How to Get Help With an Existing System
Learn the fastest way to get useful support for existing WiFi, AV, smart-home, or network issues. This page explains what to send first, which safe checks are worth trying, and when remote or on-site help makes sense.
What should you do after intake?
Use the support ladder in order: quick fixes for obvious low-risk issues, the checklist for a fuller first-pass triage, diagnostics for deeper network investigation, then the support service page only if escalation is needed.
Step 1: Start the Support Intake
This page is the intake step in the support journey. Start here, then move in order to quick fixes for obvious low-risk issues, the support checklist for a broader ordered triage, and network diagnostics for deeper network investigation. If those steps show you need chargeable help or ongoing care, use Support & Maintenance for service scope, AMC options, and escalation paths.
Our primary contact and support channel is WhatsApp.
WhatsApp: 058 583 8196
WhatsApp allows us to:
- Respond quickly
- Ask follow-up questions easily
- Receive photos, videos, and screenshots
- Keep a clear record of the issue
For most issues, WhatsApp is significantly faster than email or phone calls.
Step 2: Send the right information first
The better the first message, the faster we can decide whether the right next step is quick fixes, the checklist, diagnostics, remote support, or an on-site visit.
To help us resolve issues as efficiently as possible, please include as much of the following information as you can in your first message:
1. Your Name and Location
- Your full name
- Property name or location (if you have more than one site)
2. What Is Not Working
- Internet is completely down
- Wi-Fi is slow in one bedroom
- TV has picture but no sound
- Cameras are offline
3. When the Issue Started
- When you first noticed the issue
- Whether it was sudden or gradual
- Whether anything changed recently (ISP outage, power cut, renovations, new devices)
4. Photos or Screenshots (Very Important)
- Network cabinet or rack
- Routers, switches, or Wi-Fi nodes
- Error messages on screens or apps
- Speed test results
What You Can Try
- Check whether your ISP service is working (outage notifications)
- Ensure equipment has power and indicator lights are on
- If instructed previously, reboot one device only, then wait 5-10 minutes
Please Do Not
- Power-cycle multiple devices at once
- Unplug network cabinets
- Reset equipment unless instructed
Step 3: What happens after intake
- We'll review the information you've provided
- We may ask for additional photos or clarification
- We'll guide you through safe checks or reboots if appropriate
- If required, we'll arrange remote or on-site support
Our aim is always to resolve issues with minimum disruption and clear communication.
If we identify a bigger upgrade, redesign, or renovation-stage problem instead of a normal support issue, we will direct you to the appropriate project route rather than keep you in the support path unnecessarily.
Response Times
Response times depend on: Time of day, Nature of the issue, and Whether the system is one we supplied or a client-provided setup.
Critical outages are prioritised. Non-urgent issues may be scheduled. If you have a maintenance or support agreement in place, your response and escalation priority will follow the terms of that agreement.
Support Pricing & Warranty
This page handles support intake. Pricing and warranty information below explains what happens if first-line triage needs to become chargeable support.
Initial callout
Initial site visit (incl. VAT)
- Basic diagnosis
- First hour on-site
Labour
+ VAT (charged by the hour)
- Standard troubleshooting
- Offsite support if remote
Out of hours
labour rate (weekends, holidays, and 7 PM - 8 AM)
- Emergency response
- Priority handling
Warranty (Systems We Supply)
Where we supply the hardware, we provide a 12-month workmanship warranty (unless stated otherwise) and assist with manufacturer warranty claims.
Client-Provided Hardware
Support is provided on a best-effort basis. We cannot warranty third-party equipment, existing cabling, or prior workmanship.
Ready for the next support step?
Message us on WhatsApp with your issue details and photos, or continue down the ladder with quick fixes, the checklist, and diagnostics before service escalation.