Support, Response Times and Uptime
VizPass support is reachable via in-app helpdesk, WhatsApp/phone, or email, staffed from Noida Monday to Saturday, 9:30–18:30 IST, with a same-working-day response promise for a stopped gate.
A gate that stops working is not an inconvenience — it is trucks idling outside, contract labour bunching up at the turnstile, and a security guard improvising with a notebook while everyone waits. What happens in the next hour, and whether the day's entries survive the outage at all, matters more than any feature list. This page is about that hour: how to reach us, how fast we answer, and what keeps your register intact when a tablet or the internet gives up.
What Happens When the Tablet or Internet Goes Down
VizPass runs on an Android tablet at the gate, and Indian plants know that power and connectivity are not guaranteed all day. The design assumes this will happen rather than pretending it won't.
- If the tablet or internet fails, the guard switches to paper and records entries for the gap — name, company, purpose, time in — exactly as before VizPass existed.
- Once the tablet or connection is back, someone types those paper entries into VizPass so the register stays complete.
- The register is not lost because the tablet is. A few hours of manual entries is a recoverable gap, not a missing day.
This is worth stating plainly because some vendors imply their app is the only record that exists. It isn't, and it shouldn't be — a gate register that depends entirely on one device with no fallback is a liability during exactly the situations (grid failure, a monsoon outage, a SIM card issue) that Indian sites deal with routinely.
How to Reach Us
There are three ways in, and they're built for different urgencies.
- In-app helpdesk — raise a ticket from inside VizPass under Support & Helpdesk, and track its status from the same screen. Every ticket is visible to the platform team, so nothing sits in someone's personal inbox.
- WhatsApp and phone — call or message +91 81304 68801 during support hours for anything that needs a quick back-and-forth, like a guard who can't log in or a tablet stuck on a blank screen.
- Email — write to sales@beyondboxai.com any time, including outside support hours; it's picked up first thing the next working day.
Support hours are Monday to Saturday, 9:30 to 18:30 IST. We don't run a 24×7 phone desk on the standard plans — if your gate goes down at 11 pm, the paper fallback above is what carries you until morning, and email reaches us regardless of the hour.
Response Times, Honestly
We aim to answer a stopped gate — the scenario where visitors or vehicles can't be logged at all — on the same working day. That's a working commitment, not a contractual SLA: the standard plans (see pricing for what's included at each tier) don't carry a guaranteed uptime percentage or penalty clause. If your organisation needs that in writing, enterprise terms can be agreed per contract, and that conversation is best had directly — you can book a walkthrough and raise it there.
We'd rather say this upfront than have a maintenance manager discover it during an actual outage. A same-day answer to a stopped gate is a real, meaningful bar for a visitor system used across a plant floor with contract labour turnover and multiple shifts; it is not the same promise as a data-centre SLA, and we won't dress it up as one.
Uptime and What We Do About Outages
A public status page shows current uptime and any ongoing or past incidents, so you're not dependent on someone at our end telling you things are fine — you can check yourself before calling. If a genuine outage is affecting the platform, it will show up there rather than being explained away on a support call.
Behind that, backups run daily and the last 14 are kept. That's a rolling two-week window of recovery points — enough to correct a bad sync or a data entry issue from a few days back without needing to reconstruct anything from paper. For how that storage and residency actually works, see Where VizPass Data Lives for the fuller picture, and note that any personal data collected at your gate — visitor names, phone numbers, vehicle numbers — is handled in line with the guidance from the Ministry of Electronics & IT on personal data processing in India.
Getting Started and Getting Help On-Site
Setup support isn't limited to a phone call. For plants in Noida, Greater Noida, Ghaziabad, Delhi, Gurugram and Faridabad, demo and go-live visits happen in person — someone from the team is at your gate for the first day. Everywhere else in India, the same walkthrough happens over a video call with a live gate on camera, so your guard is watching the same screen the support person is talking through.
- Go-live support across Delhi NCR is in person, on-site.
- Go-live support elsewhere in India is over video call, gate to gate.
- Either way, there's no separate charge for this — support is not billed on any plan, whether you're on the ₹4,999 or the ₹14,999 tier.
- A 7-day free trial on any Android tablet you already have means go-live support starts before you've paid anything.
For a 40-machine unit running two shifts with a security contractor's guards rotating weekly, this in-person or live-video start matters more than it might elsewhere — the person actually operating the tablet gets shown the workflow once, in context, rather than reading a manual. See how VizPass works end to end if you want the fuller gate-to-register picture before booking a slot.
