{"id":20,"date":"2026-05-21T02:14:51","date_gmt":"2026-05-21T02:14:51","guid":{"rendered":"https:\/\/securitymbr.com\/index.php\/soporte-mbr-security\/"},"modified":"2026-07-25T00:10:12","modified_gmt":"2026-07-25T00:10:12","slug":"soporte-mbr-security","status":"publish","type":"page","link":"https:\/\/securitymbr.com\/en\/soporte-mbr-security\/","title":{"rendered":"Technical Support for IP Video Surveillance in Mexico | MBR Security"},"content":{"rendered":"<main id=\"mbr-redesign\" class=\"mbr-support-page\">\n  <header class=\"topbar\" aria-label=\"Main navigation\">\n    <div class=\"topbar-inner\">\n      <a class=\"brand\" href=\"\/en\/\" aria-label=\"MBR Security home\">\n        <img loading=\"lazy\" decoding=\"async\" class=\"brand-logo\" src=\"\/wp-content\/uploads\/2026\/05\/MBR.png\" alt=\"MBR Security\" width=\"1576\" height=\"401\" \/>\n        <span class=\"brand-text\">Security<\/span>\n      <\/a>\n      <div class=\"topbar-actions\">\n        <nav class=\"nav-links\" aria-label=\"Sections\"><a href=\"\/en\/\">Home<\/a><a href=\"\/en\/productos-mbr-security\/\">Products<\/a><div class=\"nav-group\"><a class=\"nav-trigger\" href=\"\/en\/soluciones-mbr-security\/\">Solutions<\/a><div class=\"nav-menu\"><a href=\"\/en\/videovigilancia-soluciones-mbr-security\/\">IP video surveillance<\/a><a href=\"\/en\/analitica-de-video-soluciones-mbr-security\/\">video analytics<\/a><a href=\"\/en\/control-de-acceso-soluciones-mbr-security\/\">access control<\/a><a href=\"\/en\/integracion-de-alarmas-soluciones-mbr-security\/\">Alarm integration<\/a><a href=\"\/en\/gestion-centralizada-soluciones-mbr-security\/\">centralized management<\/a><a href=\"\/en\/ia-personalizada-soluciones-mbr-security\/\">custom AI<\/a><\/div><\/div><div class=\"nav-group\"><a class=\"nav-trigger\" href=\"\/en\/ia-video-mbr-security\/\">AI monitoring<\/a><div class=\"nav-menu\"><a href=\"\/en\/ia-video-mbr-security\/\">Overview<\/a><a href=\"\/en\/orquestador-ia-ia-video-mbr-security\/\">Administraci\u00f3n con ayuda IA<\/a><a href=\"\/en\/supervision-ia-ia-video-mbr-security\/\">Alertas con IA<\/a><a href=\"\/en\/acciones-ia-e-integraciones-ia-video-mbr-security\/\">actions and integrations<\/a><a href=\"\/en\/alertas-proactivas-ia-video-mbr-security\/\">proactive alerts<\/a><\/div><\/div><div class=\"nav-group\"><a class=\"nav-trigger\" href=\"\/en\/industrias-mbr-security-2\/\">Industries<\/a><div class=\"nav-menu\"><a href=\"\/en\/industrias-mbr-security-2\/\">Overview<\/a><a href=\"\/en\/bodegas-y-cedis-mbr-security\/\">Warehouses and Distribution Centers<\/a><a href=\"\/en\/restaurantes-y-franquicias-mbr-security\/\">Restaurants and franchises<\/a><a href=\"\/en\/construccion-e-inmobiliario-mbr-security\/\">Construction and real estate<\/a><a href=\"\/en\/salud-mbr-security\/\">Healthcare<\/a><a href=\"\/en\/gasolineras-y-estaciones-de-servicio-mbr-security\/\">Gas stations and service stations<\/a><a href=\"\/en\/automotriz-mbr-security\/\">Automotive<\/a><\/div><\/div><a href=\"\/en\/programa-de-partners-mbr-security\/\">Partners<\/a><a href=\"\/en\/contactanos-mbr-security\/\">Contact<\/a><\/nav>\n        <div class=\"language-switcher\" data-no-translation aria-label=\"Selector de idioma\">\n          <a href=\"\/soporte-mbr-security\/\">ES<\/a>\n          <a href=\"\/en\/soporte-mbr-security\/\">EN<\/a>\n        <\/div>\n        <a class=\"nav-cta\" href=\"#contacto\">Contact support<\/a>\n      <\/div>\n    <\/div>\n  <\/header>\n\n  <section id=\"inicio\" class=\"hero support-hero\">\n    <div class=\"hero-media\" aria-hidden=\"true\"><\/div>\n    <div class=\"hero-grid\">\n      <div class=\"hero-copy\">\n        <p class=\"eyebrow\">Support center<\/p>\n        <h1>Support to keep your security operation running.