Kastle Systems is the new technology platform used for access control and visitor management at Two Trees office buildings. Kastle will provide both the access control technology within the new Two Trees tenant App and the hardware and software used in the turnstiles and other access-controlled doors throughout the building (roof decks, bike rooms, etc.) Tenants will have the ability to set up new employees/affiliates directly on this new platform. 

All permissions to use the new Two Trees App and general building access credentials are managed directly by tenants through this technology platform. 

The new smartphone-enabled Two Trees App is a new tenant portal that to manage your tenant experience. While there will be a variety of functions built within the app, the five most important features that directly relate to your day-to-day experiences will be the following. 

• Mobile/Digital Key - The tenant App will be your new mobile key and credential to enter the building through the new turnstiles. 
• Visitor Access - From the App you will be able to create and send visitor passes to any guests that you will be inviting to the building. 
• Amenity Reservations - In the App you will be able to check availability and reserve time slots for the various shared conference rooms located throughout the building and reserve other building amenities. 
• Announcements - All relevant building communications and news announcements will reach all tenants and their employees directly through the app.
• Service Requests/Work Orders 

The App is very intuitive and user-friendly and will require minimal training (if any at all) for immediate use and activation. 

Each tenant will have designated administrators that will have direct access to the Kastle platform and therefore the direct ability to create mobile keys for new employees and deactivate keys for employees that have left their firms without having to go through the Two Trees Management Office.  

The designated contact for each company may vary based on their role within the organization or the size of the company. For most companies/tenants, the Kastle administrators are existing employees who have been the primary points of contact about their tenant experience and are most commonly Office Managers/Administrators, HR Contacts, Facilities/Operations teams, Administrative staff, or firm principals. 

No, Two Trees has partnered with Kastle to set up all existing tenants in the Kastle system with the list of employees provided by each firm in early 2023. However, if you have added any new employees since providing this initial list to Two Trees, those employees will need to be added once you have access. 

Any Kastle administrator at your company can log into the Kastle platform and easily add new employees/affiliates that will require building access or remove access for employees/affiliates no longer at the company. Adding a new employee is a very quick and easy process that can be done on a one-off basis or as part of bulk upload for a longer list of new people.  

No, an authorized administrator at each company will need to set up a new person. These administrators are the ones who are authorized to add or remove employees and affiliated persons, give access to the Two Trees App, and give permission to access the building.  

When the Two Trees App is released in late March 2023, all tenants will receive a direct email invitation to download the App using the email contact information that was provided to us by each tenant. This email will contain links and instructions on how to download the App as well as login credentials. Going forward, any time a new employee/affiliate is set up by a tenant with building access, they will also receive a direct email invitation to download the Two Trees App from the Apple/Google App stores.

As with any automated confirmation email, we remind users to check their spam filters or firewalls to ensure that the email invitation email was not inadvertently blocked or filtered. 

If, after searching, you are still not able to locate your emailed invitation, you should check with the Kastle administrator at your company to verify your correct email was used when setting your access up. If the email used was correct and you haven’t received a direct invitation, an invitation can be resent upon request. 

No, only building employees and their affiliates will have an access credentials and permission to use the Two Trees App. Although there are many functions within the App that will enhance the tenant experience, you should think of the Two Tress App as both your “Mobile Key” and de facto membership card for entering your office building. Only those directly affiliated with a tenant of the building will have access and access can only be requested by tenants.

Each user was set up with the email addresses provided by your company.  The email used is included in your invitation to download the app Tenants were encouraged to use company email addresses when available over personal email addresses. If your email address is incorrect or does not work when logging in to the App, please check with your office administrator to see which email was submitted or used to set-up your access.

After logging in to the App, you can adjust your account settings and add a photo. While this is not required, it is encouraged and will be helpful to verify your identity in situations where you need access to the building but do not have your mobile key or a photo ID with you.

Any ex-employees that no longer work at your company should be removed by your administrator in the Kastle portal. Once they are removed/deactivated, their credential will stop working immediately. It is the equivalent of taking away their key to the building and should be done in a timely manner as part of their transition out of your firm. 

