Support

Submit a support ticket.

Use this form to log a technical support request with SSAL's after-sales support team. You will receive an automatic acknowledgement — including your unique ticket number — within 60 seconds of submission.

60sacknowledgement
24/7critical hotline
10MBphoto & log evidence
What to expect

After you submit

Single-point accountability from the moment you submit — every ticket is tracked to resolution.

Within 60 seconds

You receive an automatic acknowledgement email containing your unique SSAL support ticket number (format: SSAL-SUP-[DATE]-[NUMBER]). Save this number.

Within your SLA response window

A qualified SSAL technical support specialist reviews your ticket and contacts you by phone or email. Response times are determined by your AMC tier and the priority level of your ticket.

Tracking your ticket

Use your ticket number to track progress at any time via the SSAL client portal, or quote it in any email or phone communication with our support team.

Escalation

If you feel your ticket is not receiving the attention it requires, you may escalate by calling +880 9678-100555 and quoting your ticket number. Our team will escalate to the appropriate level.

Production down?

For urgent, production-impacting issues, call the AMC hotline directly after submitting your ticket.

+880 9678-100555

Support Ticket Form

Fields marked with * are required. Visual evidence significantly accelerates diagnosis — describe the issue in as much detail as possible.

For critical issues (system completely down, safety system failure), do not wait for a web form response — call our support hotline immediately: +880 9678-100555. AMC Premium clients calling the hotline receive 24/7 response. All callers receive next-available engineer response.

The name of the person submitting this ticket and the primary contact for follow-up.

Your organisation's full name as registered with SSAL.

The best direct number for our technical team to reach you. Include your extension if applicable.

Your professional email address. All ticket updates, including resolution confirmation, will be sent here.

If you hold an SSAL Annual Maintenance Contract, enter your contract number here. This enables our team to confirm your SLA tier and prioritise your ticket accordingly.

Please select the priority that most accurately reflects the operational impact of the issue. SSAL's technical team will confirm or adjust the priority level based on their assessment.

Describe the specific product or system experiencing the issue. Include brand name, model number (if known), and a brief description of its location within your facility. Examples: Hikvision NVR DS-7716NI-K4 — Server Room Level 2 | ZKTeco K40 fingerprint reader — Main Entrance | Honeywell fire alarm panel — Building Management Room

Optional — accelerates hardware-fault diagnosis.

  • What the system was doing before the issue started
  • When the issue first occurred (date and time if known)
  • What error messages (if any) are displayed on screen or on the panel
  • What you have already tried to resolve the issue
  • How many users / devices / zones are affected
  • Any recent changes to the system, network, or physical environment that may be relevant

Minimum 100 characters. Maximum 2,000 characters.

Upload images, screenshots, error logs, or video clips that illustrate the issue. Visual evidence significantly accelerates diagnosis. Accepted formats: JPG, PNG, MP4, PDF, TXT, LOG | Maximum file size: 10MB per file

Other ways to reach us

Alternative support routes

The ticket form is the documented route — but it is not the only one.

24/7 Hotline

+880 9678-100555

Best for: Critical and High priority issues

Email Support

support@smartsafety.com.bd

Best for: Non-urgent technical queries

WhatsApp

+880 1799-986890

Best for: Image/video sharing, quick queries

Main Office

+880 1799-986890

Best for: General support enquiries

View Our Support SLAsView AMC OptionsContact Us

Smart Safety & Automations Ltd. · Youth Tower Level 2, 822/2 Rokeya Sarani, Dhaka-1216, Bangladesh · Support hotline: +880 9678-100555 · support@smartsafety.com.bd