Support
How to get help when something breaks
Last updated 1 August 2026
Getting support
If something is down right now
Call 0995 315 0273.
For outages — no connectivity, a server or site down, cameras offline — phone us rather than emailing. It reaches someone who can act immediately, and most faults are diagnosed remotely within the hour.
Have ready, if you can: what stopped working, roughly when, whether anything changed beforehand, and whether it affects one person or everyone. It genuinely shortens the call.
For everything else
Email [email protected].
Include the site or system involved, what you expected to happen, what happened instead, and a screenshot if there is one. You will get a ticket reference back, and updates as it moves.
Response targets
| Severity | What it means | We respond within |
|---|---|---|
| Critical | Business stopped — site, server or connectivity down | 1 hour |
| High | A team or key function blocked | 4 working hours |
| Normal | One person affected, or a workaround exists | 1 working day |
| Scheduled | Changes, new equipment, onboarding | By arrangement |
Clients on a support contract have these as a written commitment. For everyone else we work to them as the current schedule allows, which is usually the same day.
Before you call — three things worth trying
Power-cycle it properly. Off, wait thirty seconds, back on. Order matters: modem first, then router, then switches, then devices. Give each one a minute to settle before starting the next.
Check whether it is only you. If one machine is affected, the problem is usually that machine. If everyone is affected, it is usually the network or the connection.
Check the obvious physical things. A dislodged cable, a switch someone turned off to plug in a fan, a camera with a spider on the lens. These account for more call-outs than anything else.
If none of that helps, stop and call us — further changes make the fault harder to trace.
Warranty
Installation work carries a 12-month workmanship warranty. Custom software carries a 90-day defect warranty from handover. Hardware carries its manufacturer’s warranty, and we handle the claim for you.
If a fault falls under warranty, there is no charge — including the site visit.
Requesting a change
New equipment, extra users, another camera, a change to a system we built: email [email protected] with what you need and roughly when. We will come back with a written quote and a realistic date.
Documentation
Every install and project is handed over with documentation — network layout, IP plan, credentials, camera positions, deployment notes. That document is yours. If you have lost your copy, ask and we will send it again.
Contact
- Phone: 0995 315 0273 — fastest for outages
- Email: [email protected] — everything else
- Location: Philippines