What are SIS’s support hours?
Our regular support hours are Monday-Friday, 9:00 am ET to 6:00 pm ET.
Topics: General Support
What is your Alarm Center product pricing?
Reach out to our sales team at [email protected] for more information about pricing or to request a quote.
What are SIS’s holidays and office closures?
SIS is closed for the following holidays: New Year’s Day – January 1 Martin Luther King Day (US) – third Monday in January Memorial Day (US) – last Monday in May Juneteenth (US) – June 19 Independence Day (US) – July 4 Labor Day (US) – first Monday in September Thanksgiving & Day after Thanksgiving … Continued
I have a billing question or want to renew my annual support plan.
Please contact [email protected] if you have a billing question, need help with an invoice, or want to renew and submit payment for your annual support plan.
What services are included in my support and maintenance plan?
SIS offers three annual support and maintenance plans: Office Hours Support, 24-Hour Support, and Platinum Support. The key benefits and services you receive under all three support and maintenance plans are: Resolution of technical issues encountered in a fully implemented and functional system. This is typically defined as break-fix and emergency support. Technical assistance and … Continued
What is considered a critical support request?
A critical or emergency support request is needed when a system-down event occurs. This includes: Inability to monitor/process alarms Primary and backup servers are not functioning Primary and backup signal processors are not functioning Systems have been rebooted and are still failing
How do I get emergency after-hours support?
After-hours emergency support is available for systems that have a 24-hour support agreement and are experiencing a critical system-down emergency. In the event of an emergency system outage outside of our regular support hours, submit your request via our 24/7 support request form. If your request is non-critical, please contact our support team during regular … Continued
How do I upgrade my support plan?
You may upgrade to an enhanced support plan by contacting [email protected].
How do I get technical help or support for my software?
You may request help from our support team in one of the following ways: Submit your request through our support request page. Call (407) 345-1550 during support hours. Email [email protected]