 Honeywell’s
technical support group is available to assist Honeywell Integrators
with issues they may encounter with either Honeywell hardware or
software during system installation. While telephone support cannot
replace training on Honeywell’s products, we can enhance our
Integrator’s ability to properly install Honeywell systems. Although
we may offer some limited Operating System (OS) and peripheral
support (modem configuration, for example), our primary intent is to
support Honeywell products.
Remote Telephone Support
During normal business hours of 7:00AM – 7:00PM Central Time, Honeywell
staffs an experienced telephone support desk. Trained technical support staff
can assist the Integrator with installation, configuration, and troubleshooting
services on new or existing Honeywell products, while also providing assistance
on a variety of other functions. Calls from installation sites that are either:
(1) under warranty; (2) governed by a Software Support Agreement; or (3)
serviced by an Honeywell product-certified technician with an ID number issued
by Honeywell, are given priority support in the call queue.
All telephone calls are logged in a call tracking database system; these
calls can be viewed by Integrators with Customer Information Management (CIM)
system access via www.hascim.com.
The technical support group also reviews all logged problems, and meets
regularly with other product development and support departments to analyze
support trends and additional needs. In cases where a problem has not been
appropriately resolved in a reasonable or agreed timeframe, additional
discussions and trouble-shooting sessions are held to develop and implement
appropriate solutions. Additionally, monitoring the requests provides a powerful
tool for tracking trends and ensuring that appropriate staff and technology are
accessible to callers.
Most support calls can be resolved quickly. Callers can reduce problem
solution time, and ensure timely and accurate answers to their questions, by
gathering as much information as possible prior to placing the call.
When calling for support, our automated call distribution system will prompt
the caller to select a product type (hardware or software), operating system
(e.g., Windows XP™, Unix/ Linux™), and specific Honeywell system and site
number. Trained technicians with Honeywell-issued ID numbers should also input
their ID to expedite call routing to the appropriate technical support group.
On-Site Services
In the event that an on-site project requires additional expertise from the
manufacturer in order to achieve problem resolution, a Honeywell Regional
Technical Manager or Application Engineer may be dispatched to the project
location following a needs assessment conducted by the Integrator and Honeywell.
Normal on-site service charges will prevail.
Planned On-Site Services
Although Honeywell can offer a broad range of customized, on-site solutions,
our on-site support services program has two main purposes: (1) to facilitate
and expedite the process of turning over a complete security management system
using Honeywell products; and (2) to complement the Integrator’s regular
maintenance program to ensure optimal system operation and minimal downtime.
Among the on-site services made available by Honeywell are training,
troubleshooting, diagnostics, consulting, and advanced-level programming, for
either an end-user site or Integrator location. In addition, Honeywell offers
the flexibility to cover additional items beyond our normal scope of services,
which allows us to implement customized solutions corresponding with each
customer’s unique requirements.
Web-site Access – Installation Guides
Over the years we have compiled a large database of information covering
Honeywell hardware and software. Wiring diagrams, installation tips, frequently
asked questions, known product issues, user manuals and more can be found at
www.honeywellaccess.com.
If you have internet access, we recommend that you browse our web site first
as numerous customers over the course of several years have informed us that
their technical support questions were quickly answered by initially consulting
the on-line references available on our web site. However, if you still can’t
get connected for any reason, telephone support is always available during our
normal business hours.
In addition, much of our product is directly integrated with third party
products and operating systems, and much of the support we provide is actually
common information about operating systems, communications, etc. Before calling
us, please check the relevant vendor web site. Links to many third party vendors
and Honeywell business partners are available on the Honeywell website as well.
Electronic Mail
If your problem isn’t urgent, you might consider sending an email message to
help@nexwatch.com. You will receive an automated response to your request. If
you send email with a detailed description of your problem, our technical staff
can research your problem before responding. If you request a telephone
response, please include the telephone number at which you can be reached.
Additionally, if a specific time is needed for support, an appointment may be
requested via email and a confirmation will be provided by the attending
technical support representative.
Modem Diagnostic Support
While many Honeywell systems are shipped with diagnostic modems, some systems
require the Integrator to supply the appropriate communication software and
modem. Dial-up modems permit Honeywell’s technical support group to remotely run
diagnostics, update files and add features on Honeywell systems.
Software/Firmware Maintenance Releases
New releases or updates of software, applicable user manuals, technical and
alert bulletins generally released by Honeywell to other licensees at no charge
are supplied to systems under warranty. Discounts are available on system
upgrades for systems under warranty. Features of new software releases may
require hardware upgrades of the processor, memory, hard drive, or other
components for proper operation. Honeywell will specify all hardware
requirements for new releases. It is the responsibility of the Integrator to
procure and install any required hardware upgrades at his own cost. | 
