A new standard for support and operational continuity of your systems

When a security platform is in operation, its continuity doesn't depend on a single piece of equipment — it depends on the state of cameras, servers, storage, communications networks, power, UPS units, batteries, software, licenses, configurations, and the ability to detect and address degradation in time.

That's why we're taking an important step: organizing how we receive, log, and manage technical requests, while helping each institution clearly distinguish what falls under warranty, what falls under support, and what requires a formal maintenance and operational-continuity service.

• Starting October 1, 2026, any request requiring diagnosis, technical intervention, follow-up, or a committed timeline must be logged through the Visionaria Support Portal.

• The Portal lets you create and follow tickets, check their status, keep an auditable history, and associate every intervention with an authorized institutional user.

• Email, phone, and WhatsApp will continue to serve only as orientation and contingency channels. When a situation requires technical follow-up, it will only be formalized as a ticket.

• Credentials are individual. Access must not be shared between operators, since identifying who requests or authorizes an intervention is part of the service's traceability. Committed response times (SLA) will be counted from formally logged requests, within the scope of the applicable contract, purchase order, or in-force instrument.

Video surveillance and public-security systems manage critical infrastructure for municipal operations and may also involve personal data processing. Chile's regulatory framework is raising the expected standard for security, traceability, and availability.

• Law No. 21.802, in force since August 12, 2026, strengthens municipal institutions in public security and regulates the use of surveillance technologies within a framework that safeguards personal data protection and privacy.

• Law No. 21.719, which takes effect on December 1, 2026, introduces security duties covering confidentiality, integrity, availability, and resilience of processing systems, as well as the ability to quickly restore availability after physical or technical incidents.

• The technical guidelines from the Undersecretariat for Crime Prevention (Subsecretaría de Prevención del Delito) for teleprotection systems consider preventive and corrective maintenance and service-level agreements as relevant elements for correct operation and continuity. These guidelines are a technical reference and should be applied according to the specific project and instrument. These rules and guidelines do not mean the law requires hiring Visionaria; they do reinforce the need for institutions to demonstrate how they manage the availability, maintenance, security, and recovery of the systems they use.

As a general rule, and unless a contract, bidding documents, accepted proposal, warranty, purchase order, or in-force SLA expressly states otherwise, the following factors should not be confused with a warranty-covered defect or an automatically included maintenance obligation:

A system can be out of warranty and still be critical to public safety. It can also be working while showing signs of degradation that need to be detected before they turn into prolonged downtime. For institutions that need permanent coverage, Visionaria has structured its Systems Operational Continuity Service, whose scope is defined contractually based on each client's criticality, infrastructure, location, and needs.

Depending on the contracted plan, the service can include health and availability monitoring, preventive maintenance, corrective service, backup management (UPS and batteries), obsolescence tracking, escalation, SLA, incident history, reports, and technology-renewal recommendations.

This annex describes, operationally, how an authorized institutional operator creates a support request in the Portal, and how that request is processed until it becomes a ticket with its associated priority and response time.

Step by step: how to create a request

1. 1

   Access the Portal. The operator goes to www.visionaria.cl/es/soporte from any browser, with no need to install additional apps.

2. 2

   Sign in with a magic link. They enter their authorized institutional email and receive a one-time access link valid for 15 minutes. There are no passwords to create, remember, or share.

3. 3

   Preliminary screening checklist. Before enabling ticket creation, the system asks the operator to confirm basic conditions (normal power, no incident on site, anomaly lasting over an hour, equipment restarted, and verified internet access), to filter out trivial causes before escalating a formal request.

4. 4

   Report details. Once past the checklist, the operator fills in the fault type, the specific location, whether it's a global failure, and, when applicable, the number of cameras or other affected assets.

5. 5

   Automatic priority calculation. The Portal determines the ticket's priority using objective rules. The operator never assigns priority manually.

6. 6

   Ticket creation and traceability. The request is logged as a formal ticket with an active SLA, immediately visible in the Portal's "System Status" section, and associated with the institutional user who created it.

Follow-up, permissions, and other channels