Live operations
Service Desk
ITIL-aligned 24/7 incident management. Every ticket — from a flickering camera to a full smart home reset — is tracked end-to-end in your client portal.
Single point of contact
Raise incidents, requests and changes from one place — anytime.
Follow-the-sun
Engineers across APAC, EMEA and Oceania, 24/7/365.
ITIL-aligned
Defined processes for incident, change and problem management.
Common incident categories
CCTV & cameras
Alarms & sensors
Network & Wi-Fi
Smart home & automation
Response SLAs
| Priority | Response time | Examples |
|---|---|---|
| Critical (P1) | 60 min response · 4 hr fix target | CCTV down · alarm offline · access locked out |
| High (P2) | 4 hour response · 1 business day fix | Camera offline · partial smart home outage |
| Medium (P3) | Next business day | Single sensor · app glitch · scene tweak |
| Low (P4) | 2 business days | Requests, additions and how-to questions |