Support

Everything partners need: catalog, enablement and commercial/technical touchpoints to launch faster.

What to confirm before requesting a quote: target product line, site and usage conditions, volume and buyer role, documents and quotation files.

Buyers, distributors and integrators can prepare door type, installation points, network conditions, power input, load wattage, target region, first-order volume, annual estimate, certification needs and sample requirements.

What is the typical lead time for bulk orders? - Lead time depends on the selected SKU, volume, destination market, certification documents, packaging and production schedule. Standard published products are commonly planned in a 2–4 week production window after commercial and technical confirmation, but the authorized quotation is the only final commitment. For projects, we provide milestones for sample approval, production, inspection and shipment before the order is confirmed.

What is the warranty policy? - Standard 24-month warranty. RMA workflow and spare parts policy available for partners.

Do you provide marketing and training enablement? - Yes. Enablement pack includes datasheets, images, selling points, and onboarding training.

Which protocols are supported? - Depending on SKU: Matter, Zigbee, and Wi-Fi product lines are available.

Can you provide datasheets and installation guides per SKU? - Yes. We provide datasheets, wiring diagrams, and commissioning checklists. Partners can download packs by product or by category.

Do you support multi-language materials? - Yes. Core pages and key enablement materials are available in English and Chinese. Additional localization can be handled for partners.

How do you handle RMA and defective rate reporting? - Partners submit RMA requests with SKU/serial and evidence (photos/logs). We track reasons and share periodic defective-rate insights for quality improvement.

What certifications are typically available? - Common certifications include CE/FCC/RoHS. For specific markets, additional certification planning can be supported on request.

Do you offer project pricing and deal registration? - Yes. For qualified projects we can provide project pricing and protect the registered opportunity for a defined period.

Can we integrate with PMS/BMS systems for hotels and buildings? - Yes. We support integrations (e.g., RS485/Modbus) depending on the solution. Please share the target PMS/BMS and integration requirements.

Do you provide samples and pilot kits? - Yes. For partners, we can provide sample kits and recommended pilot setup lists for quick demos and early-stage projects.

What payment terms do you support? - T/T is standard, typically deposit before production and balance before shipment. Terms for qualified repeat partners can be discussed case by case.

What shipping terms (Incoterms) do you offer? - EXW, FOB, and CIF are commonly used. We can also work with your freight forwarder or ours depending on destination and volume.

Is there a minimum order quantity for a first order? - First orders are typically smaller to validate quality and fit, with standard MOQ applying to repeat and bulk orders. Share your target SKU and quantity for confirmation.

Is sample shipping free? - Sample unit cost and shipping are typically buyer-paid; the cost may be credited back against a confirmed bulk order depending on the product line.

Do your products work with Alexa, Google Home, or Apple HomeKit? - Depending on SKU and protocol (Matter-enabled products in particular), integration with major ecosystems is supported. Confirm per-SKU compatibility before specifying.

How are firmware updates handled? - Firmware updates are delivered OTA where supported, with release notes provided to partners. Critical security updates are prioritized.

Do your devices work without an internet connection? - Core local functions (e.g., lock/unlock, sensor triggers, scene automation) generally continue offline; cloud-dependent features like remote app access require connectivity.

What happens to smart locks during a power outage? - Battery-powered locks are unaffected by mains power loss. All lock SKUs include a mechanical key or backup unlock method in case of low/dead battery.

How reliable are solar-powered cameras in low-sunlight regions? - Battery capacity and standby ratings are sized with buffer for cloudy periods; for regions with limited sunlight we recommend the larger-battery SKUs (e.g., trail/farm camera) or supplementary charging.

How long does it take to charge the smart glasses, and is there a companion app? - Most smart glasses SKUs fast-charge via USB-C in under an hour and pair with a companion app for settings, firmware, and (where applicable) recording management.

Where is device and app data stored, and how is privacy handled? - Data handling depends on the product's cloud service configuration; for privacy-sensitive deployments (e.g., cameras, patrol glasses) we can discuss local-storage-first configurations on request.

Are spare parts available after the initial order? - Yes. Common spare parts (mounting kits, batteries, cables) can be ordered separately; lead time depends on part and current stock.

Does warranty coverage apply across different countries? - Warranty terms are consistent across markets, but claim handling (e.g., replacement vs. repair) may vary by region based on logistics and local support arrangements.

Do you offer territory protection for distributors? - For qualified distributor agreements, regional protection can be discussed as part of the partnership terms, subject to volume commitments.

What technical support channels are available to partners? - Partners get access to documentation, a partner support inbox, and scheduled calls for onboarding or escalations. Response time targets are shared during onboarding.

Can an order be changed or canceled before shipment? - Changes are possible before production starts. Once production has begun, changes or cancellation depend on production stage and may involve a cost adjustment.

How long can a solar security camera operate during consecutive cloudy days? - There is no responsible single-day answer without operating conditions. Runtime depends on battery capacity, standby consumption, daily wake and recording frequency, live-view duration, night-vision mode, 4G signal, temperature and actual solar yield. We provide a reference only with the test conditions stated. For project sizing, share the country or solar conditions, event frequency, live-view use, night operation and target low-solar autonomy so we can recommend the camera, panel and battery reserve. The physics behind each factor is explained in the whitepaper at /blog/solar-camera-cloudy-day-runtime-physics.

Should a solar camera use 4G or Wi-Fi? - Use Wi-Fi when reliable broadband and coverage are available, as this can reduce cellular operating cost. Use 4G for farms, construction sites, roads and temporary facilities without fixed connectivity. A 4G project must also confirm local carrier bands, SIM/APN support, signal strength, monthly data use and whether local storage continues during an outage. Please share the deployment country, carrier, site count, live-view frequency and retention requirement.