The smartphone enabled Two Trees App and its embedded Bluetooth capabilities will be your digital mobile key to enter the building through the new turnstiles. Tenants and visitors will need to use this mobile key or a visitor pass every time they enter the building through the turnstiles. 

The mobile key must be used at any secured access control point throughout the building.

• Turnstiles: Mobile keys will be required for every person going through the turnstiles, 24/7/365.
• Exterior Doors: Mirroring what is currently in place, exterior doors to the building will remain open during regular weekday business hours. Outside of regular business hours, your mobile key will be required to access the building.
• Roof Decks, Bike Rooms, and other restricted areas: Other areas of the building that have access controls in place will also use your mobile key to unlock doors. This includes the various roof decks and bicycle parking rooms. 

Building access hours of operation will match what is currently in place. Your mobile key is programmed to match building hours of operation. Turnstile access controls will be in place 24/7. 

Once the new turnstiles are fully operational and in use by May 2023, your legacy physical key fobs will no longer be in use at Two Trees office buildings and will be deactivated. We’d ask each tenant to collect and return their deactivated fobs in a sealed envelope to the Two Trees management office. 

Your mobile key and the Two Trees App require Bluetooth and location settings to be on for the access control readers to read and verify tour credentials. Most commonly, if your mobile key is not working at one of the key readers, it is because one or both of these settings are not turned on. 

All tenants are expected to use their smartphones as their mobile key as part of this rollout at no cost. If an employee does not own a smartphone that supports the Two Trees App, a one-off access card can be purchased for them to use as their key for $100 per card.  

If you do not have your mobile key on you, you will be able to print a temporary pass at the visitor kiosk by scanning your photo ID. If you do not have your mobile key or a photo ID on you, you can check in with the lobby attendant who can grant temporary access after verifying your identity and access. 

YES, all visitors will need a visitor pass to go through the turnstiles. The gates of the turnstile will not open without one. 

Yes, there are three types of passes based on the length of time your visitor will need access to the buildings: 

• One Time/Single Meeting Pass – If your visitor is coming to the building for a single scheduled meeting, a visitor pass that will work only for that specific day can be created for them. 
• Recurring visitor pass - If you visitor will be coming to the building periodically on a scheduled basis, a recurring visitor pass with an expiration date in the future can be used up until that expiration date. 
• Mobile Keys for non-employee affiliates - If you have a regular non-employee visitor to your offices such as a vendor/contractor/service provider, the Kastle administrator for your office can add them to your tenant roster and create a standing mobile pass for them to be used with the Two Trees App. 

There are 4 ways to create visitor passes for your guests through the Two Trees App, VTS Website, or through Kastle Systems:

• Directly from the Two Trees App
  On the home screen of the Two Trees App is a quick action button to quickly register guests and create a visitor pass directly from your phone with just the email address and/or mobile phone number of your visitor. This process takes a matter of seconds. 
   
• Through the VTS Rise Website using your Two Trees Tenant App credentials
  When not using the app you can register guests and create visitor passes directly through the VTS Rise website when logged in with your Two Trees app credentials.  The process is the same as using the quick action button on the App and all that is required is your guests name, email, and/or mobile number.

An additional option available from the website (that is not available on the app) is the ability for any user to bulk upload a guest list directly in excel and create visitor passes for larger groups of people. https://portal.risebuildings.com/pm/login#/access/signin 

• Outlook/Google calendar invites through Kastle
  A convenient feature of the Kastle platform is the ability to automatically create visitor passes using Outlook/Calendar invites:
  
  Step 1: Adding the email address kastlevisitor@kastle.com to your meeting invite, will register each of the meeting attendees that do not already have access to the building as guests for the specific date and time of your meeting.
  Step 2: After sending the invite, the meeting organizer/host will receive an automated confirmation email from Kastle to verify the name and email of each attendee.
  Step 3: Once confirmed, each attendee will then receive an automated email with their visitor pass as a QR code. They will not need to check in when they arrive and they can go in straight through the turnstile with this QR code. An automated email will be sent to your attendees with their visitor pass on the day of your meeting. 
  
