Living in a modern apartment complex with advanced intercom technology has its perks, but there's a critical component that many property managers overlook when deciding on their mobile access control and intercom vendor: round-the-clock customer support, 24/7, 365 days a year.
Allow me to share a personal story that shows the value of a managed security model. As a resident of a multifamily building in NYC, I’ve experienced firsthand how common it is for walk-up buildings to rely on virtual doormen or intercom systems as a cost-saving measure to physical guards. In my case, my building and its residents rely on a commonly used intercom and access control vendor - one I am familiar with and have heard positive things about. When my roommates and I moved in, we were told to download an app for building access, which at first worked very smoothly, appeared modern and desirable - that is until it wasn't. One evening I returned home around 10:45 PM on a Friday night to find the intercom system completely frozen and offline. My mobile app wouldn't connect, and I was locked out of my own apartment. With no way to contact any other units to let me in, I searched online for customer support, only to find my options limited. The best I could do? Send an email that would be addressed during their limited business hours the following day. There I was, stranded on the dark streets of downtown Manhattan. I was lucky that a long-standing resident who lived in the building prior to the mobile app had a fob and arrived home less than an hour later, or my only option would have been to find a friends place to crash at.
This experience underscored the importance of real-time, comprehensive customer service—something no modern security system should be without. My intention isn’t to criticize a well-regarded vendor, but rather to emphasize the continued need for human support alongside technology-based systems. Technology is bound to glitch, break, or require updates—challenges that are inevitable in any tech-driven environment.
At Kastle, we provide 24/7 support to ensure your residents always have peace of mind. We also push software updates automatically, keeping your systems evergreen. Residents should never have to worry about being locked out of their homes—they should feel confident that their security provider is there to keep them safe, not leave them vulnerable.
Kastle’s modern video intercom solutions provide better security and convenience for your residents. Let’s discuss how Kastle can help you future-proof your community with smart solutions.
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