Customer Tells Integrator: Figure it out; Open Options Sales to the Rescue

An integrator received an anxious phone call from an end-user customer who needed a “custom report” to be developed before an upcoming security audit. He required the custom report that would automatically deactivate cards not used after 45 days. The deadline to deliver this “custom” solution was extremely tight.

To make matters worse, the end-user customer had no budgetary funds available to pay for customer development. Nonetheless, the customer told the integrator to “figure it out”.

When our integrator realized the challenge he was up against, he made the call to the one source of consistent sales support for access control -- the Sales team at Open Options. The message was simply: Help! 

The response from Open Options was typically helpful and completely unanticipated. 

“Once our integrator reached out for help, it was explained that what the customer assumed would be a custom report with potential development fee, was actually an inherent feature already built into DNA Fusion,” said Scot Sturges, sales manager at Open Options. “We explained the feature to the integrator and the end-user then engaged Open Options Tech Support to assist with the installation.”

No custom development was needed. Indeed, the feature already conveniently existed in DNA Fusion. The customer got the functionality that they wanted within the timeframe needed. Open Options was ahead of the game, proactively anticipating what different customers may want for access control.

“The customer had this feature set up and running on the same day that the supposed ‘custom report’ request was made,” added Sturges. “This example goes to show that among the biggest assets that Open Options shares with partners and customers is communication.”

Failure to Launch Led Tech Support to Hit the “Shrink Command”

Administrators at a school in the southern region of the U.S. were stressing out over the failure of its access control system to launch. The dealer had attempted multiple times to restore the access control on campus but was not able to get the system up and running. Desperate, they needed expert technical help. They made the call to Open Options Tech Support.

“They explained they were not able to get DNA Fusion to launch and the site had been having issues for a long while,” said Nic Robran, Technical Support Manager, Open Options. “They got connected with our Tech Support supervisor Zack, who immediately took steps to get remoted into their system, so he could jump on the problem.”

The Open Options Tech Support expert diagnosed the issue rapidly: the DNA driver could not start because not only was the system hard drive full, but the DNA Fusion database was full as well. The first action he took was to address the large database size to free up room on the system drive. He noticed the transaction log was sitting at 188GB as SQL was set to full recovery and the limit was not set on the transaction log, which allowed it to balloon to that size.

He set the recovery mode to simple, limited the transaction log to prevent overgrowth, and then he executed the shrink command via SQL on the log files. This reduced it down to just 16MB, which gave much more free space on the system drive. He then got them set up for archiving, which also assists in keeping the database from getting too large.

“His actions and settings allowed the DNA driver to start, and they were able to launch DNA Fusion,” explained Robran. “Since those settings were not set correctly, that is why they had been having ongoing issues with DNA Fusion. Zack’s SQL expertise groomed their system to be more efficient and will prevent them from having further issues with database overgrowth.”

After he completed his configuration changes, he added more value for the customer at the school by creating a backup of their database. He increased the functionality and reliability of DNA Fusion as well as increased PC resources available to ensure, going forward, the system would not get bogged down.

Open Options Training Takes a Bite of the Big Apple

To kick off the new year, the Training department of Open Options was in a New York state of mind when they headed to the city that never sleeps to provide training on DNA Fusion for a customer who was considering Open Options’ market-leading access control solution to over 350 locations across the state of New York.

“They felt they would benefit tremendously by obtaining a deeper understanding of the system’s functionality,” said Sherinda Barrow, Director of Education Services at Open Options.  “The site is an integration between Open Options and ISONAS. The system user was interested in learning more to assist them with developing a firm foundation that consisted of best practices combined with a solid understanding of the system.”

The system users applied the training to standardize the functionality of the system, using the best practices that were established in the class. After the training, the customer realized that they could accomplish numerous tasks within the DNA Fusion application to support their various facilities.

Feedback from participants in the training class was positive. “I learned a lot of useful things during this course,” said one user. “Most training classes are boring, but I really enjoyed this training from Open Options.”

This training class in New York was the culmination of multiple training sessions, starting with a WebEx session with five system users before the implementation of the system. They were so pleased with the system that they turned one of their facilities into a live test environment.  Subsequently, the test went extremely well, leading to the widespread rollout.  At every major stage, equipping the system users through training was a key to success.

