Service & Support

We’re here to help
Founded by people from the guarding industry, we fully understand the costs of a stand-still. Therefore GuardTools® has embraced the ambition of delivering state-of-the art customer support with the ultimate goal to keep you and your people as productive as possible.

Email
Everyone with questions regarding GuardTools® is welcome to send an email to support@guardtools.com for a fast reply. All emails are automatily tracked in our ticket handling system and 97% of all emails receive a reply within five office hours.

Phone
For urgent or complicated issues, our Helpdesk is also available by phone. This service is delivered both from our head office in Gothenburg as well as from local locations. Contact details can be found on our Contacts page

On-site training
To kick-start a new GuardTools® customer, we offer on-site training where an experienced GuardTools® instructor helps you with system set-up and educating your staff. Extra training sessions can be booked at any time.

Remote training
To keep costs low and avoid extra environmental stress, we offer remote training. Remote training can be performed at any time by taking courses through live web-sessions. Our experienced trainers will broadcast a computer screen live whilst entailing in the phone or video conference.

Local power-users
Since many problems are most easily solved within the customers’ organisation, we promote a “power user” programme. The customer selects a handfull of people responsible for the internal GuardTools® usage. They act as primary support contact for internal users and will be able to handle most of the questions. To keep power users up to date, they are invited to special events and webinars, where new features and best practices are presented.

Knowledge Base

To access you need to:

  1. Hold a valid license for the GuardTools® service.
  2. Create a support account in our support system.
  3. Contact support@guardtools.com and request access to the knowledge base.

Downloads

To read and print a PDF file, you must have Adobe® Acrobat® Reader installed on your PC. You can download a version suitable for your system, free of charge, from Adobe. Adobe also provides tools and information to help make Adobe PDF files accessible to users with visual disabilities at http://access.adobe.com.

Device Management

Background

GuardTools® is an Operational Support System for manned guarding, facility management and mobile worker usage. The system software is the core business of the company Blue Mobile Systems (BMS). Within the Nordic markets, BMS has been a direct reseller for handheld computers (devices) hosting the GuardTools Mobile software for officers in the field. In other markets local partners or resellers are appointed or chosen by customers.

Starting with porting the GuardTools Mobile application from the Windows Mobile platform to the Android operating system, many new opportunities arise. The professional GuardTools Mobile “App” will be able to be used on a principally endless amount of devices; customers having purchased the main OSS system, can easily pair both professional (company owned) devices as well as employee owned devices.

For BMS it is important to define the “rules of the game” regarding “devices”. This document is meant to do so.

The GuardTools hosts.

The re-definition and clarification of the BMS device policy is marked by the launch of GuardTools Mobile for the Android Operating System in conjunction with an increasing international market. GuardTools® is principally a software based solution. The solution needs hosts in order for users to interact with the system and get the most out of it.

Traditionally the two main hosts needed have been:

  • Office computers; both desktops as well as portable laptops.
  • Handheld computers, traditionally often called “PDA’s” (as from the earlier Personal Digital Assistants; nowadays “handheld computers”, more and more in the format of “Smart Phones”).

The latter types have often been exposed in tough professional work situations that required extra protection. Mainly against water (snow) impact as well as “Shock” impact. Often this called for devices called “rugged”.

“Rugged” devices – Smartphone

Since the launch of the first Apple iPhone and the massive introduction of smartphones into the consumer markets there existed 2 markets. One of them is the Consumer smartphones market and the other is the professional (rugged) devices enterprise focused market. These two worlds are now closing in on each other with a more and more blurred line between them. On the extremes, this now means for GuardTools Mobile usage that the GuardTools Mobile hosts can be:

  • Cheap consumer grade smartphones. Not water resistant or shockproof; not incorporating built in barcode reading capabilities, but maybe an NFC reader and for instance barcode camera functions; limited battery capacity; potentially privately owned.
  • More expensive professional working devices. Powerful handheld computer; high speed chip/memory; rugged (“IP68” water resistant; two meter drop proof); including automatic barcode/RFID/NFC reader; high battery power; company owned.

The two extremes are also likely to have extreme pricing differences with possibly a factor 10 in between (from bottom €150 to top range € 1400).

Thousands of devices

In the “old” professional world of rugged devices, there were a limited number of players such as Intermec/Honeywell, Motorola and HandHeld to choose from. With the introduction of the Android platform the possible choice of devices is going to exceed 1000’s in make, brand, version, compilation etc.

The BMS conclusion

This new situation is driving the need for some clear definitions for the usage and hosting of GuardTools. These conclusions are defined below. The practical implications are then described.

  1. GuardTools usage should have as few limits as possible. Pricing should be clear and straightforward and directly related to the benefit achieved by the user (company).
  2. The BMS support of GuardTools hosts (“devices”) is divided in three levels:
    1. BMS will always prepare and assure a number of high-end and rugged devices to be fully functioning and operational with the GuardTools Mobile features.
    2. BMS will try to keep track of a limited number of highly popular consumer devices to be tested for major/overall usage with the GuardTools Mobile features.
    3. BMS will not take responsibility for the GuardTools Mobile software to always work on any make, brand, version, release of any and all devices sold as “Android” by their owners.

Windows Mobile versus Android – at least supported till EoL.

BMS will launch the Android version of GuardTools Mobile during Q1 2015. Calculated from this time, the earlier Windows Mobile platform will be fully supported until 31st March 2018 (Formal End-of-Life).

End-of-Life.

The End-of-Life definition is made to safeguard BMS from an “endless future that cannot be predicted”. The purpose is not to already define a “closing down” or “stop working” for the GuardTools Windows Mobile solutions as existing today. Continued good use of the system by happy customers and to the use of happy end-clients will always be in the interest of BMS, regardless of business models or contracts by that time.

Supported to End of Life – full functionality.

The above means that all new design of features and functionality for the “Mobile” part of the GuardTools solution will be performed on the Android platform based solution. It will also be released at least on the Android version first. However, in line with the company’s SaaS philosophy, BMS undertakes to make sure that all users of the Windows Mobile based versions will enjoy a future proof system at least until formal EoL.

  • “Supported” in this paragraph means “maintained functionality”.
  • No functionality of features will “disappear”; in no way will the solution be functionally degraded from the level purchased.
  • To the highest possible level, BMS will “backward engineer” (import) major features and function sets from the Android versions into the Windows Mobile version; but of course within the boundaries as imposed by Windows Mobile.
  • BMS has the ambition to release new “Mobile” functionality at one point in time; on both platforms. It will only be because of very different technical implementations requirements that a Windows Mobile release may be secondary time wise.