At EasyHub, we are committed to ensuring that your Doorbell Camera operates reliably and provides the best possible experience. This guide outlines the support process, detailing the Property Manager’s responsibilities, the RACI matrix, and the Standard Support Procedures.
Property Manager Responsibilities
The Property Manager plays an essential role in maintaining and troubleshooting the EasyHub Doorbell Camera. Below are the primary responsibilities:
1. Monitoring and Troubleshooting Offline Doorbells
If the Doorbell Camera remains offline for several days, the Property Manager should check for the following common issues and if not solved, communicate the situation directly to EasyHub:
The doorbell wiring is not conducting electricity, meaning a professional electrician must be called by the Customer to resolve the issue.
The Wi-Fi password of the house has been changed, causing the doorbell to lose connection.
The Wi-Fi signal strength is weak, preventing stable connectivity.
These are regular support cases and should follow the standard communication protocol via the customer WhatsApp support group or email [email protected].
2. General Device Monitoring
The Property Manager must ensure that the property has a stable Wi-Fi network within an adequate range for the Doorbell, as any changes to the connection or Wi-Fi password may affect the device's functionality.
Monitor live footage and recorded events through the EasyHub App (iOS and Android) or the EasyHub Web Platform.
3. Damaged or Misused Devices
If the doorbell camera is physically damaged due to negligence, improper handling, or external factors, a $250 fee per damaged device will be charged.
4. Understanding Doorbell Camera Features
All EasyHub Doorbell Cameras come equipped with the following functionalities:
Private Mode
Photo Gallery (captures images from motion detection events)
IR Night Vision
Motion Detection
Historical photo storage of all detected motion events
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 directly with EasyHub.
Emergency vs. Standard Support
Doorbells do not directly impact guest access or security, meaning there are currently no emergency support cases related to doorbells.
Standard Support Situations
The following situations are handled as regular support, with a response time of up to 48 hours:
Doorbell is offline (due to wiring issues, Wi-Fi disconnection, or weak signal).
Motion Detection or Night Vision Not Working (Property Manager should check the settings in the EasyHub app).
Two-Way Audio Communication Issues (verify microphone and speaker settings).
Live View Recording or Screenshot Capture Not Functioning (ensure the manual controls in the EasyHub app are working).
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 – EasyHub Doorbell Support
Activity | EasyHub | Property Manager |
Initial installation and setup support | Responsible & Accountable (R, A) | Informed (I) |
Checking doorbell offline issues (wiring problem, Wi-Fi disconnection, weak signal) | Consulted (C) | Responsible & Accountable (R, A) |
Ensuring proper wiring and electrical connectivity of the doorbell | – | Responsible & Accountable (R, A) |
Ensuring stable Wi-Fi connection for doorbell functionality | – | Responsible & Accountable (R, A) |
Handling device damage caused by improper use | – | Responsible & Accountable (R, A) |
Reporting issues with motion detection, 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 doorbell status through the EasyHub App or Web Portal.
Ensure Proper Connectivity: Maintain a stable Wi-Fi network and ensure that doorbell wiring is in good condition.
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 Doorbell is a valuable tool for property security and visitor monitoring. By following the outlined responsibilities and support process, Property Managers can ensure seamless functionality and timely assistance when needed.
If you have any questions or require further support, reach out via WhatsApp or email us at [email protected].