Integrator Realizes Value of Professional Services for Access that Connects

An integrator had the challenge to convert the access control in a building with 12 doors and two elevators in a short window of time but did not have the experience with DNA Fusion that is needed to make the conversion successful. Instead of risking missteps, misunderstandings and delays, the integrator called Professional Services at Open Options to supplement and support their work.

The project was to convert an existing PremiSys system to DNA Fusion for an improvement in access control. The integrator had not set up the original access control system, so they were not familiar with how the doors and windows were hooked up. But Open Options Professional Services demonstrated its expertise in access control to recognize how the hardware from the old system was being utilized and how it needed to be replicated in DNA Fusion.

Before the Professional Services technician even went on site at the end-user location, he obtained a copy of the PremiSys database from the integrator and began converting as much of the database as possible. He was able to import the customer’s existing hardware. He was also able to get access levels and elevator information, along with cardholder information, converted to a DNA Fusion database. In brief, he was able to install the state-of-the-art Open Options software and attach the converted database for the customer to review.

Once on site, the Open Options technician worked with the integrator collaboratively to bring all the hardware and doors online in DNA Fusion, moving the end-user’s access control software away from their old system. “For the most part, the software cutover went smoothly. We were able to get all the doors online and create card formats that worked with the cards we had for testing. That is, until we got to the elevators, which were a challenge because the floors were not matching up with what we had programmed,’ said John Hubbard, a Professional Services representative at Open Options.

It was believed that the old system had the elevators programmed in a way that would allow the customer to see what floor was selected when a person used their card in the elevator. However, the team figured out that this feature was not being used. Triggers and macros were being used in the software to allow the customer to hit a button at the front desk in the lobby to allow a visitor to select a floor in the elevator without using a card. Once the team figured this out, they were able to resolve the issues and turn the system over to the customer.

“Because of the on-site professional services provided by Open Options, the integrator was able to get this job completed in less time for the end-user customer than if they tried to do this on their own,” said Hubbard. “The integrator sent us an email about how impressed he was with the on-site support and how fast we responded to the small issues that came up, acknowledging how we were there every step of the way for them with this project.” It’s the Open Options way.

Important Update- Time and Date Reporting on Leap Year

*Update* you can view our fix here on our knowledge base. You must be logged in to the webiste in order to open technical bulletin. Dont have a login? Register here.


To All Open Options Partners,

The Mercury product notice presented to the market last week requires an update.

We continue to test the firmware recently supplied by Mercury in our Tech Support lab. In addition to doing so, we have written a Tech Bulletin walking you through to installation of the error-correcting version of Mercury firmware that will be available with the update.

Our testing will continue throughout the week with a targeted release date of January 27, 2020. This schedule provides you 6 weeks to download the issue resolving firmware to each of your clients using the devices listed in the excerpt of Mercury’s Tech bulletin below dated January 13, 2020.

Notice for Mercury OEM, Integrator and Consultant Customers


This is an important notice for deployments of LP1501, LP1502, LP2500, LP4502 Intelligent Controllers.

ISSUE LP intelligent controllers will not properly handle leap year time calculations.  After February 29th, 2020, Leap Day, the intelligent controller will report time and date incorrectly.  This will have unknown effects on the functionality of the access control system.

EXCEPTIONS LP intelligent controllers that are deployed in “legacy” mode are not affected.  Additionally, EP series controllers, bridge products (M5, MS, and MI) and legacy controllers such as the SCP series are not impacted by this issue.  

Thank you for your attention to this matter and patience while we thoroughly test the firmware provided.


-Steven J Wagner


Open Options Kicks off 2020 with National Sales Meeting

Earlier this week, Open Options employees gathered for the company’s national sales meeting, an annual event where the team reviews the successes of the previous year, sets goals for the upcoming year and celebrates with well-deserved honors and accolades.

At this year’s meeting, our sales force met with each of the Open Options department managers, including operations and training, software development, marketing, and more. These breakout sessions were highly beneficial in discussing and building on the progress made in 2019 and implementing goals for 2020.