What This Doesn't Cover
Being specific about limits is part of being useful. VizPass's support and status commitments are what's described above — same-working-day response aimed at stopped gates, a public status page, daily backups retaining 14 versions, and no charge for any of it. What isn't part of the standard offering:
- No 24×7 phone line — support hours are Monday to Saturday, 9:30 to 18:30 IST.
- No contractual uptime percentage or penalty-bearing SLA on the ₹4,999/₹9,999/₹14,999 plans; that exists only under enterprise terms agreed separately.
- No on-site demo or go-live visit outside Delhi NCR — those are handled over video call instead.
None of this is unusual for a SaaS gate system at this price point, but a maintenance manager evaluating VizPass against factory safety and compliance expectations — the kind outlined by DGFASLI for registers and access control — deserves to know exactly what's guaranteed and what's a working aim before signing up, not after the first outage. If your plant's compliance needs go beyond what's described here, that's a conversation for contact rather than a promise on this page.
Support, Response Times and Uptime FAQs
What happens to visitor entries if the gate tablet freezes during shift change, before support has fixed it?
The physical process at the gate doesn't stop — whatever backup your site already uses, whether that's a paper register or a supervisor manually waving trucks through, stays in place while the fault is being fixed; VizPass's job at that point is to get the tablet working again, not to replace your fallback. For a physically stuck gate or a tablet that won't respond, call or WhatsApp +91 81304 68801, since that channel is for anything urgent. If it's less urgent — say the tablet is up but behaving oddly — raise a ticket from inside VizPass under Support & Helpdesk instead; you can track its status from the same screen, and it stays visible to our platform team until it's closed, so it doesn't disappear into an email thread while fifty contractors are waiting. Once the tablet or router is back, whatever entries were logged manually during the gap can be entered into VizPass so the record stays complete. How your gate is set up in the first place — single tablet, backup device, or a shared login for guards — is covered under features, and it's worth reviewing that setup with us if freezes happen often at one particular gate.
Does VizPass guarantee a specific uptime percentage or SLA?
No, we don't publish a blanket uptime percentage, because a tablet's actual uptime on your floor depends partly on your site's power and Wi-Fi, not only on our software. What we commit to instead is how fast someone responds and through which channel: the in-app helpdesk for tracked, non-urgent tickets, WhatsApp or a call to +91 81304 68801 for anything urgent like a gate that's physically stuck, and email for anything that isn't an emergency. Response is handled by our own Noida-based team, not a shared call-centre queue, which is what actually determines how quickly a fault gets looked at rather than a percentage figure sitting on a page. If your site needs a formal support commitment written into a contract — for instance because procurement requires it — that's something we work out per account rather than promise generically here, and support terms can differ depending on the plan, which is covered under pricing. Worth raising this directly if a documented SLA is a requirement for your organisation before rollout, rather than assuming a default number applies.
Is support available on Sundays or during public holidays if a gate issue comes up?
Standard support hours run Monday to Saturday, so Sundays and public holidays fall outside the regular helpdesk window. For anything urgent on those days — a gate that's physically stuck, a tablet that won't come back at all — WhatsApp or a call to +91 81304 68801 is still the way to flag it, though it may get picked up when the next working day starts rather than immediately. The in-app helpdesk ticket can still be raised any time and will sit visible to our team until someone acts on it, so it's not lost even if it waits a day. This matters most for sites that don't actually stop on Sundays — a warehouse running weekend dispatch or a factory with a Sunday shift, the kind of operations described under use cases — where it's worth deciding in advance who manages the gate manually if a fault happens outside the covered hours, rather than assuming instant coverage on a day support isn't staffed for.
Will the same support person handle my ticket every time, or does it get passed to whoever's free?
There's no single dedicated account manager promised, but every ticket stays visible to the same Noida-based platform team until it's closed, so the context isn't lost even if a different person ends up replying. That's the point of raising it through the in-app helpdesk under Support & Helpdesk rather than over a phone call alone — the ticket, its history, and its status sit on one screen that the whole team can see, instead of living in one person's inbox or memory. For anything urgent, WhatsApp or a call to +91 81304 68801 gets a faster human response, and for non-urgent matters, email to sales@beyondboxai.com works too. What we can say plainly is that it's not a shared call-centre reading from a script — it's the same small team based out of our Noida office handling tickets across accounts. If you'd rather see how this actually works before committing, it's easier to walk through with someone directly via contact than to take it on faith from a page.
