Nicky Gunakan
Technical Support Manager
Dahua Technology USA is committed to providing best-in-class customer support as part of our overall service. Leveraging our Technical Support team’s Dahua product knowledge and years of experience in the industry combined with a customer-first communication channel creates the best possible environment to ensure that our customers get the solutions they need in an efficient and reliable manner.
Our Technical Support team operates on several key tenets to ensure we provide the best possible support right now, and that we improve our performance over time.
Multi-Tier Support
Dahua Technical Support provides multi-tier support for our wide range of products, meaning we can assist with everything from simple issues such as device setup and password recovery, to more complex issues involving large scale installations and multi-device integration. Our Technical Support team is staffed with agents trained with a range of skill sets and product expertise equipped to handle the range and volume of inbound and outbound queries.
If your issue is not immediately resolvable, it can be escalated to higher levels of Technical Support for review and continued support. This extends to our Sales Department as well as our Software and Engineering teams. We will bring the right people to the problem, and we won’t stop until we understand and fix it. We know that in this industry every installation has some distinctive characteristics. That is why, our Technical Support team emphasizes flexibility in every stage of the product support cycle. Our teams continually learn new product knowledge and engage in training that covers our entire product portfolio so that our Technical Support engineers can serve as a useful resource to customers who may have pre-sales questions about products or potential integrations. We believe this is essential to developing trust and strong relationships with customers.
Your Time is Valuable
Our agents are trained to provide both quick and thorough technical support. We understand that your time is valuable so we strive to maintain low or even zero wait times for our support phone line during business hours. Support is also available via Email, which can assist in basic troubleshooting and we follow up during business hours if required. Additionally the DahuaWiki (www.DahuaWiki.com) serves as a vital resource for Dahua products, offering a range of How-To articles and videos, firmware downloads, and Dahua product information that is always available whenever you need it.
Our Technical Support team is also available to assist on Saturday for your last minute job completion.
Help Us, Help You
Dahua’s technical support agents can assist with Dahua devices of any type at any stage in the process, from initial setup to troubleshooting issues with devices that have already been installed. The key to our troubleshooting approach is combining our team’s expert product knowledge with emphasis on customer communication. You can help us help you by being ready to provide to your first point of contact in the Technical Support team these two pieces of information:
- Product model (or Serial Number)
- Brief description of issue
With these pieces of information your Technical Support case will be created and we will start on the path to a solution. Our team has a range of tools at their disposal, including remote assistance when required to directly view the issue and immediately begin to diagnose and work on a solution (carrying your laptop to the jobsite can be very helpful for this purpose).
Our technical support experts are committed problem solvers. We will continue to engage and investigate your issue until a satisfactory solution is reached. We do understand that in some situations an issue can be hardware based or impossible to solve remotely, which is why we also offer an extensive product warranty, which our Technical Support agents will assist with when necessary by managing the return / RMA process.
Dahua Technical Support continually strives to provide our customers with a level of direct quality support so that our products and services are the solutions you need for efficient and effective security. It is our goal to be, and be known as, the most responsive customer service operation in the industry. It’s all about ensuring that our customers feel secure and supported when using Dahua products.