Extended Video - Template

// when the device is disconnected - switched off

Hello #,

We sent / submitted a request to our database and we are waiting for the device to connect again / get back online in order to retrieve the footage. We will come back with an update once the videos get uploaded to the portal.

In the meantime, please note that the recordings are available using the Idrive remote access app. Since the device does not transmit any info via data connection, we cannot assist remotely and the videos can only be extracted using the mobile app.

Could you please contact the client and ask them to switch on the dashcam in order to have the recordings uploaded?

// follow up - disconnected

We see that the device has not yet obtained a connection. Could you please let us know for how long the camera was used since the accident? We must ensure so we do not risk the footage to get overwritten on the SD card before we can retrieve it. 

Weekend cases

In this situation, in order to assist remotely, I would advise to:

1. Recall the unit in the office and connect the camera, so we can search for the available recordings

2. Unplug the device and plug it back in after two or three days

// when device is online

Dear [Client's Name],

I hope this message finds you well.

I am writing to inform you that the extended video you requested has been successfully extracted. You can find the relevant details below:

Event ID: [Event ID Here]

Thank you for your patience.

Best regards,

[Your Name]

// finish

We can see the incident / accident around the 30-second mark.

Please let us know if the footage was helpful and if we could help with anything else.