How is visitor and employee data collected at the gate handled — is it compliant with Indian data rules?
VizPass stores what you configure it to collect at the gate — typically name, photo, ID proof, and purpose of visit — inside the platform, visible to the admins your organisation has authorised, rather than on the tablet itself. What VizPass doesn't do here is claim a specific certification against a named data protection law; personal-data handling for any Indian workplace collecting visitor ID details is governed by rules set out by the Ministry of Electronics & IT, and it's worth checking your own obligations there directly at meity.gov.in rather than relying on a vendor's summary of them. Practically, your organisation remains the one responsible for deciding what gets collected, how long it's retained, and who can see it — VizPass's role is to give you the admin controls to enforce that decision consistently at every gate, rather than to make the compliance call on your behalf. If this is a specific concern for your site, it's a reasonable thing to raise before rollout so retention and access settings can be configured to match what your organisation has decided, rather than left at whatever the default happens to be.
Can VizPass's visitor and contractor logs be used for factory safety audits under DGFASLI norms?
The gate logs VizPass keeps — who entered, when, and for what stated purpose — can support a factory safety audit, but VizPass itself isn't built as a DGFASLI compliance tool and doesn't claim to satisfy any specific safety-register requirement on its own. What it does hold is a timestamped record of entries and exits per gate, along with any support tickets logged against that gate, which a safety officer can pull alongside whatever muster rolls or contractor registers your factory already maintains. What actually counts as adequate documentation for a factory safety audit — contractor limits, exposure records, and the rest — is set out by DGFASLI, and it's worth checking your specific obligations there directly at dgfasli.gov.in rather than assuming a visitor log covers it. If your site needs the VizPass records formatted a particular way to sit alongside those statutory registers, that's worth raising with us directly so the export matches what your auditor actually expects to see, instead of finding out at audit time that it doesn't.
Getting the first week right
Most support load in month one traces back to rollout, not the product. A go-live that skips a dry run with the actual gate — the actual router, the actual tablet mount, the actual shift pattern — surfaces problems on day one instead of during setup, when they're harder to fix under pressure. In Delhi NCR our go-live visits are in person; for a unit outside that radius, we do it over a video call with a live gate, walking the guard through the same steps we would on-site. Either way, treat go-live as a checklist, not a formality:
- Confirm the tablet's charger and mount are permanent, not borrowed from someone's desk.
- Test the Wi-Fi or SIM signal at the actual gate location, not from the security office twenty feet away.
- Walk at least one guard per shift through the flow once, including a non-English speaker if that's your reality on the floor.
- Note down who the plant-side point of contact is for tickets, so it isn't "whoever's near the tablet."
A rushed rollout across a multi-shift, multi-language security team is the single biggest driver of avoidable tickets in the first two weeks. Details of what the flow looks like once it's running are covered separately under how VizPass works.
What to actually watch, once it's running
Don't wait for a complaint to tell you something's wrong. Two things are worth checking on a routine basis, not just when a gate is stuck:
- The public status page, for uptime and any incident history — useful context before you call, and useful for your own audit trail.
- Ticket status inside the in-app helpdesk, especially for anything raised by a contract guard on a night shift, who may not follow up if it isn't resolved by morning.
Neither of these substitutes for calling us when a gate is physically stuck — that's still a phone or WhatsApp matter, not a dashboard one.
Where this does not fit
Two honest limits, stated plainly rather than buried in a contract:
- We don't offer 24×7 phone support on the standard plans. Support runs Monday to Saturday, 9:30 to 18:30 IST, and a gate issue outside those hours waits for the next working day unless it's an emergency reachable by WhatsApp.
- We don't carry a contractual uptime SLA on the standard plans. There's a public status page so you can see our actual record, but it isn't a penalty clause. If your plant genuinely runs three shifts and needs contracted response times, that's an enterprise conversation, agreed per contract, not something bundled into the ₹4,999/₹9,999/₹14,999 tiers on pricing.
If your gate never runs unattended and a next-working-day response is a real risk to safety compliance — the kind of thing DGFASLI inspectors would ask about — say so upfront during your trial, not after go-live.
A quick gut check before you commit
If your plant already has round-the-clock IT staff and a service desk with contracted response times, VizPass's support model will feel lighter than what you're used to — by design, since it's built for a security-and-gate use case, not an enterprise ITSM one. If that's a mismatch for your scale, it's worth knowing before the 7-day trial rather than after. For everything else — the features list, what we integrate with, and what a typical industries fit looks like — those are covered on their own pages.