Report a Fault. (For annual support plan members). FREE of Charge.

You can tell us about a fault here. By selecting this option, this will send us your fault and help us to raise a ticket. Just add this to your basket and checkout. Remember to fill in all the relevent fields especially the fault information.

Important. Please Read:

If you have a support plan in place then your call out charges are covered and you dont pay a call out fee, and there is no charge for this item when you checkout, or where applicable, the cost of most faulty equipment. Your support plan covers faults and failures of software and hardware. As a supported client you also benefit from an annual service for your equipment and also an extended warranty. Before you send us a fault request please make sure that you have an active support plan in place, that is paid to date for the current year. You will have received an invoice in the last 12 months for this. If you are not sure please get in touchnand we can check for you. Below is all the information about your plan, what is and isnt covered and also what you can expect.

What's Included

If you have a support plan, then most call outs are included and we don't charge a call out fee for most instances. You are covered for Faults, Hardware Failure, Software Failure and Reprogramming due to system or software failure. Your support plan does not provide cover for moving of equipment, adjusting equipment or relocation. Software support also includes our App software but doesn't include loss of password or breakage. A support plan is the best way to protect yourself against any unforeseen faults and the cost of those, as all hardware and software can be costly to replace and maintain. You also benefit from an additional years warranty for each year that you subscribe to our support plan consecutively and an annual service for all of your hardware for as long as you have a support plan in place.

Cabling. Where we have installed any cabling ourselves, then this is sometimes covered under your support plan. Where there is damage or a cable has been broken by a third party then this will not be covered. If cabling fails, then we will look to replace this if it has failed due to our error or where it has failed due to wear and tear. This includes ethernet cables where we have supplied them, but not where this has been changed by you or another party. If a third party changes or moves/removes any cabling and then as a consequence you lose service, then this will be chargeable, so please always check with us first that any cables can be removed or unplugged. We warrant the cabling for the duration of your support plan, and we service your cabling annually as part of your annual service to ensure they are in good condition.

Hardware i s covered whilst under warranty and whilst you have a support plan in place. We cover your hardware for sudden or unexpected failure. An example of this would be where your camera stops working or your alarm sounder no longer works. Your warranty will be used to replace the hardware in the first 12 months and is covered by us for as long as you have a support plan. So, most instances or failures are covered. However, we don’t cover failure or loss due to damage, removal other than by us, tampering or failure due to a power cut. We always use your mains for powering our hardware so this will protect the equipment where you have a power cut. However where you have used an extension cable, we always recommend a surge protector to prevent any hardware failure. Also, if a third party has removed, tampered or moved your hardware then this is also not covered. Please contact us for advice on what to do if you need to relocate, move, or unplug your hardware.

Software for your devices is covered by us. We will regularly update your software remotely. There are instances where software can fail, and we have to wait for the manufacturer to update, but we will do our best to keep you online. We may revert you back to a previous software version if you are having difficulty. Please be aware that any programming change that you make to the software can cause us to not be able to remotely diagnose, so before you make any changes check with us first so as we can advise.

Your HikConnect app is supported by us as long as it is connected to a broadband service. Your device must also be connected to the internet with the ethernet cable that we provided and also with the settings that we used. If these settings are changed or tampered with then this may be chargeable. We need to be able to see your hardware to support the HikConnect app, so please ensure your broadband is connected. If you need to change phones then we can assist you with a new app set up on your new device. Please don’t make any settings changes in your app unless you check with us first as you may make a substantial change that we are unable to correct.

Connectivity. We are unable to support any connectivity unless supplied by us. Therefore, any broadband service or data service provided by a third party is not covered. If you have difficulty with connectivity, then you should speak to your provider. We install all equipment on the basis that connectivity is in place and before signing off your install all equipment is working. Any charges to connectivity can affect your hardware and software so please check with us before you make any changes to your connectivity. We are also unable to support smart devices. Any integration on smart devices is based on the ability of that device and its connectivity. Always ensure your smart devices are running the correct software and that your device is compatible with our apps.

Programming. This is covered if it can be done remotely. Where we are unable to do this remotely, we will come to site as soon as we can. Please report this via our support page. If you have a support plan then most programming is covered. If you don't have a support plan then this will be chargeable based on a site visit.