At EasyHub, we are committed to providing a smooth and reliable experience with our Solar Camera 360. This guide outlines the support process, detailing Property Manager responsibilities, the RACI matrix, and the Standard Support Procedures.
Property Manager Responsibilities
The Property Manager plays a key role in maintaining and troubleshooting the Solar Camera 360. Below are the key responsibilities:
1. Monitoring and Troubleshooting Offline Cameras
If a Solar Camera remains offline for several days, the Property Manager should verify the following and the contact EasyHub for assitance:
The solar panel may be damaged, requiring a device replacement.
The Wi-Fi password of the house has been changed, causing the camera to lose connection.
The Wi-Fi signal strength is weak, affecting connectivity.
The Property Manager’s maintenance team should investigate and attempt to restore connectivity before escalating the issue to EasyHub via the customer WhatsApp support group or [email protected].
2. General Device Monitoring
Ensure that all EasyHub Solar Cameras are properly installed and functioning.
Monitor live footage and recorded history through the EasyHub App (iOS and Android) or the EasyHub Web Platform.
3. Damaged or Misused Devices
If the camera is physically damaged due to negligence, improper handling, or external factors, a $250 fee per damaged device will be charged to the Property Manager.
4. Understanding Camera Features
All EasyHub Solar Cameras include:
Private Mode
Night Mode (Infrared & ColorLight/Floodlight Mode)
IR Night Vision
Human Motion Tracking (exclusive to Solar 360 Model)
Motion Detection
Siren & Floodlight Activation
Manual Direction Control (via App and Web)
Motion Event Historical Photo Storage
Two-Way Audio Communication (Microphone & Speaker)
Manual Video Recording During Live View
Screenshot Capture Functionality
5. Cloud Storage Policy
Video cloud storage is not included in the standard EasyHub Camera Monitoring Package.
Cloud storage services must be arranged as a separate add-on purchase with EasyHub.
Emergency vs. Standard Support
Unlike other security or smart devices, cameras do not compromise guest access or immediate property security. No issues related to the Solar Camera 360 are considered an emergency.
Standard Support Situations
The following cases are handled under regular support, with a response time of up to 48 hours:
Solar Camera is Offline (due to solar panel failure, Wi-Fi disconnection, or weak signal).
Motion Detection or Human Tracking Not Working (Property Manager should check settings in the EasyHub app).
Night Vision or Floodlight Not Activating (Check in-app settings).
Siren Not Functioning (Ensure manual or automated triggers are correctly set).
Direction Control Issues (Confirm remote access via the EasyHub Web Portal or App).
Cloud Storage Subscription or Feature Requests (Handled as general inquiries).
All standard support requests should be reported through the customer WhatsApp support group or via [email protected].
RACI Matrix – Solar Camera 360 Support
Activity | EasyHub | Property Manager |
Initial installation and setup support | Responsible & Accountable (R, A) | Informed (I) |
Investigating an offline camera (solar panel damage, Wi-Fi issues, weak signal) | Consulted (C) | Responsible & Accountable (R, A) |
Requesting device replacement due to solar panel failure | Responsible & Accountable (R, A) | Informado (I) |
Ensuring proper Wi-Fi connection and signal strength for camera stability | – | Responsible & Accountable (R, A) |
Handling device damage caused by improper use | – | Responsible & Accountable (R, A) |
Reporting issues with camera motion tracking, night vision, or audio | Consulted (C) | Responsible & Accountable (R, A) |
Cloud storage subscription and feature requests | Responsible & Accountable (R, A) | Consulted (C) |
Legend:
R (Responsible): Executes the task.
A (Accountable): Ultimately responsible for the task.
C (Consulted): Provides input or recommendations.
I (Informed): Kept updated on progress and resolutions.
Additional Support Guidelines
Monitor and Maintain Devices: The Property Manager should proactively check camera status through the EasyHub App or Web Portal.
Ensure Proper Connectivity: Maintain a stable Wi-Fi network and keep the camera’s solar panel exposed to sunlight for optimal performance.
Report Issues in a Timely Manner: Use the customer WhatsApp group or email [email protected] for support requests.
Follow the Standard Support Timeline: Non-urgent issues will receive an initial response within 48 hours.
Final Notes
The EasyHub Solar Camera 360 is a powerful monitoring tool designed to enhance property security. By following the outlined responsibilities and support process, Property Managers can ensure uninterrupted functionality and receive timely assistance when needed. If you have any questions or require further support, reach out via WhatsApp or email us at [email protected].