<\/h1>\n        <p class=\"hero-lede\">Technical support in Spanish for customers operating the platform: configuration, cameras, alerts, evidence, users, reports, and critical incidents.<\/p>\n        <div class=\"hero-actions\">\n          <a class=\"button primary\" href=\"#contacto\">Contact support<\/a>\n          <a class=\"button secondary\" href=\"#canales\">View channels<\/a>\n        <\/div>\n        <div class=\"hero-proof\" aria-label=\"Support channels\">\n          <span>WhatsApp Business<\/span>\n          <span>Email<\/span>\n          <span>Video call<\/span>\n          <span>Business hours<\/span>\n        <\/div>\n      <\/div>\n\n      <aside class=\"command-panel\" aria-label=\"Support service\">\n        <div class=\"panel-head\">\n          <span>Help desk<\/span>\n          <strong>In progress<\/strong>\n        <\/div>\n        <div class=\"event-list product-list\">\n          <div><span class=\"status critical\"><\/span>Critical incident<strong>Priority<\/strong><\/div>\n          <div><span class=\"status review\"><\/span>Camera or alert review<strong>Ticket<\/strong><\/div>\n          <div><span class=\"status clear\"><\/span>Configuration guide<strong>FAQ<\/strong><\/div>\n          <div><span class=\"status clear\"><\/span>Project follow-up<strong>Active<\/strong><\/div>\n        <\/div>\n      <\/aside>\n    <\/div>\n  <\/section>\n\n  <section class=\"signal-strip\" aria-label=\"Support data\">\n    <div><strong>9:00<\/strong><span>business hours start<\/span><\/div>\n    <div><strong>18:00<\/strong><span>business hours end<\/span><\/div>\n    <div><strong>EN<\/strong><span>technical support in Spanish<\/span><\/div>\n    <div><strong>MX<\/strong><span>knowledge of the Mexican market<\/span><\/div>\n  <\/section>\n\n  <section id=\"canales\" class=\"section platform-section\">\n    <div class=\"section-heading\">\n      <p class=\"eyebrow\">Support channels<\/p>\n      <h2>Choose the right channel based on urgency.<\/h2>\n      <p>Support is designed to resolve operational questions, technical incidents, and platform adjustments without slowing down your daily operation.<\/p>\n    <\/div>\n    <div class=\"module-grid\">\n      <article><h3>Chat and WhatsApp Business<\/h3><p>Direct contact with the technical team for quick questions, ticket follow-up, and initial coordination during business hours from 9:00 to 18:00.<\/p><\/article>\n      <article><h3>Support email<\/h3><p>Send reports, evidence, or technical details to <a class=\"text-link\" href=\"mailto:soporte@securitymbr.com\">soporte@securitymbr.com<\/a>. Guaranteed response during business hours from 9:00 to 18:00.<\/p><\/article>\n      <article><h3>Video call sessions<\/h3><p>For complex cases, the team can connect with you to review configuration, alerts, cameras, or operating flows.<\/p><\/article>\n      <article><h3>Knowledge base<\/h3><p>Guides, tutorials, and frequently asked questions in English to resolve common questions about operation and configuration.<\/p><\/article>\n      <article><h3>Automatic updates<\/h3><p>The platform receives improvements, features, and security adjustments without requiring complex manual updates.<\/p><\/article>\n      <article><h3>SLA by incident level<\/h3><p>Incidents are handled based on criticality, operational impact, and urgency to prioritize service continuity.<\/p><\/article>\n    <\/div>\n  <\/section>\n\n  <section class=\"section operations\">\n    <div class=\"section-heading\">\n      <p class=\"eyebrow\">How to open a case<\/p>\n      <h2>The more context you share, the faster we can help.<\/h2>\n      <p>To speed up support, include information about the site, camera, event, time, and any available evidence.