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Can I have a different lock than what is in the picture?

You can choose which lock that you would like for each safe on the product guide. 

Can my safe be installed while my site is under construction?

Yes, however, the floor, walls, electric and network must be in place. Additionally the parking lot must be paved and path to where unit will go must be clear.

Do you have cash management safes?

You can contact our sales team and they would be happy to help you with this.We have several options that are available here. (hyperlink to smart safes)  

Do you have drop safes?

You can contact our sales team and they would be happy to help you with this. We have many

Do you offer international service?

Yes, we do, for more information call (866) 507-0279.

Does Cennox perform multi-site installations?

Yes, we recommend early planning and coordination with your operations team and our implementation team to ensure all special considerations are coordinated appropriately.

Does the solution offer the ability to create device location specific (or grouped) messaging to display immediate notification/bulletin for end user messaging? If so, please explain the functionality.

Yes, the safe level software includes a scrolling message center that is used for status, event notifications and messaging. This is located at the bottom of the touchscreen and is available at all times.

Frequently Asked Questions (SV2)

How do back office users access the software solution?

Full remote management via a web browser using a secure connection and login credentials. Capabilities include configuration changes, software revision and a robust business intelligence reporting platform (cash and activity level reporting).

How do I find basic safe instructions?

See our website or call our Service department for assistance at (800) 342-3033.

How is physical hardware/software maintenance performed (at device)?

Software maintenance is performed remotely via web services. Hardware maintenance can be accomplished through the dispatch of our Field Service Technicians. Reliability is enhanced by our ability to perform predictive maintenance based on metrics kept by the system.

How long does it take to get an intelligent safe, delivered and installed?

Approximately six weeks typically from the time your order is submitted and depending on stock levels.

How long does it take to have a traditional safe delivered and installed?

Between two and four weeks typically from the time your order is submitted and depending on stock levels.

I have a certain type of space. Would a safe fit into it?

You can contact our sales team, and they would be happy to help you with this. 

Questions to think about:

What are your most important documents? What would happen to your business if these documents were lost in a disaster? What are you doing to protect them? 

What are these safes rated?

B C rating or fire proof.These ratings you can find in the product description of each safe. 

What are your hours of operation?

Our call center operates 24x7x365

What data is accessible to display to the customer?

All transaction and configuration based information is available, accessibility will be determined by role and entitlement based on user credentials.

What is required for my site to be ready for safe installation?

A designated spot for placement of your new safe, power and Ethernet outlets within 6ft of where unit will be placed. 

What is the process for a sync after an offline condition?

Once connection is re-established all locally stored information is pushed to the cloud, and all configuration data is pulled down. The safe synchronizes at configurable intervals – typically less than 5 minutes. The sync process has 4 steps: check for updates and commands; gather and report health and status metrics; report transactional events that the server(s) have not received yet; check and update configuration.

What is the process for Application software patching and configuration (e.g. User management, device configuration)?

Remote update process – the safe or other cash handling device checks into the server(s) periodically for updates. As currently deployed this happens every 5 minutes or less – the interval is configurable.

What is the process for Firmware patching (e.g. Tracking and updating, acceptance of bill denomination changes)?

Remote update process is currently managed on an as-needed basis but may be automated based on business need.

What is the process for OS patching (e.g. Network setup, patches)?

The operating system is remotely updatable including the ability to apply patches and upgrade packages. Adjustments to network setup can also be configured remotely

What is the retention length of logs stored?

30 days for application logs, 1 year for server logs, 3 months for safe level transaction records, 6 months on the server (database). Data may be archived for longer periods based on customer requirements but is not retained in the production databases beyond these periods.

What level of encryption capabilities are used for data storage, data transmission and user access (internal and remote)?

All data from the safes to the servers is encrypted by Blowfish encryption during its entire route. Triple DES and other ciphers also available. Access to the web services is encrypted via SSL.

What options are available for safe service?

We offer multiple options for safe service, from phone service up to time and material services. For full details of our suite of services call our Account Services Team at (866) 507-0279. 

What other events are captured and stored?

VPN, data synchronization, content and firmware updates, system level metrics.

What other remote capabilities are there?

Software restart, note device initialization, full safe configuration and management, and touchscreen recalibration.

What user activities are logged?

All user activity is logged through the application level software and reported up to the cloud backend.