Support at S2 Security

Q and A about S2 Security’s Support Program

Michael H. Welles, COO of S2 Security

Support at S2 Security is a core company value. Michael Welles, COO at S2 Security, directs the Support program and comments on how it works.

Q: What services does S2 Support offer?

A: Our support offerings include warranty product support, consulting and professional services, and other assistance. We’re best known for answering the phone in the support department when integrators have questions, but we offer a broader range of services.

Q: How are support issues escalated?

A: The vast majority of calls are resolved very quickly, many on a single call. Sometimes we will offer to log into a system remotely or exchange data. If the issue cannot be resolved in support alone, the support engineer involves a software or hardware engineer.  I oversee the day to day support load, so urgent issues get urgent attention.

Q: What about product repairs?

A: Support oversees the handling of repairs. An effort is made to determine what failure led to the return of every component we get back. That data is then fed back to product development for continuous improvement on the product side.

Q: What is your long term goal in the support department?

A: We want to be known as the company with the best liked and most responsive support. Couple that with our products, and that’s what makes S2 Security a winner.

Q: How can I reach the support department?

A: Call the S2 Support Line at (508)663-2505 or email at support@s2sys.com.