Support that picks up the phone
From quick questions to urgent repairs, the team that installed your system is the team that supports it.
How to reach us
Support hours: Mon–Fri, 8:30 am – 5:30 pm. Customers on monitoring and Complete plans have extended coverage for critical issues.
Call support
Email support
Remote assistance
Secure remote sessions to diagnose and fix issues fast.
On-site service
Technicians dispatched when a visit is needed.
Choose the level of care you need
Every plan covers the phone, video, access, attendance, alarm and network systems we install. Pricing depends on the size of your system.
Essential
Help when you need it, billed as used.
- Phone and email help desk
- Remote support at standard rates
- On-site service at standard rates
- Manufacturer warranty handling
Professional
Predictable support for growing teams.
- Everything in Essential
- Included remote support
- Priority scheduling for on-site visits
- Annual preventive maintenance visit
- Firmware and security updates
Complete
Fully managed systems for critical sites.
- Everything in Professional
- Proactive system health monitoring
- Fastest response times
- Twice-yearly maintenance visits
- Quarterly reporting and reviews
| What's included | Essential | Professional | Complete |
|---|---|---|---|
| Phone & email help desk | ✓ | ✓ | ✓ |
| Remote support included | – | ✓ | ✓ |
| Priority on-site scheduling | – | ✓ | ✓ |
| Preventive maintenance visits | – | 1 / year | 2 / year |
| Firmware & security updates | – | ✓ | ✓ |
| Proactive health monitoring | – | – | ✓ |
| Quarterly reporting | – | – | ✓ |
| Warranty claim handling | ✓ | ✓ | ✓ |
Prevent problems before they start
Scheduled maintenance keeps systems secure and reliable, and catches failing parts before they cause downtime.
- Camera cleaning, focus and recording health checks
- Door hardware, reader and battery testing
- Phone system backups and firmware updates
- Network, UPS and rack inspections
- A written report after every visit
Adds, moves & changes
New users, extensions, cameras or doors.
Warranty & repairs
We handle claims and replacements with manufacturers.
Training
Sessions for new staff and administrators.
Security updates
Patching and password hygiene for connected devices.
Open a support request
For urgent issues, please call us. For everything else, send a request and we'll respond within one business day.
Support questions
What are your support hours?
Our help desk is available Mon–Fri, 8:30 am – 5:30 pm. Monitoring customers and Complete-plan customers have extended coverage for critical issues.
Do you support systems you didn't install?
Often, yes. We'll assess your existing system first, then let you know what we can support and whether any upgrades are recommended.
How quickly can a technician come on site?
It depends on your plan and the severity of the issue. Professional and Complete customers receive priority scheduling.
Is equipment covered by warranty?
New equipment carries the manufacturer's warranty, and we handle claims and replacements for you. Labour coverage depends on your service plan.
Can you train our staff?
Yes. Training is included at handover, and refresher or new-staff sessions can be booked at any time.
Not a customer yet?
Get a free assessment of your current phone and security systems.