This FAQ outlines the operational processes for Avigilon and Openpath orders from partners
within Europe. The aim is to clarify the procedures for hardware and software purchases,
logistics, RMA requests, and other relevant aspects of order fulfillment.
Ordering Channels:
Partners located within Europe can now order hardware through the Avigilon Online Store, such
as their e-commerce or via orders@avigilon.com.
Order Fulfillment:
Orders placed via Avigilon will be fulfilled through the Amsterdam, Netherlands Warehouse.
Hardware Orders:
Purchase orders that are submitted to the Avigilon Online Store should only contain hardware
and no software. Any POs with subscription SKUs must be revised only to contain hardware.
The Avigilon orders team will reject POs that contain both software and hardware.
Software Orders:
Software purchases (licenses) will still need to be processed through Avigilon Alta access
(formerly Openpath) by contacting orders@openpath.com or purchasing through the web store
located in the Control CenterAvigilon Alta Access.
Partners should create the end customer organization where licenses will be applied before
sending the software orders to Openpath. Licenses become active once the sales order number
is generated and is available for immediate use in the Control CenterAlta Access. It is highly recommended
to provide the 5-6 Org ID on the Purchase Order for seamless processing.
How do I set up customer accounts?
RMAs:
RMA requests will be processed through Avigilon Alta access (formerly Openpath) at this link -
opcx.org/RMA
Invoices:
Avigilon and Avigilon Alta are two separate entities within the Avigilon suite; therefore, orders
that are processed through each respective unit will be billed separately.
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Software orders processed through Avigilon Alta access (formerly Openpath) will be billed
through the Avigilon Alta access’ (formerly Openpath) billing system. For assistance, contact
openpathAR@motorolasolutions.com.
Partner Eligibility:
Partners must have the Avigilon Alta access (formerly Openpath) brand entitlement and perform
business in European countries. If the partner does not have the brand entitlement, they can
request through their partner portal or contact their sales manager for assistance.
European Countries:
If your country is not listed, please reach out to your local sales manager.
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