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Silver Support Package with Personalised DNS for remote viewing

Product Code: SILVERSUP
  • £ 50.00 inc VAT

Product Summary

  • £50 per year, just 96p a week!
  • Weekday email and telephone response within 24 hours
  • Priority support and guidance from a member of helpdesk
  • Includes personalised DNS address and setup for remote viewing
  • Booking with an engineer to set up your professional DNS address
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Features

Email support
First working day email response within 24 hours

Telephone support
Support and guidance from a member of helpdesk over the phone

Step-by-step help with setup
We can help guide you through the setup of your equipment

Personalised DNS Address
Includes personalised DNS address and booked setup for remote viewing of your CCTV system by mobile device or computer

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Delivery

We use discreet, plain packaging for all orders, view examples of our packages here

 

UK Delivery

  • Standard £FREE (£3.95 for orders below £30)
    3–5 working days
     
  • Next Day £6.95
    Working days | Orders before 4pm
     
  • Next Day Pre-10.30am £24.99
    Working days | Orders before 4pm
     
  • Saturday £13.99
    Orders before 4pm Friday
     
  • Sunday £14.99
    Orders before 4pm Friday

 

Find out more about our delivery services

 

Worldwide Delivery
Read more about our worldwide delivery options

We aim to process any orders placed before 4pm the same working day. If you order more than one item then we ship each subsequent item for free. Our parcels are sent with discreet plain packaging and are only marked with our return address. Please be aware that all next day delivery services are for working days only and exclude weekends and bank holidays.

 

3 Year Guarantee

For peace-of-mind we offer a 3 year guarantee on all our products (excluding batteries).

 

Returns

We offer a easy 30 day returns policy to give peace of mind that we'll find the right product for you.

Technical Specification

 

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Click here to view our Testimonials page for other reviews.

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Full Description

What's included with Silver Support Package?
Everything in Bronze support plus:
• Faster response time for email and telephone enquiries - within 24 hours
• Prioritised help with setting up systems using guides, manuals and videos
• Includes personalised DNS address and engineer set up for remote viewing of your system

This page goes through the most common questions regarding your package and outlines our terms and conditions of the Silver Support.

Can I buy the Silver Support package after I have purchased the goods?
Yes, you can sign up to the Silver Support at any time following the purchase of your goods.

How quickly should I expect assistance and support?
The Silver Support package is a priority support package and we aim to deal with your enquiry within the advertised Service Level Agreement (SLA) time. Upon calling, our first line representative will assist with quick queries and questions. Please make sure you have your order number and details ready. Should further information be required (longer than 5 minutes), your call will be logged into our ticketing system as a priority enquiry whereupon your ticket will be dealt with by email or call as appropriate.

If you prefer support by email, please make sure you log a ticket through our help portal selecting the correct priority level. Your ticket will then be prioritised and dealt with as quickly as possible within the SLA timeframe.

Our first response is always within the SLA timeframe but if you require additional assistance on your system, we will work with you to prioritise further analysis on a case by case basis. On some occasions, you may need to be booked in with one of our engineers. In all circumstances, we aim to conclude your query as a priority and will work with you to deliver this to suit your needs.

What do I do when I receive my system and am setting up for the first time?
Before the remote viewing set-up booking, you should take some time to review any schematic wiring diagrams and manuals supplied with each product and check you have everything you ordered. We then recommend you set the system up on your workbench or table. Our team can field initial emails and calls to help you with guidance on wiring as necessary and point you to the right manuals and guides to assist your set up.

If you are finding the set up difficult and struggling with the technology, we are here to help. We can book you in for our engineer set up service for a small fee and one of our team can log in and get it sorted for you.

IMPORTANT: Please do not mount up your cameras and other equipment on walls etc. until you are absolutely happy it is doing what it is supposed to. If you encounter problems, the first thing we ask is you bring the item back to your office/workbench.

What do I have to do before the remote viewing set up with your engineer?
When you purchased the system from us and signed up to the Silver Support package, you will have been offered a booking time or informed of the need to book. Our set up service is very popular and can take up to an hour to complete, so please make sure you book early to avoid disappointment. As a Silver Support customer, we always try and prioritise your set up, but there are only so many bookings available in a day, so bear this in mind.

Before the booking, you need to make sure you have downloaded our remote software to avoid delay. If you don’t you may miss your appointment slot and we may have to rearrange. This software link is sent to you on the email following the booking confirmation.

What happens during the remote viewing set up with the engineer?
The engineer will configure your system with a personalised address so you can access it remotely. We just need access to a local PC, recorder and your permission to access your router. This is a professional DNS set up allowing a more stable connection to your recorder giving greater user access and additional features (when compared to the standard setup) via mobile devices and PC applications.

If you need a hand with configuring your recorder or smart cameras this can be done at the same time as our engineer set up service for a small fee. Or for our full service, you may wish to consider our Gold Service 6 package which includes an extended warranty.

Your Silver Support package includes one remote set up booking. If you buy a new internet service, change your router or reset your router for any reason, your remote settings will be lost. You will need to book in again for just £15 for us to re-configure your system.

What if I need further assistance and help?
Your contact will always be prioritised and our team will help you find the right information to help you with solving the issue using guides, manuals and videos.

How do I make sure I maintain my support and personalised remote viewing address?
When you purchased the Silver Support, you will have paid using a direct debit, where you would have paid the Silver Support fee alone. If not, please let us know straight away. Under normal circumstances, we will contact you after 12 months if there was any problem with payment. Should your service go unpaid for 14 days after the anniversary of your sign up, your personalised remote address will be turned off and you would no longer be able to view your recorder using this service.

The Legal Bit
Cancellations or if you change your mind: If you decide to cancel your Silver Support, this can be done within 30 days of purchase providing you have not booked in and received the remote viewing set up service.

Excessive use of service: We are always here to offer a reasonable level of service and support given the low cost of this package and what is included. We are here to offer support and hand-holding where necessary. However, we do reserve the right to charge for extra services where excessive use of our support team occurs. Excessive use would be more than 5 hours of ongoing support across 12 months.

Our commitment is to enable you to understand and manage your own system and help in those situations where you are stuck with guides, videos and pointers to manuals. It is not an offsite monitoring service or computer support service.

Price increases: We reserve the right to increase prices from time to time and inline with the market costs of delivering a comprehensive value for money service. We will give you a minimum of 30 days' notice by email prior to your renewal before any price increases take effect.

Changes to our terms: We may make changes and amend our terms from time to time to improve clarity. Any substantial changes affecting your warranty or SLA service times will be sent to you by email 30 days before they take effect. Improvements that are to your benefit will be instantaneous.

If you have any further questions or something is not covered above, please get in touch with our sales team.
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