Prey Controller support helps organizations manage devices that track and secure laptops, phones, and tablets. This assistance includes installation, configuration, troubleshooting, and policy optimization to ensure consistent asset visibility.
When users encounter issues or need guidance on advanced features, reliable support reduces downtime and strengthens endpoint security across the fleet.
| Support Tier | Response SLA | Coverage | Access Channels |
|---|---|---|---|
| Community | N/A | Forum posts and peer answers | Community forums |
| Standard | Next business day | Email support and knowledge base | Support portal, email |
| Pro | Within 4 hours | Priority email and chat during business hours | Support portal, chat, email |
| Enterprise | Within 1 hour | 24/7 phone, chat, and dedicated engineer | Phone, chat, portal, dedicated contact |
Device Enrollment and Configuration
Automated Onboarding Options
Support guides administrators through automated device enrollment using MDM integrations, email invitations, or self-service portals. Clear step-by-step instructions help reduce setup friction and ensure devices appear correctly in the console.
Policy and Profile Management
Prey Controller support assists in defining policies for locking, wiping, tagging, and geofencing devices. Consistent policy application simplifies compliance and ensures that lost or stolen endpoints can be handled according to organizational procedures.
Troubleshooting and Diagnostics
Common Connectivity Issues
Support teams help diagnose problems such as agents failing to check in, delayed location updates, or missing inventory data. Engineers review logs, network settings, and firewall rules to restore reliable communication between devices and the control panel.
Agent Health and Version Management
Keeping the agent up to date is critical for security and feature availability. Support provides guidance on rolling out new agent versions, handling failed updates, and verifying device health across operating systems.
Security and Compliance
Data Protection and Access Control
Prey Controller support helps configure role-based access, audit trails, and encryption settings to protect sensitive location and device data. These measures align endpoint visibility with internal policies and external regulations.
Incident Response Playbooks
The platform integrates with incident response workflows so that support can guide teams through quarantine, investigation, and reporting. Standardized playbooks speed up reactions to theft, loss, or potential insider threats.
Integration and Scalability
Connecting with Existing Tools
Support includes advice on integrating Prey Controller with ticketing systems, SIEM platforms, and identity providers. Well-structured APIs and webhooks enable automation without deep custom development.
Planning for Growing Environments
As organizations add endpoints, support assists in designing scalable console usage, group hierarchies, and reporting strategies. Capacity planning ensures performance remains stable as the device count increases.
Key Recommendations for Effective Endpoint Management
- Use automated enrollment to speed up onboarding and reduce manual errors.
- Define clear policies for locking, wiping, and tagging devices before incidents occur.
- Monitor agent health and schedule regular updates across all operating systems.
- Integrate with existing security tools to create consistent incident response workflows.
- Plan for scalability by organizing groups, roles, and reporting structures in advance.
FAQ
Reader questions
How do I resolve a device that stays offline in the Prey Controller console?
Check network connectivity, confirm the agent can reach the Prey endpoint, verify credentials, and review local firewall rules. Reinstall or update the agent if necessary, and use the console logs to pinpoint where the check-in process fails.
Can I restrict which team members see location data for devices?
Yes, configure role-based permissions so only authorized staff can view or manage location and device details. Combine roles, groups, and audit logs to enforce least-privilege access and remain compliant with data policies.
What should I do if a remote wipe command does not reach the device?
Ensure the device is online, the agent is active, and no connectivity blockers are preventing commands from arriving. Resend the wipe, check for MDM conflicts, and if the device remains unresponsive, combine remote actions with local recovery procedures.
How often should I review and update Prey Controller policies?
Review policies quarterly or whenever endpoints, regulations, or staff responsibilities change. Update tagging rules, geofences, and response playbooks to reflect current security postures and operational workflows.