The support form
Six steps: the system, how much is affected, when it started, how urgent it is, what it is doing, and how to reach you. It routes to whoever programmed that part.
Best for a detailed report.
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Support.
If a system has a fault, start here. The request goes to the team that programmed the house, not to a call center.
Report a fault by form, phone or email.
By phone
When you can reach us depends on your care plan tier.
Fastest for something urgent.
By email
When you want to attach a photograph of the keypad or the panel.
Good for attachments.
What to include in a fault report.
- Which room, and which keypad, panel or app
- What the system is doing, and what it should be doing
- When it started
- Whether anything changed: power, internet, a new device
- Whether it happens every time or only sometimes
- The property address
- A number to reach you on
- Your care plan tier, if you know it
A fault is handled in the same order every time.
You tell us what it is doing
The room, the symptom and when it started. That is usually enough to know whether it is a device, the network or the programming.
We narrow it down
We check power, the network and anything that changed on the system recently.
We look before we travel
Where your plan covers monitoring and remote equipment restarts, we check and restart the system remotely first.
We schedule
Scheduling follows your care plan tier. Silver visits are booked 2 to 4 days ahead, Gold 1 to 3 days and Diamond 1 to 2 days.
We fix it
The work is done by the team that installed and programmed the system. Parts, materials and programming changes are billed separately.
Where to find us.
Call
(239) 844-CITE
Where we work
Naples and Southwest Florida
Collier and Lee counties
Collier and Lee counties
Naples office
1040 Collier Center Way #2
Naples, FL 34110
Naples, FL 34110