Customer support

Already a customer? We are happy to help with questions or issues about your alarm system. Many answers are on Ask a question. Support is not handled via WhatsApp. Choose the option below that fits your situation.

Option 1 · Phone / online

Remote support

Need help from a distance? During the first 2 years after installation, remote support is free and included in your warranty.

After 2 years you need a support subscription of €69 per year (excl. VAT) for remote assistance. Without an active subscription we cannot process remote support requests.

Within 2 years of installation? Fill in the form below directly.
After 2 years? Subscribe first (you will receive an invoice number by email).
Complete the form with your invoice number and your support question.

Subscribe to support (€69/year excl. VAT)

Prefer not to subscribe? Search first at Ask a question. Many general questions can also be solved via ChatGPT, YouTube or other online resources. For help with your Hikvision system: our explanation videos →

Option 2 · Engineer on site

On-site support (home visit)

Do we need to come to you? During the first 2 years after installation, an on-site support visit is free — included in your original installation price. Was your installation date less than 2 years ago? Then you do not need to pay call-out charges.

After 2 years, pay €150 excl. VAT upfront for call-out and labour. This covers travel costs and the first 30 minutes on site (team of 2 engineers). On request we will also check the full system for correct operation during that visit — not only the reported issue.

With two engineers on site we work efficiently and stay focused. In most cases we resolve a fault within those first 30 minutes.

If it takes longer in exceptional cases, we charge €75 excl. VAT per additional started half hour (team). Materials are billed separately. A home visit does not require a support subscription.

The call-out rate assumes we can combine the visit with an installation or other appointment nearby. Scheduling can therefore take a few working days. If you need us sooner, or we have to make a dedicated return trip over a longer distance, a surcharge may apply. We confirm that with you in advance.

Within 2 years of installation? Fill in the form below directly — no call-out charges needed.
After 2 years? Pay call-out and labour via our webshop (you will receive an invoice number by email).
Complete the form with your invoice number (if applicable), address and support question.
We schedule the visit and contact you to confirm.

Pay call-out and labour (€150 excl. VAT)

Support form

If you do not receive a response within 24 hours on working days, please email info@best-alarm-system.eu.
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