Technical Support Center

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Remote Session

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What our Customers Say

Knowledge Base

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Training

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Authorized dealers can reach a live technician on our DIRECT support line.

Technical Support Center

We at Open Options are dedicated to service and understand the challenges faced in field service.

This is because most of us have spent at least some part, if not the majority, of our careers in the field.

Business Hours

Open Options technical support hours are Monday through Friday 8 a.m. - 6 p.m., CST.

After Hours Service

Open Options maintains 24 hour, 7 day-a-week billable on-call services that you may use at any time. Calls placed after hours, weekends, or holidays are handled by our automated answering service. Simply follow the instructions to leave a message and callback number. A technician will get back to you within a reasonable amount of time.

Need On-Site Assistance?

Check out our Professional Services. Open Options can send an experienced technical professional to the installation site to assist in deploying very large and/or complex systems. This service is intended to assist with the software and IT portions of the systems.

Software Support Policy

In accordance with industry standards, it is Open Options' policy to support the current major release version of DNA Fusion and the two previously released versions.

Currently supporting versions 7.7 and later.

Sites that are running versions prior to 7.7 and are eligible for upgrade (under a current Connect Care) are encouraged to upgrade to continue receiving support. We highly recommend that all customers protect their investment with a Connect Care Plan.

Remote Support

Welcome to the Open Options Live Support via ScreenConnect.

Open Options uses ScreenConnect to better assist our customers while on site. This allows our technical support representatives to remotely communicate and connect for assistance.

For remote session, please click the button below and enter the meeting ID you received from your support representative.

Join Remote Session

E-mail Support

Contact our support team by directly e-mailing them at support@ooaccess.com

Access Control Glossary of Terms

What our customers say about us?

With DNA we get both the high quality and feature sets we demand with the outstanding support that we only dreamed of from other solutions. From answering quick questions to providing custom scripts and applications, these guys give us the confidence to use and sell your product with confidence. A support team like this once again validates our choice to lead with Open Options as our premier access control solution.

Anthony SparksAmerican Security Group

I would like to let you know that the Cashman Equipment Company IT department was very impressed with the Open Options tech support department and their thorough understanding of the DNA Fusion software. There was a slight glitch in the database conversion, where it had been converted to a beta version of the DNA Fusion application as opposed to the version we purchased for them, however, the very ably solved the problem. I want you to know that after their existing Bosch Ready Key Pro system was converted to the DNA Fusion software, the IT department staff spent many minutes conveying to me how impressed they were with the efficiency in which they addressed and solved the problems via remote desk top session and that they were a joy to work with. Well done!

Geoff GomesPresident | Adobe Communications Electronics, Inc.

I am writing back to you to say “Thanks” and let you and your team know that you guys are OUTSTANDING with your support. I truly appreciate all of your assistance as I was recently performing a new installation with DNAFusion software / hardware. Everything with the system is working great. I am currently learning everything that I can about Open Options so that I can perform end user training this week. I have been in the technical industry for several years and have experienced plenty of “tech support”. You guys ROCK! The fact that you answer the phone and jump right on-line is uncommon these days and your customers notice and appreciate it. Great Job!

Branden MuellerSecurity Service Technician | Sierra Detention Systems

I wanted to commend your staff and your process of afterhours support. We had a situation this evening and we could not launch DNA. I have never called your afterhours service before and was hoping for a quick turnaround and we got it.!!! I called the tech support line, left a voicemail, and received a call from Lane within 3 minutes and the problem was resolved. System was down at 10:52 pm and back up by 11:45 pm. Thanks again I don't know of a vendor that we could ever get that level of support that fast without a hassle and long wait times. Awesome job!!!

Bruce JudgeKratos Public Safety and Security

I've got only good things to say about your tech support crew. Those guys are awesome! To start, I've never had to wait to speak someone about an issue. That's impressive as most times I call a company for support I have to wait upwards of 20 minutes on a good day. They are very knowledgable, even when I'm vague in trying to explain my problem they pick up on it and know exactly what I need. They obviously know way more about the system than I do but they never make me feel like I'm asking a stupid question (sometimes I do). They will remote in to a server and spot/fix mistakes quickly. You've got a great bunch of guys there and they're greatly appreciated! I always make sure to thank them repeatedly and tell them how awesome they are.

Brandon McDanielLead Service Tech | Brady Integrated Services