Support
Already a customer? Start here.
Whether it's a camera acting up or a question about your system, here's how to reach us, what's covered, and what to expect — including after hours.
How to request service
Contact us with your order or job reference and a short description of what’s happening. The reference is on your order confirmation email — it lets us pull up exactly what was installed and get to a fix faster.
What’s covered
Hardware is covered by the manufacturer’s warranty for its term; the work we performed is covered by our workmanship guarantee. If something fails, we’ll tell you plainly whether it’s a warranty replacement or a service call. Full terms are on our Warranty page.
Response expectations
We aim to respond to service requests within one business day, and prioritize outages on systems that are down.
Systems we didn’t install
We take on service for systems we didn’t originally install, after a walkthrough. Sometimes the honest answer is that a system is worth replacing rather than repairing — and we’ll tell you.
After-hours procedure & fees
When it can't wait for business hours
Standard hours are Monday to Friday, 8:00am – 6:00pm, weekends closed. Urgent issues on a live system can be handled outside those hours, with the fee agreed before we roll — never a surprise on the invoice.
Urgent outage
System down? Call (972) 654-6973 and say it’s urgent — existing service calls jump the queue.
Early mornings & evenings
Weekday work before 8:00am or after 6:00pm: +$150 fixed fee, subject to availability.
Weekends
Saturday or Sunday work: +$250 fixed fee, subject to availability.
Need a hand with your system?
Send us your order reference and what's happening — it comes straight to the team that installed it.