The service
World-class technical support and service!
Contact us, we are ready when you need help with your system.
Service contracts
With a service contract from the Surveillance Store, you get proper configuration, extended life, prevent breakdowns and repairs, and ensure the safety of you, your home or business/staff.
Book support
The easiest way to book support is via our web form, but of course you can also call us on 031-125600 or 08-254999 (button three) or email your case to support@overvakningsbutiken.se/en.
On-site service
In some cases, a site visit is required, in which case we will of course come to you. In our premium agreements, you can also get technicians on site for troubleshooting, operational control and possible replacement at no extra cost.
SURVEILLANCE STORE SUPPORT
What can we help you with today?
Talk to our competent technicians →
As a customer, you should always feel that you can turn to us with your questions or challenges regarding your surveillance system or alarm. The security industry is sometimes perceived as square, we try not to be.
The Surveillance Store's technical support helps you with everything related to your surveillance products, network configuration and port openings in your router - completely free of charge for the first year. When you call us, you'll always speak to trained CCTV technicians who will help you quickly and efficiently. You only get that peace of mind when you shop with us!
Important before you call...
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Have you seen our guides?
If they don't help, you are welcome to call our technical support. For the most effective assistance, we recommend that you follow the steps below before calling
Step 1
Be on the spot
- Start a computer and connect it to the same network as your surveillance system.
- Make sure your surveillance system is connected to a LAN input on your router (the input will say LAN).
Step 2
Download Team viewer
Click on the icon below to launch the application.
Step 3
Download Video viewer
Click on the correct version for your operating system below and install the application.
For Windows
For Mac
Step 4
Look up the following information
- The administration password (access key) for your router. This is usually found underneath the router or on a card that came with the router,
- Your customer/order number with us so we can easily find your customer profile and help you quickly.
Step 5
Give us a call on 031-12 56 00 (button 3)
Video storage device - The password is printed on the bottom of your video storage device. We always change the default password on video storage devices to increase the security of your surveillance system. We recommend that you change the password to a secure one with upper and lower case letters (a-z) and numbers. Do not use yyyy or special characters.
IP cameras - IP camera usernames and passwords are set to "admin" by default and do not need to be changed if they are directly connected to a video storage device. However, if you use your IP camera standalone or it is connected via router to your video storage device, you should change your password to increase security. Change to a secure password with lowercase and uppercase letters (a-z) and numbers. Do not use yyyy or special characters.
Save your password in a safe place or better still memorise it as a lost password usually requires a hardware reset.
All products we sell have a one (1) year warranty. If you have purchased demo cameras by phone or email, these may have a shorter warranty period, this is then stated on the order confirmation.
If you want a longer warranty, we recommend our Support Agreement Plus service, which provides you with a warranty for as long as you are connected to the agreement.
We recommend following the steps in the "Before you call..."tab above to get the fastest support possible.
Our installers can come and help you on site if desired. Please note that this is not included in any warranty or support agreement but is charged per hour. Check here to see our prices for installation.
Improve, extend and prevent with service contracts →
With a service contract from the Surveillance Store, you get proper configuration, extended life, prevent breakdowns and repairs, and ensure the safety of you, your home or business/staff.
Priority customer & service coordination
Guaranteed correct configuration
Discounts on materials or hourly rates
Competent and certified technicians
Personalised and fast service
Continuity and a reliable system
Our Basic service agreement gives you a long-term and beneficial cooperation with us, but also the opportunity to optimise and predict future maintenance costs and ensure the original function of your security system. The service agreement includes planned plant inspection, service and maintenance carried out by local competent service technicians.
With a Basic Agreement and regular inspections, critical conditions will be identified even before they lead to downtime and allow service work to be planned in consultation with you. At the same time as the annual plant inspection, we test the functionality of your plant and identify maintenance needs, changes in the business and its environment that have an impact on your plant. Based on these analyses, we then carry out measures, repairs where service work, travel, components, spare parts and any operator training are regulated according to the current price list & agreement.
Free technical support.
Prioritised and personalised service approach.
Help with keeping your system up to date.
At least one inspection of your facility per year with preventive maintenance.
Inspection and maintenance by contract.
How-to training.
Facility status logs and suggestions for improvement.
Access to spare parts/replacement units.
Hardware upgrades/buybacks
Help with material search and retrieval.
Free out-of-warranty troubleshooting
Our Service Agreement Plus gives you a long-term and beneficial cooperation with us, but also the opportunity to optimise and anticipate future maintenance costs and ensure the original function of your security system. The service agreement includes planned plant inspection, service and maintenance carried out by local competent service technicians. In addition to the basic agreement, a full material warranty is also included for the entire period.
With a Basic Agreement and regular inspections, critical conditions will be identified even before they lead to downtime and allow service work to be planned in consultation with you. At the same time as the annual plant inspection, we test the functionality of your plant and identify maintenance needs, changes in the business and its environment that have an impact on your plant. Based on these analyses, we then carry out measures, repairs where service work, travel, components, spare parts and any operator training are regulated according to the current price list & agreement.
Sign a contractFree technical support.
Prioritised and personalised service approach.
Help with keeping your system up to date.
At least one inspection of your facility per year with preventive maintenance.
Inspection and maintenance by contract.
How-to training.
Facility status logs and suggestions for improvement.
Access to spare parts/replacement units.
Hardware upgrades/buybacks
Help with material search and retrieval.
Free out-of-warranty troubleshooting
Full material warranty during contract period.
The Surveillance Shop Premium Agreement is our most comprehensive service agreement where we take responsibility for your security system. The service agreement includes plant inspection, materials, service and maintenance carried out by knowledge-oriented technicians, at a fixed monthly cost. With a premium agreement, you can feel safe and focus on your business.
With a Premium contract and regular inspections, critical conditions will be identified even before they lead to a breakdown and allow service work to be planned in consultation with you. At the same time as the annual plant inspection, we test your plant's functionality and identify maintenance needs, changes in the business and its environment that have an impact on your plant. Based on these analyses, we then carry out measures, repairs where service work, travel, components, spare parts and any operator training are included in Premium.
Sign a contractFree technical support.
Prioritised and personalised service approach.
Help with keeping your system up to date.
At least one inspection of your facility per year with preventive maintenance.
Inspection and maintenance by contract.
How-to training.
Facility status logs and suggestions for improvement.
Access to spare parts/replacement units.
Hardware upgrades/buybacks
Help with material search and retrieval.
Free out-of-warranty troubleshooting
Full material warranty.
Remote monitoring & remote support via the Security Remote monitoring store
Help on the spot.
Personalised technician.
Spare parts/replacement units.
Want to sign a contract or book support?
The Surveillance Store's service team is ready to help you weekdays from 09.00 - 17.00. Whether it's advice, technical support or booking an installation, we're here to help you every step of the way. Don't hesitate to give us a call.
Call us directly on 031-125600 or 08-254999.
Want a demo of the products, see what we have in the range or discuss a case? Come and visit us and check out the products live in our showroom. We are located on Gruvgatan, just outside central Gothenburg (at Pågen's bread factory). The entrance is Gruvgatan 35B and then you easily take the lift to floor three. For the best service, we recommend that you book a meeting with one of our salespeople on 031-12 56 00 / 08-25 49 99.
