How to Work with SCW Tech Support

There are several instances throughout this guide where we refer to SCW Technical Support. This page aims to instruct technicians on best practices when dealing with SCW Technical Support.

What to expect when you call Technical Support:

SCW Technical Support deals with all technical related calls for the company. From Mom-n-Pop Business systems to 100+ camera systems for major companies, schools, hotels and more!

SCW Support helps customers all over the world every day. We are excited to help! Please understand that we will rely on you to be our eyes and hands on site. Working together we hope to get you up and running quickly and efficiently. 

There are times that the phone system may ask you to leave a voicemail due to a high call volume at that time. Please leave us a message and we will return your call. 

Have this information handy before you call:

• Work Order Number

• Site Name

• Site Address

With every Install, SCW Support will be working with multiple systems. Having the information above will help us locate your current job. 

BENCHTEST before calling.

Most common issues are with cameras. When having an issue with a camera, the first thing Support will ask:

• Did you Bench-Test the camera with a pre-made patch cable?
  Bench-Test Equipment - SCW Certification Course - Confluence (atlassian.net)

This helps eliminate the cable as being the issue. It will also give you a chance to look at the ethernet port to see if there is any corrosion.

Bench testing must be completed before calling into Support.

• It may help prove that the camera and port are both functioning.

• Isolates the issue to the cable or terminations.