Onboarding support
Each Manager Licence and each User App Licence includes 6 hours of onboarding support from LCD. It's there to get a site set up and its staff confident, usually over a couple of remote sessions.
This page explains what onboarding covers, how to request it and what to have ready. For help with a fault on a site that's already running, see Getting support.
What's included
| What | Details |
|---|---|
| Hours | 6 hours with each Manager Licence and each User App Licence, so a processor with both has 12. An API Licence doesn't add hours. |
| How long it lasts | 12 months from the date you buy the licence. Hours not used by then lapse. |
| How it's given | Remote sessions with an LCD engineer, booked at a time that suits you. Most sites need about two. |
LCD keeps the hours loosely: a session that runs a little over won't be stopped mid-task.
What a session can cover
Anything that gets Centro System Manager for Crestron running well on your site. For example:
- loading the program and the first sign-in
- the setup wizard, Administrators and the certificate
- connecting Crestron Home or Crestron Custom, and checking every location reports its state
- locations and touch screens
- schedules, alerts and email
- User App QR codes and how users get access
- showing site staff how to use the site dashboard and control a location
- a review of a site you've already set up yourself.
What isn't included
- Visits to the site
- Programming the Crestron system itself — Crestron Custom, Crestron Home configuration and drivers other than Centro's
- Faults in other systems, such as the network, a property management system (PMS) or third-party equipment
- Custom development.
LCD can quote for any of these separately.
Request onboarding
- Have the details below to hand.
- Fill in the onboarding request form.
- You'll get an email confirming your request. You don't need an account: one is made for you when you send the form, and you can follow the request from the link in the email.
- An LCD engineer reviews the request and replies to book the first session.
The form is on lightingcontrol.co.uk, so the device you use needs an internet connection. The processor doesn't.
What the form asks for
| Field | Where to find it |
|---|---|
| Your company and contact details, and your time zone | — |
| Whether you're the installer or the site owner | — |
| The licence key or your order number | Your order confirmation email |
| The processor model, and whether the site runs Crestron Home or Crestron Custom | The label on the processor, and Settings → System → Connections |
| The site name and about how many locations | Settings → System → Locations |
| Connections and other systems on the site | Settings → System → Connections |
| What you'd like help with | A list to tick: install, configuration, schedules and alerts, User App, staff training, other |
| Dates that suit you for a session | — |
The more detail on the form, the more of the first session goes on your site and the less on questions.
Before the first session
Sessions go further when the basics are already in place:
- The program is loaded and running on the processor. See Load the program.
- You can sign in as an Administrator. See First sign-in.
- The licence key is added. See Activate a licence.
- You can share your screen from a computer on the same network as the processor.
If you get stuck on any of these, say so on the form. Getting past them is a good use of the first session.
After each session
LCD sends a short summary of what the session covered and roughly how many of your hours are left. Reply to the same email to book the next session.