Welcome the VSEC Support Request Page.

Under the Service Level Agreement (SLA) VSEC provides three levels of support to Hyatt;

1) Standard.   This relates to basic administration and support such as;  adding users, changing resolutions or frame rates, motion sensitivity or adding a new camera.  Standard requests are processed within 7 business days.

2) Escalated.   These are more imminent requests where some of the system is degraded or new users (managers) require more immediate access.  Escalated requests are processed within 2 business days.

3) Critical.   These requests require immediate attention such as system failure, exports to support Law Enforcement incidents or other matters that must be dealt with in near real time.   Critical requests are addressed with 24 hours