We're with you long after installation.
A security camera that is not recording, a fire alarm that is generating false alerts, or an access control door that is failing to respond — these are not abstract inconveniences. They represent real security risk, operational disruption, and potential compliance exposure for your organisation.
Support Channels
SSAL's after-sales support programme is built on a simple principle: your systems must work, and when something goes wrong, we must respond quickly, effectively, and professionally. We design our support services around that principle — not around minimising our own cost or effort.
24/7 Dedicated Hotline — AMC Clients
Around the clock, every day of the year
AMC clients have access to a dedicated support hotline that is staffed around the clock, every day of the year. When you call, you speak to a qualified SSAL technical support specialist — not an automated message system or a general customer service representative. The hotline is your first point of contact for urgent technical issues. Our specialist will diagnose the issue by phone, implement remote resolution where possible, or escalate to an on-site response within the timeframe appropriate to your SLA tier.
+880 9678-100555Email Support
Non-urgent technical issues
Email support is available for non-urgent technical issues, configuration queries, documentation requests, and planned maintenance scheduling. We acknowledge all email support requests within two business hours and provide a substantive response within four business hours on business days.
support@smartsafety.com.bdWhatsApp Support
AMC clients
For AMC clients, our support team is accessible via WhatsApp. Share images, videos, and written descriptions of issues directly with our technical team for faster diagnosis. WhatsApp is particularly useful for capturing and sharing CCTV screenshots, error messages, or physical damage photographs that accelerate resolution.
+880 1799-986890Online Ticket Portal
Any time
Submit and track support tickets through SSAL's online support portal. The portal allows you to log issues at any time, track the status of open tickets, view your support history, access maintenance reports, and communicate with our technical team through a documented thread.
Submit a Support TicketService Level Agreements (SLA)
SSAL's response and resolution commitments are defined by the priority level of the issue and the AMC tier of the client. The following SLA commitments apply to AMC subscribers.
Critical priority
A complete system failure affecting core security functions — for example, total CCTV system failure, complete access control outage locking out or failing to secure a facility, or fire alarm panel failure. Critical issues represent immediate risk to safety or security.
AMC Premium
Technical call-back within 2 hours, 24/7.
Qualified engineer on-site within 4 hours of response, 24/7.
AMC Standard
Technical call-back within 4 hours during business hours.
Qualified engineer on-site within 8 business hours.
AMC Basic
Technical call-back within 4 business hours.
Qualified engineer on-site next business day.
High priority
Significant degradation of system performance — for example, 25%+ of cameras offline, access control at one of multiple controlled doors failing, or fire alarm zone fault affecting a significant building area. System is partially operational but with a meaningful reduction in protection.
AMC Premium
Technical call-back within 4 hours, 24/7.
Qualified engineer on-site within 8 hours.
AMC Standard
Technical call-back within 4 business hours.
Qualified engineer on-site within 2 business days.
AMC Basic
Technical call-back within 1 business day.
Qualified engineer on-site within 3 business days.
Medium priority
Non-critical faults that do not significantly reduce overall system protection — for example, a single camera offline, a single reader experiencing intermittent issues, or an NVR generating a non-critical error alert. System remains substantially operational.
AMC Premium
Technical call-back within 1 business day.
On-site at next preventive maintenance visit or within 5 business days, whichever is sooner.
AMC Standard
Technical call-back within 1 business day.
On-site at next preventive maintenance visit or within 5 business days, whichever is sooner.
AMC Basic
Technical call-back within 1 business day.
On-site at next preventive maintenance visit or within 5 business days, whichever is sooner.
Behind every ticket
The infrastructure that keeps your systems running — remote tools, spares, and direct lines to the manufacturers.
Remote Diagnostic Capability
Many technical issues can be diagnosed and resolved remotely without the time and cost of an on-site visit. SSAL's technical support team uses secure remote access tools to connect to CCTV NVRs, access control servers, BMS platforms, and network equipment to diagnose faults, update firmware, modify configurations, and restore normal operation. Remote resolution reduces your downtime and our costs — a saving we reflect in competitive AMC pricing. We always obtain your explicit permission before initiating any remote access session, and we document every remote session in your support ticket record.
Spare Parts Stockholding
SSAL maintains a spare parts inventory for the most commonly required components across our installed base — including camera modules, NVR hard drives, access control readers, fire alarm detectors, PA system amplifier modules, and network switches. For AMC Premium clients, spare parts are supplied at cost price with no handling markup. For AMC Standard clients, a 20% discount applies to the standard spare parts price list. For AMC Basic clients and non-AMC clients, standard pricing applies. For specialised or rare components, SSAL leverages its authorised supplier relationships to source and expedite parts from local distributors or directly from manufacturers where necessary.
Escalation to Brand Technical Teams
For complex faults that exceed SSAL's internal resolution capability — firmware bugs, platform-level defects, or compatibility issues — SSAL escalates directly to the manufacturer's technical support team. As an authorised integrator with multiple brand partners, we have direct access to manufacturer technical support channels that are not available to end-users or non-authorised resellers. Your support contract with SSAL is, in effect, a gateway to the technical resources of more than fifty global technology brands.
Non-AMC support
One emergency visit costs more than a year of Basic AMC.
Even if you do not hold an SSAL Annual Maintenance Contract, we provide time-and-materials support for systems we have installed. Response times for non-AMC clients are subject to engineer availability and are not subject to SLA commitments. We strongly recommend that all clients with critical systems hold at minimum an SSAL Basic AMC. The cost of a single unplanned emergency visit typically exceeds the annual cost of an AMC Basic contract.
- Priority response ahead of non-contract clients
- Scheduled preventive maintenance visits
- Compliance-ready maintenance documentation
Smart Safety & Automations Ltd. · Youth Tower Level 2, 822/2 Rokeya Sarani, Dhaka-1216, Bangladesh · Support hotline: +880 9678-100555 · support@smartsafety.com.bd