AMAG Symmetry Scoop – November 2023

From the Desk of David Sullivan

A word from AMAG President, David Sullivan.Valued Partners:

Shortly after GSX, I shared the release of our new portfolio graphic. In that note, I spoke of our total product portfolio being a true differentiator to others in the marketplace, and that our overall solution offering will become the backbone of how we present ourselves. As end-users seek increasingly integrated solutions, connecting not only their security solutions into a single offering but also as a component to a broader ecosystem that provides them an overarching solution for their business needs, AMAG is driven to provide you with both the products and the support to meet their demanding expectations. AMAG not only leads the industry as a provider of enterprise access solutions, but also as a provider of visitor management, PSIM, and PIAM, and Video Management Solutions. While a broad product offering and its connected ecosystem are important, we also need to put a solid infrastructure in place to support you. In our recent quarterly executive management meeting, we evaluated our current capabilities and uncovered the gaps we have in providing our expected level of support to our partners. We developed a plan to enhance and improve our support capabilities because we believe that having a solid product portfolio is only one part of a quality partnership with our channel. We must ensure that we have a solid foundation in place to support our ambitious product and service offerings.

Starting with our internal team, we are working to enhance our entire organization’s knowledge of our product and service offerings. It is important that everyone can support our valued partners to ensure a quality installation in our mutual end user’s operations. If everyone in AMAG becomes knowledgeable, we become a better supplier to you with each of our employees being able to deliver the correct solution for the application. Our sales, customer service, and technical support teams all need to be well-versed in our products and also in understanding network topology and how we fit. We are upping our game at AMAG, all with the intent to improve our support to you so that you can improve your end-user support.

Unfortunately, all of the above takes time. It never happens overnight, however once we achieve our milestones you will feel the difference. Already our employees are seeing a positive change in AMAG, as I hope that you are as well. We are driven to succeed, and as I have previously mentioned, we have a great deal of things in the works. You will begin to see these elements come to fruition, with the most immediate coming in December, where we will be publishing for the first time in a long time a product roadmap. Soon this will be followed by a more complete product vision. One that provides you clarity on where we are headed and how we are going to get there.

At AMAG we are driven to continuously improve and are working hard to become better at the things that already make us a leader in our industry. We are excited to have you as our partner and look forward to our mutual success. Let’s finish 2023 with a bang, and kick off the new year with a fast start!

All the best, and happy holidays


Time is Running Out! Take Advantage of the SSA Amnesty Program and Renew Without Penalty

SSA Amnesty ProgramDo you have an expired Site Support Agreement? Act now before it’s too late! Now is the time to renew with our new SSA Amnesty Program!
AMAG is waiving the lapsed coverage fee AND the penalty fee for expired SSAs that we receive an order for from September 1 – December 31, 2023. Plus, receive a 5% discount when you buy a 3-year SSA.
Different levels are available depending on your needs.

Gold Level:

  • Free software upgrades and patches

  • Remote video technical support.

  • Free support for all certificated third-party integrations

Platinum Level:

  • Designated program manager

  • System checks to ensure optimal performance

  • 24/7 technical support, an accelerated path to Tier 3 and site visit escalations

  • Free replacement of AMAG-manufactured controllers

  • Free database conversions

  • Integrated 3rd party product support

  • Free end-user classroom training

  • Predictable planning for system expense

Save money and renew now to ensure your Symmetry system is operating efficiently. This promotion is valid for sites expired in 2022 or earlier.

Donā€™t wait! Email to renew your SSA.

What’s New with AMAG Training?

In an effort to streamline the Training experience, we have enhanced our offerings to meet the modern-day needs of our partners and customers.

Symmetry Operator Course Available On-Demand

The Operator course is designed to help our customers become subject matter experts in performing their day-to-day work within the Symmetry Access Control system. Just sign up and begin training immediately and complete the course at your own pace. Access to content after the training will make for a stronger workforce. Register today.

Symmetry Certification Update

Starting August 1, the Symmetry Certification has moved to a two-year recertification process. Any new certification will be active for two years, and anyone recertifying will also have two years between recertifications. This will make it easier for technicians and help them manage their time.

Essentials Course moves to Azure VMs

We have also moved the Essentials Certification and End-User Manager courses to Azure VMs. This has allowed us to shorten the course from 5 days to 4 days. The use of VMs has also allowed us to use a transaction simulator application, so there is no need for equipment in the classroom. The virtual environment ensures that each student has a working server to install, program and monitor Symmetry, creating a better learning environment.

We have many new changes coming in the near future, so stay tuned!

AMAG Technology Releases Symmetry Access Control V9.5

AMAG Technology released Symmetry Access Control V9.5. Several new enhancements are included in this release. Click here to read the full story.

Migrate your Casi system to Symmetry SR and Buy One Get One

Act now and purchase a Symmetry SR panel and get a second one free.

Your Casi-Rusco system has been left behind by others, but not by AMAG. AMAG is the only provider in the world with a supported transition plan. We stand firm, providing smart solutions to keep your legacy system going strong. And for a limited time, purchase a Symmetry SR panel and get a second one FREE.

New RMA Process Implemented

A new RMA process was developed with the goal of making AMAG easier to do business with.

To start an RMA, customers should first contact Technical Support via phone or email. Technical Support can be reached by calling +1 (800) 874-1091 or by email at

The Technical Support team will start an RMA ticket and validate the issue, product, and warranty status. Once this has been completed, the customer will receive an RMA number for tracking. The Customer Service team will provide email updates as the replacement hardware is packed and shipped from the warehouse. The customer will then receive details on how to dispose of their old hardware.

Please note the RMA Form is no longer required as Technical Services/Customer Service will work with the customer to obtain the relevant data.

Customer Webinar Featuring Zenitel Integrated Audio and Symmetry Analytics

November customer webinar

Our November webinar featured Kelly Lake, Director of Global Strategic Alliances, Safety & Security for Zenitel where she highlighted the benefits of using integrated audio with access control. An update on Symmetry Analytics from AMAG Product Manager, Matthew Macintosh was also given. Watch the webinar!

MicrosoftĀ® Security Updates & Symmetry Systems Requirements

The MicrosoftĀ® Security Update statements are available on the Partner website. Go to Technical Bulletins/Microsoft Security Updates and look for the November 2023 versions. Microsoft Security Updates are available for:

  • v9.x

  • Hosted Systems

These updates document the Microsoft patches that have been evaluated against supported Windows and Server platforms for Symmetry versions v9.x and hosted systems. We are no longer providing a document for v8.x because Microsoft stopped supporting Server 2012 and 2012 R2.

Holidays 2023

UK Office

December 25, Christmas Day

December 26, Boxing Day
US Office
December 25, Christmas Day

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