At DataCom Systems, we understand that great solutions require World-class service and support.  That is why DataCom Systems offers the security industry’s first nationwide onsite service plan. From call initiation to call resolution, DataCom Customer Care Representatives will assist customers and integrators through the problem determination process.

DataCom Systems is a quality-driven organization that is committed to providing extremely stable hardware and software products enabling comprehensive service and support. Each defense-grade video capture hardware device is equipped with a standard one-year warranty with extended warranty upgrades available for three or five years. On-site service is available 24/7 through our toll-free service and support number with 2 or 4 hour response available nationwide. In addition, DataCom management software is supported for five years with 24/7 telephone support and free standard upgrades included.

Click here for our extended 3-year Warranty Terms.

Our goal is for the customer to avoid or resolve problems as quickly as possible.  Please refer to the chart below when contacting customer support for efficient problem determination and resolution.

Severity Level Event Severity
1 The system or a major application or component ceases operation or severely impacts client’s ability to operate the system consistently.  No bypass alternatives are available for resolution.  Severity 1 requires total attention from support team and client personnel for resolution.
2 A problem that is caused by a severe operational issue with bypass alternatives generally not available.  Severity 2 usually requires replacement component through on-site break/fix.
3 Any problem that causes disruption but does not affect the overall operation or performance.  Bypass alternatives may be available until problem resolution.
4 The impact of the problem does not affect any mission critical applications or decrease operational features.  Usually requires replacement of Customer Replaceable Unit (CRU).

For technical service and support please call 1-866-399-8171.