The current Openpath Jira and Confluence instances will be migrated to the MSI On-Premise solution from August 9th-11th, the current platform will be set to read-only and all future usage will be in the Avigilon Instance. Please ensure access to MSI Jira & MSI Confluence, both are accessible through OKTA. For additional information and details please refer to the Atlassian migration page
Avigilon Alta Support overview
- Liz McFarland (Unlicensed)
- Chad Fay
- Kat Olsheske (Unlicensed)
Our Promise
The Avigilon Alta Support team is committed to ensuring that you have a seamless experience using all our products. We will always deliver our best when answering your questions, providing best practices and suggestions, and advocating for your needs. Your success is our success!
How to Contact Us
You can reach the Avigilon Alta Support team via:
Search our Knowledge Base and Help Site: How can we help?
File a ticket with Avigilon Alta Support at Technical Support.
To reach us by phone,
Select option 1 for Support, and option 2 for Avigilon Alta Access.
Note: Our technicians can still provide phone support without a "Priority PIN."
Press 2 for support, then # (pound) to leave a message. We will call you back based on the priority level described below. Unlike with most manufacturers' tech support, you don't have to wait on hold.
Americas
United States (US) +1 213-297-2180
Canada (CA) +1 213-297-2180
Brazil (BR) (+55) 11 5171-9494
Europe
Austria (AT) (+43) 0800 802 375
Belgium (BE) (+32) 25 880 707
Czech Republic (CZ) (+420) 228 888 961
Denmark (DK) (+45) 80 82 00 39
Finland (FIN) (+358) 0800 552 037
France (FR) (+33) 1 73 23 56 20
Germany (DE) (+49) 30 66 861 221
Greece (GR) (+30) 21 1198 7620
Hungary (HU) (+36) 80 088 032
Ireland (IE) (+353) 1800 81 71 09
Italy (IT) (+39) 04 97 84 75 20
Netherlands (NL) (+31) 20 241 1500
Norway (NO) (+47) 22 72 82 22
Portugal (PT) (+351) 21 123 2050
Slovakia (SK) (+421) 080 060 1047
Spain (ES) (+34) 911 988 083
Sweden (SE) (+46) 020 889 237
Switzerland (CH) (+41) 21 560 36 60
United Kingdom (UK) (+44) 0800 098 8779
APAC
Australia (AU) (+61) 2 8748 1930
China (North) (+86) 10 800 714 1914
China (South) (+86) 10 800 140 1944
Hong Kong (HK) (+852) 5806 1111
New Zealand (NZ) (+64) 99 226 161
Middle East, Africa, Arab States
Bahrain (BH) (+973) 8001 9950
Israel (IL) (+972) 1809 494 413
South Africa (ZA) (+27) 080 099 0920
Support Hours
Our normal hours of operation are Monday through Friday from 9:00 AM Eastern to 8:00 PM Eastern, with limited availability during major holidays.
Priority Levels
The Avigilon Alta Support Team handles a multitude of cases daily. We set different priority levels depending on the severity of the issue, to ensure that all inquiries are handled accordingly and promptly.
Here is what you can expect if you are experiencing issues with the severity described below.
Low/Feature Request | Medium/Normal | High/Interruption | Urgent/Downtime | |
ISSUE DESCRIPTION | Issue or feature does not affect normal or intended operations or a request for consideration by Avigilon Alta. | Hindrance to the work of individual Users and/or an acceptable workaround is available. | Interruption to the work of individual Users and no acceptable workaround is available. | Interruption to critical business processes affects many users and no workaround is available. |
Please note that resolution times may vary depending on the severity of the issue.
Support Levels
| BASIC | PREMIUM | ENTERPRISE | |
1 | Access to the Support Knowledge Base | ✔️ | ✔️ | ✔️ |
2 | Access to Support via Email | ✔️ | ✔️ | ✔️ |
3 | Access to Support via Phone | ✔️ | ✔️ | ✔️ |
4 | First Response Time | Up to 24 Hrs | Up to 3 Hrs | Up to 1 Hr |
5 | Support Pin - Priority Queue (Get First in Line) |
|
| ✔️ |
6 | Priority Escalation |
|
| ✔️ |
7 | Standard SLA |
|
| ✔️ |
8 | API and Webhooks Consultation | Integrations Only | (1) 1-hour session | ✔️ |
9 | Account Configuration Support | ($) add-on | ($) add-on | ✔️ |
10 | Admin/End-User Training | Self-service Group training ($) 1:1 session | Self-service Group training ($) 1:1 session | 1-Hour included during account onboarding |
11 | Support Hours (Weekdays) | 9:00 am - 8:00 pm ET | 9:00 am - 8:00 pm ET | 24 Hrs |
12 | Support Hours (Weekends) |
| 9:00 am - 6:00 pm ET (Email Only) | 24 Hrs |
1 / 2 / 3 - Channels you can use to contact Support.
4 - When you can expect a response after opening a Support ticket?
5 - Get moved to the front of the line of the Support queue.
6 - Issues submitted that require an escalation to our Engineering team will receive an increased priority.
7 - A mutual agreement between you and Avigilon Alta to commit to specified service levels.
8 - Receive additional support with API and Webhooks-related questions/issues outside of the self-service option we have available.
9 - Receive hands-on guidance in setting up your account including but not limited to adding users, setting up Single Sign-On, etc.
10 - Work with an Avigilon Alta Tech in a one-on-one training session tailored specifically to your use case
11 / 12 - When an Avigilon Alta Tech is available to take calls and respond to e-mails and/or chats if you’re on the Enterprise plan.