ trained staff. These 2 levels of diagnostic support identify the source of most errors, allowing for quick requisition of replacement parts or request for a system patch.
- Level-3 Support Service conducted by our service engineering team as the manufacturer.
Parts and Logistics Support
Replacement parts and servicing are essentially for safeguarding your investment in VOTI machines. Gone are the days of waiting days or weeks for costly imported parts to get your machine running again. You can count on us to have accessible spare parts and kits maintained locally to resolve issues quickly.
We also provide you with a list of recommended replacement and spare parts so you can opt to source and stock your own. Or you can take advantage of our forward stocking and customer shipping options. We let you decide what works best for your team.
If you’re tired of slow, lacklustre support reach out and find out more about the VOTI Detection™ difference.
Remote Diagnostics & Servicing
VOTI’s systems require far less maintenance and servicing than other scanners due to our simplified hardware setup, sophisticated software first design and proprietary BioSansTM operating system. We can diagnose and address issues remotely, often solving problems without ever having to send a technician.
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Remote Diagnostics & Servicing
Our x-ray security screening platforms require far less maintenance and servicing than competitors due to our simplified hardware setup, sophisticated software first design and proprietary BioSansTM operating system.
All VOTI Detection™ systems are equipped to allow our technical experts to diagnose and address issues remotely, resulting in less downtime and fewer idle machines waiting for repairs.
Remote Support Capabilities
Security is a universal concern requiring a global network. We have clients located in over 50 countries around the world and we’re committed to offering widespread after-sales support. To do this, we maintain an essential infrastructure needed to rapidly diagnose and solve issues remotely regardless of your location.
Our remote servicing teams can help you get your machine up and running as efficiently and quickly as having one of our technicians physically present.
Our BioSans™ OS features built-in remote accessing capabilities, so our technicians and experts are able to:
- Diagnose/Identify hardware and software issues.
- Repair software problems through customized patches developed by our engineers.
- Identify parts that may need to be replaced.
- Keep all systems and libraries up-to-date with regular system updates.
In the case of software issues, our engineers are usually able to provide a fix to you within a few hours.
VOSP - VOTI Online Service Portal
Manage all service requests, track the status of your warranty and order all necessary spare parts from our brand new web based platform.
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VOSP – VOTI Online Service Portal
VOTI Online Services Platform is our next generation web-based platform designed to provide our customers with a user friendly option to perform the following tasks:
- Place a service request (open a ticket)
- Check service ticket for updates in real-time
- Discuss/comment on service ticket
- Upload pictures/videos related to the service ticket
- Track sent parts
- View list of purchased scanners
- Monitor inventory
We’ve designed VOSP responsively, so you can log in from your computer or your mobile phone.
Log on to VOSP
Training
When you purchase a VOTI Detection™ security screening system, we offer customized training to help you and your team take full advantage of the benefits and performance regardless of the program you choose. Beyond specification sheets and user manuals, we know that offering on-site, online or in-class training will help your team operate and maintain our systems most effectively.
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Training
Training Benefits
- All trainings are conducted by VOTI experts, including local representatives.
- Full classrooms can be set up with BioSans™ OS installed for Operator Training.
- Documentation can be made available in English. We also frequently accommodate specific linguistic requests, so please get in touch if you’d like to discuss your needs.
VotiUNIVERSITY™
VotiUNIVERSITY™ offers multi-module courses delivered on-site, online using our BioSans™ OS software, or at a VOTI Detection™ location.
Each module is taught by highly trained and experienced professionals who tailor our courses to meet your organization’s security needs and realities.
Operator Training
The operator training program ensures your staff can confidently operate our systems. They will learn how to use VOTI security screening systems safely and to their greatest potential throughout their entire lifecycle.
The course is structured around detailed instruction and step-by-step demonstrations. Following completion, your staff will be able to independently conduct basic level 1 technical support for your own systems.
Maintenance & Troubleshooting Training
This comprehensive training course is the next level of operator training, providing your team with full-range maintenance, operation, prevention and calibration skills.
This course takes a thorough hands-on approach to give an in-depth understanding of VOTI products and their features. It also empowers your staff to provide basic level 1 and 2 technical support internally.
Supervisor/Administrator Module
The supervisor/administrator module is a specialized program that provides select staff with insight about additional user-privileges and how to navigate them.
This course is structured to include a basic operator section prior to delving deeper into supervisory system navigation controls. This will instruct them on targeting potential threats at a more advanced level with BioSans™ OS super-user controls.
Train-the-Trainer Program
This program was developed from the needs of our clients and distributors to transfer skills internally within the organization.
Following completion, your trainers will be able to share operational and technical knowledge throughout the organisation and between partners, if needed. We update and improve security system training skills, using successfully proven approaches and detailed guides, to support your team in their end-user training.
Aftercare and Support
In addition to our standard warranty, we offer several packages that are market responsive, ensuring that your screening systems are running smoothly and up to code. Each of our packages were developed to give you the flexibility to choose the services that serve your team best and provides the support needed to sustain effective security operations.
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Aftercare and Support
VotiSTART™
VotiSTART™ is designed as a fundamental launch program. We’ve built this program with different scenarios in mind in order to help install and commission your system and get it operational.
VotiSTART™ is designed as a fundamental launch program. We’ve built this program with different scenarios in mind in order to help install and commission your system and get it operational.
These scenarios include the conditions required for a first installation, or a recommissioning of our system when planning a move.
- Basic site survey
- Radiation survey
- Recalibration
- (Re)test the machine
In the event that you need to move your VOTI security screening system to another location, our technicians can ensure that the unit(s) are safe to operate.
VotiCARE™
VotiCARE™ features supplementary add-ons to your warranty and service package. Add-ons include such packages as:
- Maintenance support
- Annual preventative care (based on regional regulations)
- Emergency services
Each VotiCARE™ add-on can be further customized to your needs. For instance, our emergency services packages are based on your desired guaranteed response time from one of our field technicians or engineers based on your location and needs.
VotiEXTEND™
VotiEXTEND™ provides extended warranties on any of our systems to safeguard your equipment beyond our standard warranty. This option allows you to continue your chosen service package for an additional two to five years.
This service gives you the option to maintain your preferential servicing pricing based on your warranty package.
VotiOPTIONS™
VotiOPTIONS™ are all-in-one packages developed from the most requested VotiCARE™ options. These packages can be offered for two to five year terms, and combine system updates, routine on-site maintenance visits and more.
- Basic
- Plus
- Premium
As our most comprehensive packages, VotiOPTIONS™ allow you to choose a level of service and warranty duration that supports your security operations the best at the most competitive price.
Contact our representatives to find out how you can safeguard your VOTI Detection™ system.
Warranty
VOTI offers a standard one-year warranty on parts & factory labor for all our systems.
Our one-year manufacturer’s warranty is our guarantee that your VOTI security screening system is free of hardware and software defects.
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Warranty
VOTI offers a standard one-year warranty on parts & factory labor for all our systems.
Our one-year manufacturer’s warranty is our guarantee that your VOTI security screening system is free of hardware and software defects.
Our standard warranty includes access to our global client online portal, basic over-the-phone technical support, training, maintenance, and parts support. Never hesitate to get in touch with one of our service technicians – we are here to help!
In addition, we offer a range of extended warranties that can prolong your coverage for up to 5 years to meet your needs.
