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Raising a support request

Choose the right form, fill in the required details and add photos or videos.

Step by step

  1. Choose New requestOn the home page tap the type of problem, e.g. CCTV fault or Fire alarm fault.
  2. Write a short summaryOne line an engineer can understand at a glance, e.g. "Car park camera 4 offline".
  3. Fill in the detailsFields marked * are required for that kind of request.
  4. Add photos or videosTap the camera box to take them straight from your phone.
  5. SendEvery Amax engineer is notified straight away.
  6. You get a confirmationBy email and in the portal, with a reference like AMX-000123.

Good photos and videos save a visit

  • Fire alarm panels: a clear photo of the panel display showing the fault text.
  • Cameras: a screenshot of the black or frozen picture, plus a photo of the camera itself if it's damaged.
  • Door readers and keypads: a short video of what happens when you present a card.
  • Keep videos short (under a minute). Large files take a while on mobile data, and the progress bar shows how far an upload has got.

Photos, videos, PDFs and Office documents can be attached. Web pages and programs can't.

Urgent problems

Tick This is urgent if a system is down or the site is at risk. For fire alarm faults that leave the building unprotected, also phone us: the number is on the sign-in page.

Important: Don't put alarm codes, passwords or door codes in a request. An engineer will ask for them securely if they're needed.

Raising a request by email

You can also email support@amax.co.uk. Emails from your company's address become requests automatically, and attachments are kept. Your company's email needs to pass the usual anti-forgery checks (DMARC); if it doesn't, an engineer may phone to confirm the request came from you.

Limits

So the team isn't flooded, each person can raise up to 15 requests an hour (40 for the whole organisation) and attach up to 20 files at a time, with a daily allowance for uploads. If you reach a limit, the portal says so: send the request without the files or phone us, and we'll arrange another way to get them.

Next: Following your request.