Numerous individuals were recognized for their accomplishments during the company-wide portion of the meeting. Members of the sales team who achieved sales milestones are listed below:

Scot Sturges

Charles Johnson

Dan Cosgrove

Stacy Molenda

Shannon Diddell

Additionally, there were four individual sales awards given during the meeting:

Highest growth in software maintenance – Stacy Molenda

Highest revenue growth –Shannon Diddell

Highest growth in software sales - Stacy Molenda

Highest growth in new site sales – Shannon Diddell

Salesperson of the year – Scot Sturges

We also celebrated two career milestones:

Lane Ford, 20 Years at Open Options

Chuck Mentz, 20 Years at Open Options

Lastly, several employees were acknowledged for their efforts and exemplary contributions to the company throughout 2019:

Nic Robran

Lauren Yonis

Kaygee Ofilas

Katie Leibow

Gary Bell

Open Options enjoyed a great 2019 with incredible growth, new team members, and several enhanced product offerings and partnerships. To read more about what we accomplished in 2019 and what we look forward to in 2020, click here.

We are looking forward to a productive and prosperous 2020!

Assisted Living Co. Upgrades Security Software To Protect Residents & Stay Current on Technology

Masonicare is Connecticut’s largest not-for-profit integrated senior care continuum. With residential living, skilled nursing and rehabilitation, senior hospital, home health care, homemaker companion and hospice and palliative care, Masonicare cares for thousands of patients and residents every day.

Read the latest case study on our website here.

You can also view the published version on here.

Connecting to Customers in 2020 from Professional Services

With the end of one decade and the beginning of a new, the Open Options Professional Service team is truly motivated by the new opportunities that await us in 2020 and beyond.  Over the last decade, our team has built a solid reputation in aiding our customers in complex IT-related tasks, tapping into on-site services, remote support, redundancy services, custom reports and database services and more.

In 2020, we see this trend continuing with more emphasis on cybersecurity, networking and IoT.  To prepare the team, we have added additional support starting in January, as well as continued training and education on multiple technologies.

OO Professional Services team has always been an extension of our partners' organization. Our goal in 2020 is to reduce and minimize security challenges that will result in lower total cost of ownership for partners and end user organizations and continued support of internal and external customers on pre-sales, system evaluation, and solution demo opportunities.

We look forward to a fabulous year and welcome new partners in 2020!

How Tech Support will connect with Customers in 2020

With a successful 2019 under our belt, the Technical Support Department is pleased to begin the year by expanding the team and add another support line to assist our customers better!

Last year, we had an increase of calls, and while we did our best to ensure each customer received the highest level of support they needed, there was an occasional voicemail for a return call.

With a 100% retention in 2019 and our continued inhouse training with our integration partners, our team is in the position to manage the ever-changing technological issues while handling all calls to improve the overall customer experience.

Happy New Year from the Tech Support team! We look forward to working with you in 2020!

Expanding our Connections in 2020 from the OO Training Team

As the Open Options Training Department closes the calendar on a busy 2019, we already have an exciting 2020 scheduled for you this year. Our team will be connecting with our customers in more cities around the nation: with new regional classes being conducted from coast to coast with sessions in Tulsa, Boise, Seattle, Denver, Orlando, Southern California, and Philadelphia, to just name a few. Each stop will offer training sessions for both dealers and system users. These sessions will build a foundation of knowledge on the DNA Fusion application as well as offering certification opportunities for all students.

We also have a monthly Essentials class for dealer certification held at the Open Options headquarters in Addison, Texas. For those that have completed the first Essentials class, we have two Advanced classes on the schedule for continued education. A new integration class will also be rolled out in October. This new course will be specifically focused on training users on the various product integrations that are available with the DNA Fusion platform.

As part of our regular portfolio, we offer two types of classes for system user certification: System Administrator and ConnectEd. Both classes focus on the administrative side of DNA Fusion, however ConnectEd sessions will be are offered in conjunction with ConnectCare services. These sessions bring system users from all markets together to work through their real-world scenarios.

In addition to our regularly scheduled dealer and system user classes, the Open Options training department conducts custom on-site training on an “as-needed” basis. These are particularly useful to organizations that would like to train multiple students as well as those organizations that need a follow-up to previous training attended by their students.

Whether you’re a new Open Options dealer or you’ve been using the software for years, these classes will provide you with in-depth, personalized instruction from an Open Options expert.

If you would like to enroll in a class, please register on the Open Options ConnectEd site. Once approved, you will have access to the class calendar which provides the ability to register for the class of your choice.

Thank you for your support in 2019. We look forward to seeing you in 2020!