A system fault
Describe what stopped working, when it started and which area is affected.
Keep your system working.
Get help with camera faults, unreliable entry readers or recurring alarms. Describe the issue so Craig can discuss the right support.
Changes at the site
New doors, layouts, staff or operating hours may affect the existing setup.
Planned maintenance
List the systems, site and any known issues.
Make the first conversation useful.
A short fault history helps explain what needs attention.
Which system is affected?
Identify CCTV, access control or alarms. Add the make or model if you know it.
What is the impact?
Say whether the issue affects an entrance, recordings, detection or daily use. Do not send alarm codes or passwords.
What has already been checked?
Share a short fault history and any checks already made.
What site access is needed?
Operating hours and access restrictions can be discussed during follow-up.
Before you enquire.
Repairs, visits and ongoing support.
Can Hillstone inspect a system it did not install?
Describe the system and site. Hillstone can review whether it is suitable for support.
Is this an emergency call-out service?
The website request does not set a response time. Describe the issue so Hillstone can confirm what support is available.
What should I include in the request?
Include the property suburb, system type, fault and its effect on the business. Do not share security codes or passwords.
Can I arrange planned maintenance?
Yes. Include the systems in use, any known issues and your operating hours. The visit scope and schedule can then be agreed for the premises.
When is an upgrade worth discussing?
If faults keep returning, the premises have changed or the system no longer meets your needs, ask for repair and upgrade options to be assessed together. The condition and compatibility of the existing equipment matter.
From fault to next step.
Clear information helps arrange suitable support.
- 01
Describe the issue
Choose the system, describe the fault and give your location.
- 02
Discuss the support
Hillstone reviews the request and discusses access, scope and availability.
- 03
Agree the work
Confirm the visit and work before it goes ahead.
Get help with your system.
Describe the fault, the affected system and your location. Hillstone will review the request and discuss the next step.