<\/p>\n    <\/div>\n    <div class=\"workflow\">\n      <article><span>01<\/span><h3>Describe the problem<\/h3><p>Indicate what is happening, since when, at which site, and which area of the platform is affected.<\/p><\/article>\n      <article><span>02<\/span><h3>Add evidence<\/h3><p>Include camera, user, screenshot, clip, alert, time, or error message if you have it.<\/p><\/article>\n      <article><span>03<\/span><h3>Define impact<\/h3><p>Indicate whether it affects one camera, one site, several users, or a critical operation.<\/p><\/article>\n      <article><span>04<\/span><h3>Follow up<\/h3><p>The technical team reviews, prioritizes, responds, and follows through until the case is closed.<\/p><\/article>\n    <\/div>\n  <\/section>\n\n  <section class=\"section implementation\">\n    <div class=\"section-heading\">\n      <p class=\"eyebrow\">Operational continuity<\/p>\n      <h2>Support is not only about fixing issues: it is about improving operations.<\/h2>\n      <p>In addition to handling incidents, the team can help you review AI rules, cameras, reports, and alert flows.<\/p>\n    <\/div>\n    <div class=\"decision-layout\">\n      <div class=\"decision-board\">\n        <div class=\"decision-row high\"><span>Critical<\/span><strong>Key camera or alert not operating<\/strong><em>High priority<\/em><\/div>\n        <div class=\"decision-row medium\"><span>Review<\/span><strong>Rule or false-positive tuning<\/strong><em>Follow-up<\/em><\/div>\n        <div class=\"decision-row low\"><span>Improvement<\/span><strong>Report, user, or configuration<\/strong><em>Optimization<\/em><\/div>\n      <\/div>\n      <div class=\"differentiator-list\">\n        <div class=\"capability\"><span aria-hidden=\"true\"><\/span>Review of cameras, connection, image quality, and availability.<\/div>\n        <div class=\"capability\"><span aria-hidden=\"true\"><\/span>AI rule tuning to reduce false alarms.<\/div>\n        <div class=\"capability\"><span aria-hidden=\"true\"><\/span>Support with users, permissions, notifications, and evidence.<\/div>\n        <div class=\"capability\"><span aria-hidden=\"true\"><\/span>Guidance for reports by site, shift, or event type.<\/div>\n        <div class=\"capability\"><span aria-hidden=\"true\"><\/span>Technical follow-up for multi-site projects.<\/div>\n        <div class=\"capability\"><span aria-hidden=\"true\"><\/span>Spanish-language support for security, IT, and operations teams.<\/div>\n      <\/div>\n    <\/div>\n  <\/section>\n\n  <section class=\"section faq-section\">\n    <div class=\"section-heading\">\n      <p class=\"eyebrow\">Support FAQ<\/p>\n      <h2>Common operational questions.<\/h2>\n    <\/div>\n    <div class=\"faq-list\">\n      <details><summary>Does it work with my current internet connection?<\/summary><p>The platform is designed to operate with typical business connections. During assessment, we review bandwidth, stability, and conditions at each site.<\/p><\/details>\n      <details><summary>What happens if power or internet goes out?<\/summary><p>It depends on the camera configuration and available local storage. In some cases, local recording can be preserved and synchronized when the connection returns.<\/p><\/details>\n      <details><summary>How long does implementation take?<\/summary><p>It depends on cameras, sites, connectivity, rules, and integrations. For large projects, phased implementation is recommended to minimize interruptions.<\/p><\/details>\n      <details><summary>Do I need to replace my cameras?<\/summary><p>No necesariamente. Primero se revisa si tus c\u00e1maras IP o dispositivos ONVIF\/RTSP actuales pueden integrarse con la soluci\u00f3n.<\/p><\/details>\n    <\/div>\n  <\/section>\n\n  <section id=\"contacto\" class=\"cta-section\">\n    <div>\n      <p class=\"eyebrow\">Need help?