Table of Contents
Service Level Agreement
Use this guide when you need help with TetherX, need to understand the response targets or want to escalate an existing request.
Get Support
Use the Support page for a fault or anything that needs investigation. It creates a reference number and alerts the support team.
Include the site name, affected device or feature, when the problem began, what you have checked, and relevant screenshots or error messages.
Tip: Quote the reference number whenever you follow up or request an escalation. It takes the team straight to the right investigation.
Messages is available from the button in the bottom-right corner of the platform. Use it for a quick question or to continue an existing conversation. Replies also arrive by email.
Call the office nearest you when a telephone conversation is more suitable:
- United Kingdom and Europe: +44 (0)208 099 6260
- Australia: +61 (0)2 7248 6439
- Canada and North America: +1 (438) 800 6446
The team will arrange a callback from the appropriate technical or sales contact.
Priority and Response Targets
| Priority | Use for | Initial response | Target resolution |
|---|---|---|---|
| Critical | Complete loss of service across all users or sites | 2 working hours | 8 working hours |
| High | A significant function or several sites are affected | 4 working hours | 24 working hours |
| Normal | A single user, device or configuration is affected | 12 working hours | 72 working hours |
| Low | An enquiry with no immediate operational impact | 24 working hours | Best effort |
An initial response confirms that TetherX has started investigating. Resolution can depend on the fault, site access and third-party suppliers.
Tip: Response targets measure acknowledgement and investigation, not a guaranteed fix time. Describe the site impact and any recent change so support can prioritise accurately.
Support Hours
| Region | Local support hours |
|---|---|
| United Kingdom and Europe | Monday to Friday, 09:00 to 17:00 GMT or BST |
| Australia | Monday to Friday, 09:00 to 17:00 AEST or AEDT |
| Canada and North America | Monday to Friday, 09:00 to 17:00 Eastern Time, EST or EDT |
Bank holidays are observed locally. TetherX monitors the platform continuously. Critical platform issues outside these hours alert the on-call engineering team.
- UK office: 124 City Road, London EC1V 2NX, England.
- Canada office: 3700 Griffith St, Ste 321B, Saint-Laurent, Quebec H4T 2B3, Canada.
Escalate an Issue
- Reply to the support request or use Messages to request an escalation.
- Include the reference number and the impact on the site or operation.
- Contact your account manager if you have one.
Support Scope and Commitments
Standard support covers:
- Platform access and functionality.
- Camera connectivity and recording.
- User accounts and permissions.
- Configuration of supported alarm and access-control integrations.
- Mobile apps and general product guidance.
It does not cover on-site visits, third-party hardware faults, customer network infrastructure, custom development or bespoke integrations. For an on-site visit, contact a TetherX partner (opens in a new tab). For custom work, contact TetherX (opens in a new tab).
TetherX monitors platform availability, recording pipelines, cloud storage, API response times and database performance continuously. Check TetherX platform status. If platform availability falls below 99.9% in a calendar month, excluding scheduled maintenance, affected customers can request service-credit details from their account manager or support contact.
Alarm receiving centres, control rooms and other mission-critical environments can arrange enhanced support with faster response targets and higher availability commitments. Contact TetherX (opens in a new tab) to discuss the requirement.
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