  
• Importing Visitor Lists through Kastle
  For large meetings or events, a Kastle administrator can bulk upload a longer list of attendees directly into Kastle which will then create and send visitor passes to each attendee. For larger meetings or events, we encourage tenants to have someone available to greet their visitors in the lobby upon arrival. 

Visitor passes are sent directly to visitors by email or by text message in the form of a QR code that can be scanned at the turnstiles when arriving at the building. The QR code can be saved to your phone’s wallet for easier retrieval. 

If your registered visitor is unable to find the pass that was sent to them, they can print a new pass when they arrive at the building from the visitor kiosk in the lobby. They will need to scan a photo ID and if they are registered as a guest, a pass can be printed out there. As host, you can also easily resend them any passes created from the Two Trees App or VTS website directly through the App.

Visitor passes are sent from the host to a visitor by email or text. As long as you used the correct email address of your visitor, they will receive their visitor pass.

If a visitor pass has expired, it cannot be re-used. However, with your guest already registered in our system, it is very easy to create a new pass for them. Note: If your guest will be coming to the building periodically, you can also create a recurring visitor pass with an expiration date in the future that does not need to be reissued for each visit.

Unannounced guests without a valid visitor pass will not be able to enter the building through the turnstiles and this should be made clear to your visitors. If no visitor pass was created in the system or the visitor has arrived on a date or time that the host was not expecting them, they will be instructed to contact their host (person or company) directly to create a visitor pass for them using the Two Trees App. The front desk staff will not create a visitor pass for them as they would not have prior authorization to do so.

You can resend a visitor pass from the Two Trees app. However, visitor passes will be automatically resent to guests on the day of their meeting.

No, guests that have their visitor pass printed or on their phone can proceed directly through the turnstile and go straight to the elevators when they arrive by scanning their QR codes.  

If your guest has arrived and they are unable to locate a visitor pass that has been sent to them previously, they can: 

• Contact their host directly and ask them to resend their pass from the Two Trees App by text or by email. 
• Proceed to the visitor kiosk located in the lobby to print out a new pass by scanning a photo ID.  

If a guest has arrived and is unable to retrieve their visitor pass from the kiosk, it means that either a pass was not actually created or the name on the photo ID does not match the name provided for the visitor pass. Your guest will be instructed to contact their host directly to either resend the existing pass from the tenant App or create a new pass if the pass has expired or one was never created in the first place.

If you are unable to reach your host, the front desk attendant may search the list of expected visitors and guest passes to see if it has been listed under an alternate spelling.

Even previously registered guests will need a valid visitor pass to go through the turnstiles. If one-time passes were used for previous visits, a new one will need to be created for each visit. However, if a guest comes to the building periodically, a recurring visitor pass that can be used multiple times should be created. 

Guests should notify their hosts of any additional attendees that will be joining a meeting so that a visitor pass can be created for these guests. 

No, this visitor management platform is designed to be seamless and a direct connection between tenants and their visitors. If a visitor pass has been created, a guest can proceed directly through the turnstiles. Guests looking to reach their hosts will be instructed to contact them directly. 

If a guest has their visitor pass, they will be able to proceed through the turnstiles. If the front desk attendant is not at the desk when a guest arrives or a guest has arrived outside of the hours that the front desk is staffed, a posted sign will instruct guests to 1) contact their host if they don’t have a pass, 2) print a pass from the kiosk if they have been previously registered. 

Smaller handheld items being delivered to the building (food deliveries, flowers, messenger services, etc.) will be allowed through the turnstiles using a delivery pass provided by the front desk attendant after providing proof of the tenant and company that the item is being delivered to. A log of deliveries will be maintained at the front desk. If the desk is unattended when the delivery arrives, tenants may need to come down to the lobby to pick up their item. 

If you have the contact information of the specific person making a delivery, you would also be able to create a one-time visitor pass for them.

No, the front desk will not accept or receive any deliveries and will discard any items left unattended in the lobby.  

No, in the new renovated lobbies, large items (including items being transported on hand trucks, carts, dollies, etc.) will not be permitted to enter the building through the main lobby as these items will not fit through and may damage the newly installed turnstiles. Large item deliveries will be redirected to use the freight elevators at all times.