Support
Service Desk, SLAs, and Warranty Coverage.
For existing Infinoid Secure clients. Raise a fault, check your SLA, download documentation, or request a service visit. One number for everything.
AMC & Service Desk
+91 9871973348
Service escalations, fault reports, and AMC scheduling.
Call NowWhatsApp Support
WhatsApp Us
Quick fault reports and status updates. Fastest response channel.
Open ChatEmail Support
sales@infinoid.com
Non-urgent requests, documentation, and escalation trails.
Email UsStandard hours: Mon–Sat, 9:30 AM – 6:30 PM IST. Priority AMC emergency line: 24 × 7, including weekends and public holidays.
SLA Tiers
Know Exactly What Your AMC Covers.
Every AMC contract has a written SLA. No ambiguity about response times, visit schedules, or what is and is not included.
Standard AMC
All AMC ClientsResponse
4 Hours
Resolution
Next Business Day
Visits
Quarterly
Coverage
Mon–Sat, 9AM–7PM
- Quarterly preventive maintenance visits
- Remote diagnosis and configuration support
- Firmware and software updates
- NVR / DVR health checks
- Spare part facilitation
Priority AMC
Enterprise ClientsResponse
2 Hours
Resolution
Same Day
Visits
Monthly
Coverage
24 × 7
- Monthly preventive maintenance visits
- 24-hour on-site emergency response
- Dedicated account manager
- Priority spare part sourcing
- Remote monitoring and alert handling
- Quarterly system health report
What We Cover
Every Type of Service, in One Contract.
Whether it is a scheduled preventive visit or a 2 AM emergency callout, your AMC covers the full range of service scenarios.
Preventive Maintenance
Scheduled quarterly or monthly visits. Camera cleaning, lens adjustment, cable inspection, NVR/DVR health check, firmware updates, and access device testing.
Emergency Callouts
On-site engineer dispatch within your contracted SLA window for critical failures such as camera down, NVR fault, access control failure, or biometric device issues.
Remote Support
Remote diagnosis, configuration changes, user access management, recording settings, alert configuration, and attendance rule updates, without needing a site visit.
Software & Firmware Updates
Managed firmware rollouts for cameras, NVRs, and access panels. VMS, biometric, and attendance platform software updates tested before deployment.
Warranty Management
We manage warranty claims with the manufacturer on your behalf. Faulty hardware identified, documented, and replaced under OEM warranty with no effort from your side.
Health Reports
Priority AMC clients receive quarterly written system health reports covering device status, faults resolved, firmware versions, and recommended upgrades.
Resources
Documentation and Downloads
Product catalogues, user guides, and service forms. Contact us for any document not listed here.
AMC Contract Template
Standard AMC agreement structure for new clients.
Service Request Form
Raise a formal service request with fault details.
Hikvision Product Catalogue
IP cameras, NVRs, and access control devices.
CP Plus Product Catalogue
CCTV, DVRs, and surveillance accessories.
Biometric Device User Guides
Face recognition and fingerprint terminal operation.
VMS Quick Start Guide
HikCentral and iVMS platform setup overview.
Request documents by emailing sales@infinoid.com
FAQ
Common Support Questions
How do I raise a service request?
Call +91 9871973348 or WhatsApp us with your site name, device type, and fault description. For non-urgent requests, email sales@infinoid.com. AMC clients are tracked by site and prioritised automatically.
What is covered under an AMC contract?
Standard AMC covers quarterly preventive visits, remote support, firmware updates, NVR health checks, and emergency callout response. Spare parts and hardware replacement are chargeable unless covered under OEM warranty.
What is the on-site response time?
Standard AMC: next business day on-site response. Priority AMC: 2-hour on-site response, 24 hours a day, 7 days a week including holidays.
My camera is showing offline on the NVR. What should I do?
First check the camera power (PoE switch port light) and network cable connection. If the port is active but the camera is offline, try rebooting the NVR. If the issue persists, call or WhatsApp our support desk and we will remotely diagnose before sending an engineer.
How do I add or remove a user from the biometric attendance system?
Call our support desk or WhatsApp us with the employee details. For Priority AMC clients, user management changes are handled remotely within 4 hours. Standard AMC clients can request user management during the next scheduled visit or call for remote assistance.
Is the hardware covered under warranty?
Yes. All equipment supplied by Infinoid Secure carries the original OEM manufacturer warranty (typically 1–3 years depending on brand and product). We manage all warranty claims with the manufacturer on your behalf.
Can I take an AMC for equipment not supplied by Infinoid Secure?
Yes, subject to a site assessment. We service Hikvision, Dahua, CP Plus, Axis, HID, Suprema, and Matrix equipment regardless of original supplier. Contact us for an AMC quote after a site survey.
Raise a Request
Tell Us About the Fault or Service Need.
Fill the form with your site details, the system affected, and a description of the issue. Our service team picks it up within 2 hours during business hours.
Service Request Form
We respond within 2 hours during business hours.
Not Yet on AMC?
Get Your Systems on a Maintenance Contract.
AMC pricing is based on your equipment count and site count. We cover Hikvision, Dahua, CP Plus, Axis, and most other major brands regardless of who originally installed the system.