What can be customized in an AI-native smart-glasses solution? - The software scope can include voice activation, live transcription and translation, visual recognition, guided SOP steps, enterprise knowledge Q&A, exception capture, work-record generation, roles and permissions, device management, API integration and private or regional deployment. Feasibility depends on the glasses compute, camera, display, network and deployment environment. We normally start with one high-frequency workflow, define data and human-confirmation points, and then run a 5–20 device pilot.

What should a customer prepare for an AI smart-glasses pilot? - Prepare a clear target workflow, current SOP, 10–30 common issues or exception samples, site network and noise conditions, languages, user roles, data boundaries, target system interfaces and success metrics. Without these inputs, a pilot becomes a hardware demo rather than a business validation. Recommended metrics include handling time, first-time resolution, expert interventions, SOP completion, AI suggestion acceptance and user feedback. Common pilot failure causes and how to avoid them are covered in the whitepaper at /blog/ai-glasses-pilot-failure-causes.

Why are door and mortise measurements required before selecting a smart lock? - A lock with the right appearance may still be incompatible with the door. Door thickness, material, handing, existing holes, mortise dimensions, backset, multipoint mechanisms and outdoor exposure all affect selection and installation. A front photo alone is not enough. Please provide the door measurement sheet plus front, rear, edge and mortise photos. Hotel and apartment projects should also state room count, credential method, platform and PMS requirements before sampling. The six door-side compatibility factors are explained in the whitepaper at /blog/smart-lock-door-compatibility-failures.

How do I estimate UPS runtime for a router or camera? - A basic estimate is usable energy in Wh divided by the measured load in W, but conversion loss, protection reserve, battery ageing, temperature and peak power must be included. A 100 Wh label does not mean that all 100 Wh reaches the load, and AC output normally has more loss than a compatible DC output. Share the device voltage, current or measured power, device count, target runtime, port type, plug standard and operating temperature so we can verify continuous and peak power.

Can a portable UPS provide interruption-free switchover? - It depends on the product topology and the load tolerance. The word UPS does not guarantee zero-millisecond transfer; some products use a millisecond transfer time, while certain routers, servers or camera systems are more sensitive. The product page should state the test method and transfer range. For critical loads, test the actual device during power loss, recovery, full load, low battery and repeated switching before deployment. Topologies, hold-up time and the full test method are explained in the whitepaper at /blog/portable-ups-transfer-time-explained.

Why does the website not show checkout prices or a Buy Now button? - This website supports B2B distribution, integration and project purchasing. Final pricing varies with product configuration, volume, certification, packaging, destination market, delivery terms and support scope, so a single retail price would create the wrong expectation. Product pages show verified selection information and route buyers to tiered quotations, samples or project enquiries. Share the target product, market and volume to receive a relevant configuration and commercial response.

What growth services does Omnitrust provide? - Omnitrust provides website lead-mining and managed intelligent-customer-service solutions for B2B exporters. This promotional website explains the services and collects its own enquiries; professional systems handle customer-service conversations, nurturing, operations and delivery.

How is this website different from the professional service system? - This website publishes content, records enquiries created by its own forms, downloads and CTAs, and keeps review and handoff status. Professional systems independently handle customer service, nurturing, operations and delivery; external-channel contacts and conversations are not imported into this site.

Which smart-hardware products does the catalog feature? - The priority catalog showcases smart locks and smart glasses from core ecosystem partners. Where confirmed, products may support standard procurement through Omnitrust or OEM/ODM discussion. Manufacturer, commercial, warranty and support responsibilities must be confirmed for each product.

How are the lead-mining and customer-service solutions delivered? - They are delivered as managed services using professional systems, so customers do not need to build the service software. This website only provides service information and an enquiry path. Any future API integration is a separate roadmap item and requires its own scope and review.

What data does this website not manage? - The website does not import contacts, private messages, forms, customer-service conversations or operational states from Meta, WhatsApp, WeChat Mini Program or Xiaohongshu. It also does not store downstream nurturing, service or delivery records after a website lead is handed off.

How do you measure website lead-mining performance? - The website measures organic visibility, page-to-CTA engagement, enquiry completion, website-lead validity and handoff status. External-channel customer-service, nurturing and sales-operation metrics remain in their professional systems and are not presented as website metrics.

Which Southeast Asian markets do you cover? - Southeast Asia is the priority market: Singapore, Malaysia, Thailand, Vietnam, Indonesia and the Philippines. Coverage combines cross-border English communication, Chinese-speaking channel relationships, and product certification per market (IMDA, SIRIM, NBTC, POSTEL, NTC).

What languages do you support for Southeast Asia B2B? - English is the default working language for cross-border trade, and Chinese is available for channel and supply-chain relationships. The current website runs bilingual EN/ZH. Additional Southeast Asian localization is introduced only after demand validation and native review.

How do we contact sales or request a quote for Southeast Asia? - Use this website's Get a Quote CTA, enquiry form or Support page to create a website lead with source attribution. WhatsApp is an optional off-site contact path; its contacts and conversations are not imported into this website. Website enquiries are reviewed before manual handoff.

How does channel partnership work in Southeast Asia? - Partners include distributors, integrators, software partners and supply-chain partners. Apply through the dealer application; partnership covers product access, project support and local go-to-market. See the Southeast Asia distributor onboarding guide for the process.

How is certification and compliance handled for Southeast Asia? - Each market has its own telecom/product approval (Singapore IMDA, Malaysia SIRIM, Thailand NBTC, Indonesia POSTEL, Philippines NTC), typically 4-8 weeks per country. Prepare DoC, accredited test reports, local-language manuals and labelling. Confirm the current certification matrix with sales before shipping.