Okiff Reflex Technical Support
Help Desk, Community Forums, and Lifecycle Services for Your Deployment
Post-deployment support for Okiff Reflex is structured around three access points: direct technical assistance from the Global Technical Assistance Centre (GTAC), a community forum for peer knowledge-sharing between operators and integrators, and a lifecycle services portal for software downloads, licence management, and firmware update packages.
Support tiers included with your subscription
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Standard | Professional | Enterprise | |
Included with | Site Essentials subscription | Site Professional subscription | Enterprise Custom subscription |
GTAC ticketing portal access | ✓ | ✓ | ✓ |
Community forum access | ✓ | ✓ | ✓ |
Documentation & knowledge base | ✓ | ✓ | ✓ |
Software downloads & firmware | ✓ | ✓ | ✓ |
Response SLA — P1 (system down) | Next business day | 4 hours | 1 hour |
Response SLA — P2 (degraded) | 3 business days | 8 hours | 4 hours |
Response SLA — P3 (advisory) | 5 business days | 2 business days | 1 business day |
Technical account manager | — | — | ✓ (named) |
24/7 emergency escalation | — | — | ✓ |
On-site support (where available) | — | — | ✓ (by arrangement) |
Proactive health monitoring | — | — | ✓ (fleet telemetry review) |
Global Technical Assistance Centre (GTAC)
All Okiff Reflex subscribers submit technical support requests via the GTAC ticketing portal. Tickets are triaged by priority on submission — providing your subscription ID and a brief description of the affected system and impact allows our team to assign the correct priority and route to the appropriate technical specialist.
Priority definitions:
Priority | Definition | Example |
P1 — Critical | Platform or AI detection completely unavailable at one or more production sites | Node offline, recording stopped, no detection events |
P2 — High | Significant degradation to platform function affecting operational capability | Alert delivery delayed, specific camera offline, AI model not running |
P3 — Medium | Non-critical issue with workaround available | Configuration question, UI behaviour, integration query |
P4 — Low | Advisory, feature request, documentation feedback | No operational impact |
To open a ticket: Log in to the GTAC portal with your Okiff Reflex administrator credentials.
Tickets can also be submitted via email to [email protected] — include your subscription ID, node hostname, and a description of the issue.
Ticket tracking: All ticket history, resolution notes, and correspondence are accessible in the GTAC portal. Enterprise subscribers receive weekly open-ticket status summaries from their technical account manager.
Community forum — peer knowledge sharing for Okiff Reflex operators and integrators
The Okiff Reflex community forum is a peer forum for operators, IT teams, and partner integrators to share configuration knowledge, integration patterns, and operational best practices. It is not a substitute for GTAC support — production issues should always be raised as support tickets — but it is the fastest way to find answers to common configuration questions, discover community-contributed integration templates, and learn from deployment experiences in similar environments.
Forum sections:
Deployment & Configuration
Zero-Touch Provisioning, OTA updates, camera integration
AI & Detection
Model performance, Rules & Events configuration, alert tuning
Integrations
Webhooks, API, SIEM, BMS, access control
Partner & Developer
SDK usage, OEM deployments, ISV integration patterns
Show & Tell
Community-contributed configurations, integration templates, deployment writeups
Licence management, software downloads, and firmware updates.
The Okiff Reflex Lifecycle Services Portal is the self-service hub for subscription management and software asset management.
Available in the Lifecycle Portal:
Licence management — View active subscriptions, site allocations, and renewal dates. Add sites to an existing subscription. Download licence keys for offline/air-gapped deployments.
Software downloads — Download Okiff Reflex container images for manual deployment or air-gapped environments. All downloads are cryptographically signed — verify the signature before installation using the published Okiff Reflex signing key.
Firmware and OTA packages — Download offline OTA update packages for sites without WAN connectivity. Includes all AI model updates released since the previous package.
Release notes archive — Full version history, including security advisories and patch details, for every version from v1.0 onwards.
Signing key — The Okiff Reflex software signing key, updated annually, for verifying downloaded packages.
Access: Log in with your Okiff Reflex administrator credentials at lifecycle.okiff.com.
System & Technical Requirements Sub-headline
Ensure your infrastructure meets the hardware specifications required for Okiff Reflex core software and modular components.
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Component / Module | CPU | RAM | Storage | Hardware / Node Limits |
Okiff Reflex (Core Software) | 2 Threads | 2 GB | 50 GB HDD | Core platform baseline |
Rules Engine (Software Module) | 2 Threads | 2 GB | 50 GB HDD | Event processing engine |
AI Inference (Software Module) | 4 Threads | 8 GB | 2 GB HDD (+ 10 MB / Event) | Requires 8 GB GPU (+ 1 GB / active AI model) |
Okiff Router Agent (Software Module) | 4 Threads | 2 GB | 2 GB HDD (Video storage optional) | Max 100 devices (Cameras, IoT, etc.) per Agent |
Roadmap Note: 🚀 Upcoming Feature: Support for AV1 Transcoding is currently on our product roadmap to further optimize video streaming efficiency, bandwidth consumption, and storage footprints.
Professional services for complex deployments.
For deployments requiring on-site or remote technical assistance beyond the scope of subscription support, Okiff Reflex offers professional services engagements:
1
Deployment assistance
Remote or on-site configuration support for initial deployment and camera integration
2
Integration development
Custom Webhook integration development for non-standard SIEM, ITSM, or BMS platforms
3
Architecture review
Remote architecture review session with an Okiff Reflex solutions architect
4
Training
On-site or virtual training for SOC operators, IT administrators, and partner technical teams
Professional services are scoped and quoted on request. Contact the professional services team via the GTAC portal or at [email protected].
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