Resources
Technical Assistance
Get help with camera configuration, alert troubleshooting, platform health, and on-premise deployment issues from the Axix technical support team.
Support channels
When you need help, we respond fast
- Email and ticket-based support for production deployments
- Remote diagnostics for camera connectivity and alert delivery
- Guidance on face enrollment quality and recognition accuracy
- SSIS controller integration troubleshooting
- Escalation path to Axix engineering for critical incidents
Common issues
Quick answers for operators
- Camera not connecting — verify stream URL and network VLAN
- Alerts not reaching mobile app — check guard credentials and area scope
- Face recognition accuracy — review enrollment photo quality and lighting
- Zone violations not firing — confirm whitelist and badge color assignment
- Storage planning for violation and tracking images
Enterprise SLA
Priority support for production facilities
- Enterprise tier includes priority response and SLA commitments
- Dedicated technical account contact for multi-site deployments
- Scheduled health checks after go-live
- Patch and upgrade guidance for on-premise installations
Self-service
Resolve issues before opening a ticket
- Platform health dashboard shows camera and service status
- Audit logs for every alert, check-in, and violation
- Camera health alerts with active and resolved tracking
- Manual test triggers for blocked person and intrusion alarms
Need more help?
Browse the full resource library, contact our team, or request a live demo of Axix Visual Intelligence.