<\/p>\n      <h2>Contact the support team or request technical follow-up.<\/h2>\n      <p>Describe your case and share as much context as possible so we can help you faster.<\/p>\n    <\/div>\n    <a class=\"button primary light\" href=\"\/en\/contactanos-mbr-security\/\">Contact support<\/a>\n  <\/section>\n\n  <footer class=\"mbr-footer\" aria-label=\"Footer\">\n    <div class=\"footer-inner\">\n      <div class=\"footer-grid\">\n        <div class=\"footer-brand\">\n          <img loading=\"lazy\" decoding=\"async\" class=\"footer-logo\" src=\"\/wp-content\/uploads\/2026\/05\/MBR.png\" alt=\"MBR Security\" width=\"1576\" height=\"401\" \/>\n          <p>AI video surveillance for companies that need to operate with evidence, control, and continuity.<\/p>\n        <\/div>\n        <div class=\"footer-col\">\n          <h3>Platform<\/h3>\n          <a href=\"\/en\/productos-mbr-security\/\">Products<\/a>\n          <a href=\"\/en\/ia-video-mbr-security\/\">AI Video Monitoring<\/a>\n          <a href=\"\/en\/por-que-mbr-mbr-security\/\">Why choose us<\/a>\n          <a href=\"\/en\/contactanos-mbr-security\/\">Contact<\/a>\n        <\/div>\n        <div class=\"footer-col\">\n          <h3>Support<\/h3>\n          <a href=\"mailto:soporte@securitymbr.com\">soporte@securitymbr.com<\/a>\n          <a href=\"\/en\/contactanos-mbr-security\/\">Open a case<\/a>\n          <a href=\"\/en\/programa-de-partners-mbr-security\/\">Partners<\/a>\n          <a href=\"\/en\/soluciones-mbr-security\/\">Solutions<\/a>\n        <\/div>\n        <div class=\"footer-col footer-contact\">\n          <h3>Contact<\/h3>\n          <p>Support for companies in Mexico. Consultative demo by industry, site, and operational flow.<\/p>\n          <a href=\"\/en\/contactanos-mbr-security\/\">Talk to a specialist<\/a>\n          <a href=\"\/en\/programa-de-partners-mbr-security\/\">Partners<\/a>\n          <a href=\"\/en\/por-que-mbr-mbr-security\/\">Why choose us<\/a>\n        <\/div>\n      <\/div>\n      <div class=\"footer-bottom\">\n        <span>\u00a9 2026 MBR Security. All rights reserved.<\/span>\n        <span><a href=\"#inicio\">Back to top<\/a><\/span>\n      <\/div>\n    <\/div>\n  <\/footer>\n<\/main>","protected":false},"excerpt":{"rendered":"<p>Security InicioProductos Soluciones Videovigilancia IPAnal\u00edtica de videoControl de accesoIntegraci\u00f3n de alarmasGesti\u00f3n centralizadaIA personalizada Monitoreo IA Vista generalAdministraci\u00f3n con ayuda IAAlertas con IAAcciones e integracionesAlertas proactivas Industrias Vista generalBodegas y CEDISRestaurantes y franquiciasConstrucci\u00f3n e inmobiliarioSaludGasolineras y estacionesAutomotriz PartnersContacto ES EN Contactar soporte Centro de soporte Soporte para mantener tu operaci\u00f3n de seguridad funcionando. Atenci\u00f3n t\u00e9cnica en&#8230;<\/p>","protected":false},"author":1,"featured_media":251,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_kad_post_transparent":"","_kad_post_title":"hide","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","_joinchat":[],"footnotes":""},"class_list":["post-20","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/pages\/20","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/comments?post=20"}],"version-history":[{"count":18,"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/pages\/20\/revisions"}],"predecessor-version":[{"id":649,"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/pages\/20\/revisions\/649"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/media\/251"}],"wp:attachment":[{"href":"https:\/\/securitymbr.com\/en\/wp-json\/wp\/v2\/media?parent=20"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}