Useful information speeds up diagnosis.
For an installed security or building-control system, describe what the operator sees and which parts of the system are affected. Avoid sending passwords or sensitive live access details in an open enquiry.
Help us understand
what has changed.
Use the contact and response arrangements agreed for your service. For a new enquiry, the contact page can help you prepare the information for the team.
- The equipment
- System name, location and affected device or plant.
- The symptom
- Alarm text, missing image, recording issue or control behaviour.
- The timing
- When it began and whether it is continuous or intermittent.
- The context
- Recent power, network, building or equipment changes.
Know the support
you have in place.
Included equipment, service hours, response priorities and escalation contacts are defined in your agreement. When the building, installation or assignment changes, tell the team so the service information can be reviewed.
Better questions.
Better project decisions.
Practical guidance to help define the work before you appoint a contractor.
Explore the knowledge centreHow to brief a CCTV project.
Specify what each view needs to achieve before deciding how many cameras to buy.
Read the guideBefore you upgrade your BMS.
Know what you have, what needs to change and how the building will keep operating.
Read the guidePower, connectivity and remote CCTV.
A camera at a remote location needs a complete operating plan.
Read the guideStart with the site.
Tell us the location, the task and the timescale. We’ll connect you with the relevant team.
