Technical Support for Customers
We’re here to help
Our technical team provides support to our customers for our biometric access control, CCTV and intruder solutions, plus our DOC defibrillator.
Customer requests for support will be responded to 24/7 when you call us on our Tech Hotline:
UK: 0844 995 96 94.
Ireland: 1800 336 842 (Option 1).
Please always call this number outside of working hours (Monday – Friday 8.30-5.30pm)
Please launch TeamViewer by clicking on the below icon when directed to by technical support.
If you have a non-urgent requirement such as relocation or additional training: please email us on [email protected].
We are here to help, but if you’re confident and want
to explore the How To guides
- Biometric Access Control - reset your emergency door release
- Biometric Access Control - enrole-and-delete-users.
- Biometric Access Control - advanced-history-search
- CCTV - How to change the view on a Viper DVR
- CCTV -How to back up footage from a Viper DVR
- CCTV - How to play back from a DVR
- CCTV - how to review from web app
How quickly can I expect service?
We implement a triage approach to service requests; all calls are taken by our Technical Hotline, logged and assessed. Around 60% of technical queries are solved remotely by the Technical Hotline team.
Faults fall into one of three categories:
An urgent fault causing a vital area of surveillance to be uncovered or a site to be insecure, creating a serious safeguarding risk. Response time to site 24hrs, wherever possible, same working day.
A fault meaning the system is not operating as it should; a camera out or poor picture or new fingerprints not registering, response time to site 3 working days.
A non-urgent fault, such as relocation or additional training. Response time to site within 7 working days.
Following the initial visit to site, we may need to purchase additional equipment and return, but we are focussed on providing great customer service and will get back to you as soon as possible.
If you would like more information, or to arrange a free security audit with one of our security consultants…
You can call us, or complete your details and we will get in touch with you