Requesting Support
Our staff of over 25 support personnel are dedicated to providing timely worldwide assistance in all product areas including monitoring applications, accounting applications, and PC products.
Whenever you need assistance between the hours of 0600 to 1700 Pacific Time, Monday through Friday (excluding holidays), call our Help Desk at (949) 737-7800. Please note Pacific Standard Time offsets from GMT -8 hours; Pacific Daylight Time, observed from the second Sunday in March to the first Sunday in November, offsets from GMT -7 hours. After-hours support is available through our Code Red service (see below).
In addition to telephone support, you may use i-Support to request assistance. This Internet-based service facilitates online support requests. When you need assistance, simply create a service ticket via your web-enabled browser. Click here to login.
Code Red Support
The supervisory and management personnel at monitoring facilities, designated as points of contact for our support staff, require detailed information regarding requests for emergency assistance. We strongly recommend that these personnel understand the following policies and procedures.
Code Red - Monitoring
A Code Red is an emergency situation in which a monitoring station is unable to process existing or new alarm signals. Problems with redundancy on hot redundant computer systems are also considered Code Reds.
A user who is unable to resolve a Code Red emergency after working through the appropriate steps in their Code Red Manual or System Administration Manual should call us for assistance at (949) 737-7800. If for any reason this number is unreachable, (949) 231-5475 serves as a secondary line.
Code Red - Business
A Code Red for business is an emergency situation in which a business office is unable to complete critical operations for multiple customers.
The problem occurs on multiple workstations and cannot be resolved by reverting to a prior build of the application—for example, you are unable to run a process that is critical to producing invoices or statements for multiple customers.
A problem with redundancy on replicated servers or a problem with the interface between MASterMind and B32, which is preventing data changes for multiple customers from flowing to B32 or event history for multiple customers from being sent to MASterMind, also constitutes a Code Red.
A user who is unable to resolve a Code Red for business should call us for assistance at (949) 737-7800. If for any reason this number is unreachable, (949) 231-5475 serves as a secondary line.
Daylight Saving Time Information