Advice and after-sales assistance
Technical support
Technical support is the advice side of what we do: helping you choose the right equipment, check compatibility, get something configured, or work out why a system is not behaving.
It is available to customers buying equipment from us and to professional installers working on their own jobs. Support is provided during normal working contact and depends on the equipment and information available.
What technical support covers
The kind of help most often asked for:
Product selection
Which equipment type suits the site, distances, lighting or door type.
Compatibility
Whether a device will work with a recorder, controller or panel you already have.
Setup guidance
Walking through how equipment is meant to be connected and set up.
Configuration guidance
Help with settings for recording, access rules, zones or notifications.
Troubleshooting assistance
Narrowing down a fault before deciding whether a site visit is needed.
Installer support
Practical help for technicians sourcing and commissioning equipment on their jobs.
System planning questions
Sanity-checking a device count, layout or cabling approach.
After-sales assistance
Help with equipment supplied by us after it is in service.
Replacement advice
What to replace with when a device is no longer available or serviceable.
Support is advisory and depends on the equipment involved and the detail available. Some questions can only be answered on site, and we will say when that is the case.
Areas we can advise on
Support covers the disciplines we supply, install and maintain.
CCTV surveillance
Camera selection, recorder capacity, storage and remote viewing questions.
Access control
Reader and lock choices, door hardware and controller compatibility.
Electric fencing
Energiser selection, zoning and alarm interfacing questions.
Intruder alarms
Panel and detector selection, zoning and notification options.
Fire detection
Detection device types, zoning and panel questions.
Intercom systems
Door station and monitor pairing, wiring and gate release.
Networking
Switching, PoE and cabling questions for security devices.
Fibre optics
When fibre is needed and what is required at each end.
When technical support helps
- You are unsure which equipment to buy for a specific situation.
- You need to know whether a device will work with equipment you already own.
- You are an installer sourcing equipment and want a second opinion on the selection.
- Something is not working and you want to narrow it down before booking a visit.
- Settings need changing and you would rather be walked through it.
- A device has been discontinued and you need a sensible replacement.
- You are planning a job and want the device count and cabling approach checked.
- Equipment bought from us needs after-sales assistance.
How to get assistance
- 01
Tell us the situation
The premises, the equipment involved and what you are trying to achieve.
- 02
Share the details
Models, photographs or screenshots make a far better answer possible.
- 03
We review it
The question is checked against what the equipment actually supports.
- 04
We advise
A clear recommendation, or an honest statement that it cannot be answered remotely.
- 05
Next step if needed
Where relevant, this becomes a quotation, a configuration job or a site visit.
Remote advice has limits. Where a question needs the equipment in front of us, we will recommend a site visit rather than guess.
What to tell us when you enquire
None of this is mandatory, but the more of it you can share, the fewer questions we need to come back with.
What you are trying to do
The outcome you need, not just the part you are stuck on.
Equipment involved
Make and model of the device, recorder, panel or controller.
Site type
Home, shop, office, warehouse, school or apartment block.
Existing system
What is already installed and how it is connected.
Symptoms if faulty
What happens, when it happens and what changed beforehand.
Photos or screenshots
Wiring, labels, fault lights or the settings screen.
Whether you are an installer
So the answer is pitched at the right level of detail.
Where you are
The area or town, in case a visit turns out to be the better option.
Related services
Support questions often turn into configuration work, fault diagnosis or a design review.
Configuration & Commissioning
Configuration and commissioning is the work that turns installed hardware into a system that behaves the way you need it to — recording the right things, admitting the right people and alerting the right person.
Troubleshooting
Troubleshooting is the work of finding out why a system is not behaving as it should — before any money is spent replacing equipment that may not be the cause.
System Design
System design is the step between knowing what you want and knowing what to buy. It translates a requirement into a specific, workable arrangement of equipment, cabling and power for your premises.
Maintenance
Maintenance is planned attention to a working system so that faults are found while they are still small — and so that the system is actually recording, detecting and reporting when it is needed.
Equipment and installer support
This service is advisory rather than product-led, but everything we advise on is equipment we supply from our Nairobi counters.
Next step
Have a technical question before you buy?
Tell us what you are working with and what you are trying to achieve. We will advise on the equipment, the compatibility or the next step.