All our customers have 24x7 direct access to support when an incident occurs that stops them from processing alarm signals. Uniquely, when high priority support issues arise our entire development team is notified. An on-call developer is then responsible for ensuring the incident is resolved as quickly as possible, drawing on support from the rest of the team as necessary.
Where other issues occur or enhancements are requested, customers raise a software request. Identified bugs that stop a customer from operating are worked on first and patched to the customers' systems as soon as they are ready, often as quickly as one hour. All bug fixes are included within the maintenance agreement.
Existing customers, please use our support website to request support from us.