# Frequently Asked Questions

This section contains answers to common questions about Gallagher SMB.

<details>

<summary><strong>Where is the server?</strong></summary>

The Gallagher SMB system is hosted using Amazon Web Services (AWS). Data resides in the Sydney, Australia datacentre. Technicians use a web application to configure and commission customer sites from a desktop PC, laptop, tablet, or smartphone.

\
Web address is <https://app.halo.gallagher.com/installer/>

</details>

<details>

<summary>What does the customer do if they get a new phone?</summary>

There are three options for users who want to resume using the SMB app on a new mobile phone - [Re-registering with a new phone](https://help.security.gallagher.com/smb-installer-portal/using-the-gallagher-smb-app/managing-users#re-registering-with-a-new-phone)

</details>

<details>

<summary><strong>Can I configure a static IP address for the controller?</strong></summary>

No.  The Controller relies  entirely on DHCP for it's IP address and there is no other way to give it a static IP address.

Temporarily relocating the controller to another network to configure it still wouldn't ultimately work as it will only attempt to use DHCP again once it's brought back. &#x20;

As a cloud-based product it can't function as intended without a permanent internet connection.  The MAC address is printed on the label of the controller.

</details>

<details>

<summary><strong>Can the system operate entirely off the cellular router?</strong></summary>

The Permaconn 54 (NZ/AUS) or Alula (USA) can be used to provide a backup communication path to the cloud in the event of the site losing its internet connection. This router should only be used temporarily until the local network is restored.

</details>

<details>

<summary><strong>If the site loses internet connection, how does the system work?</strong></summary>

If the controller loses its connection to the cloud it will continue to operate locally, keeping the site secure. During this time, the customer will be able to arm and disarm their site at the reader and gain access.

[Broken mention](broken://pages/zLTcOFGbJvgE2kctlsgT#settings)

</details>

<details>

<summary><strong>How do I upgrade a site - do I need to?</strong></summary>

The controller is automatically updated with the latest firmware, cyber security, and functionality.

Controller Firmware can be updated manually if required - [Controller Firmware](/smb/site-configuration/assign-a-controller-to-a-site/controller-firmware.md)

</details>

<details>

<summary><strong>Will the system be unavailable while it is being updated?</strong></summary>

The SMB cloud server will remain online at all times. Controller firmware updates are automatically applied by Gallagher. The controller will remain online during the firmware download but will restart on completion. During restart, access to areas might be delayed temporarily (1-2 minutes).

</details>

<details>

<summary><strong>What is the default door access time?</strong></summary>

5 Seconds. Currently, this is hard-coded and cannot be altered.

</details>

<details>

<summary><strong>Can the system support wireless devices?</strong></summary>

There is no support for built-in wireless devices. However, low-level wireless support through Inovonics detectors have been tested and approved by Gallagher.

</details>

<details>

<summary><strong>Can the system communicate to Command Centre?</strong></summary>

No, currently the system has no integration path to Gallagher Command Centre.

</details>

<details>

<summary><strong>Are there Logic Blocks in the system?</strong></summary>

No.

</details>

<details>

<summary><strong>What can I apply schedules to?</strong></summary>

Access schedules can be configured by the installer and applied to Doors or Elevator Floors  or user schedules can be created in the SMB app by a Site Manager.

</details>

<details>

<summary><strong>Can you bulk provision users?</strong></summary>

No. Each user must be added to a site individually.

</details>

<details>

<summary><strong>Can I set an expiry date on a user's account?</strong></summary>

Yes.  Start & end dates can be applied to users.

</details>

<details>

<summary><strong>Can the system record Time and Attendance?</strong></summary>

Reporting on Time and Attendance is not currently available within the Gallagher SMB app; however, user events are recorded and can be viewed in the History Log.

</details>

<details>

<summary><strong>How many doors can the system support?</strong></summary>

The recommended number of doors for Gallagher SMB is 10 access control doors.

</details>

<details>

<summary><strong>How long are the SMB logs kept for?</strong></summary>

Refer to the [Gallagher SMB Privacy Policy](https://security.gallagher.com/en-AU/Product-Ranges/SMB/Policies)

</details>

<details>

<summary><strong>What is the SMB License Ordering process?</strong></summary>

Once the SMB system has been installed, configured & activated a new site report showing how the site has been configured is generated for Gallagher & the subscription is created based on this report for monthly or annual invoicing.&#x20;

</details>

<details>

<summary>What do I do if a customer moves out of the site and a new customer moves in?</summary>

Create a new site using the existing site as a[ Site Template](https://help.security.gallagher.com/smb-installer-portal/installing-gallagher-smb/configuration/create-a-site-template) and save the template.

Contact Gallagher Technical Support to raise a request to delete the existing site.

[Clear the Controller's configuration](https://help.security.gallagher.com/smb-installer-portal/installing-gallagher-smb/installing-the-hardware/bring-controller-online#clearing_the_controllers_configuration).

Assign the Controller to the new site and activate the site.

This ensures the events, history and user information from the previous site isn't visible to the new tenants on the site and protects the privacy of data.

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