Technical Support for Triton-Installed Systems (and Many Others)
Active Triton customers receive priority support: phone response within 1 business hour, and same-day on-site dispatch for critical issues. We also support and upgrade most major IP camera and DSC/Honeywell alarm systems installed by other companies.
| Issue Severity | Phone Response | On-Site Response |
|---|---|---|
| Critical System down, active security breach |
1 hour, business hours | Same day |
| High Camera or zone offline, alarm failures |
Same business day | Next business day |
| Standard Configuration, training, minor issues |
Next business day | Within 5 business days |
Response times shown are service level goals, not guarantees. They are binding only where they are set out in a written agreement specific to your account.
Emergency
For urgent security system failures, call our main line and follow the emergency prompt. After-hours emergencies are handled on a priority basis.
Common Troubleshooting
Try these steps before calling support. Many common issues can be resolved quickly.
Camera Offline
- 1Check that the PoE (Power over Ethernet) cable is securely connected at both the camera and the switch/NVR.
- 2Reboot the NVR by powering it off for 30 seconds and powering it back on.
- 3Verify that the network switch has power and the port LED is active.
- 4If the camera is still offline after rebooting, contact Triton support for remote diagnostics.
Alarm False Triggers
- 1Check sensor placement. Ensure motion detectors are not aimed at HVAC vents, windows with direct sunlight, or areas with animal access.
- 2Adjust sensitivity settings on the alarm panel or request a remote adjustment from Triton.
- 3Review environmental factors such as balloons, curtains, or moving signage near sensors.
- 4If false triggers persist, contact us to schedule a sensor re-evaluation and potential repositioning.
Remote Access Setup
- 1Download the manufacturer app for your system (provided during installation training).
- 2Ensure your NVR is connected to your network via Ethernet cable (not Wi-Fi).
- 3Verify that your router allows the necessary port forwarding or P2P cloud access.
- 4If you need help configuring remote access, contact Triton support and we can walk you through setup or configure it remotely.
System Maintenance
Regular maintenance keeps your security system performing at its best and extends equipment lifespan.
Annual Inspection
We recommend an annual system inspection to verify camera angles, test alarm sensors, check NVR storage health, and ensure all components are functioning properly. Schedule your inspection by contacting support.
Firmware Updates
Keeping your NVR and cameras on the latest firmware ensures security patches are applied and new features are available. Triton can perform firmware updates remotely or during a scheduled service visit.
Camera Cleaning
Outdoor cameras should be cleaned periodically to maintain image quality. Edmonton's winter conditions (snow, road salt spray, and ice) can reduce visibility. Clean lens domes gently with a soft cloth and mild glass cleaner.
NVR Health Checks
NVR hard drives have a finite lifespan. We recommend monitoring drive health annually and replacing drives proactively before failure. Triton can set up automated health alerts for your system.
System Upgrades
Technology evolves and your business grows. Upgrade your system to take advantage of the latest capabilities.
Analog to IP Upgrade
Upgrade your legacy analog CCTV system to modern IP cameras for dramatically improved image quality, remote access, and advanced analytics. We can often reuse existing cabling to reduce costs.
Add Cameras
Expand your existing system with additional cameras to cover new areas, blind spots, or recently renovated spaces. We design additions to integrate seamlessly with your current setup.
Expand Coverage
Opening a new location or expanding your facility? We design multi-site systems with centralized remote access so you can monitor everything from one platform.
Integrate Access Control
Add access control to your existing surveillance system. Card readers, key fobs, or mobile credentials tied to your camera system for a unified security platform.
Support: FAQ
How fast does Triton respond to a critical support issue?
Does Triton support systems installed by another company?
Need Support or an Upgrade?
Existing customer? Call us first. New project? Free on-site assessment, custom quote in 48 hours.