1. Open the request
Submit the affected site, system type, symptoms, when it started and photos or screenshots if available.
Open requestSupport and maintenance
Technical support for existing Willdor systems
Open a ticket, identify the affected site and system, and Willdor routes the case according to coverage, priority and access. Remote review comes first when possible; field service is scheduled when the issue requires onsite work.
How it starts
Every support case begins with a ticket
The ticket records the site, system, symptoms, contact person and evidence needed to classify the case and define the next step.
2. Prepare access
Keep the responsible contact available and use only the remote tool or CCTV app requested by Willdor.
Client tools3. Confirm the path
Willdor confirms the ticket, expected response target and whether the case starts remotely or needs a field visit.
Call Willdor ->Covered systems
Support for systems installed or documented by Willdor
Coverage is based on the approved scope, active plan and documented equipment inventory for each site.
CCTV IP & Video Surveillance
Cameras, recording, storage, VMS/NVR/DVR and remote access.
Network & Wi-Fi
Routers, switches, access points and cabling diagnostics.
Digital Signage
Players, displays, basic scheduling and playback review.
LED Low Voltage
Power supplies, drivers, controls, sensors and behavior.
Audio & Video
Amplifiers, zones, controllers, rooms and display systems.
POS Connectivity
POS peripherals when they are part of the supported network or device scope.
Support workflow
From ticket to case closure
Each case is reviewed, classified, worked and closed with clear communication.
Ticket
Minimum information is recorded before work begins.
Classification
Plan, covered scope, priority and severity are reviewed.
Remote or field
Remote diagnosis comes first; field service is scheduled when justified.
Closure
Willdor confirms the result, evidence and pending recommendations.
Remote or field service
The support path depends on the issue
Willdor starts with the evidence and access available. Remote work is used when it can identify or correct the issue; field service is scheduled when hardware, cabling or onsite conditions must be checked.
RMRemote diagnosis
Used for camera access, recording status, network reachability, app review and basic configuration checks when authorized access is available.
FVField service
Scheduled when the case requires equipment inspection, cabling tests, replacement planning, physical adjustment or onsite confirmation.
Support options
Choose service as needed or a support plan
Without a plan, support is handled by availability. With a plan, the site receives defined response targets, priority and included support according to the selected level.
No monthly plan
For clients who request help only when something happens. Tickets are accepted by availability and do not include guaranteed SLA, 24/7 support or priority over active plans.
Priority by site
For homes or businesses that want faster response targets, defined coverage and included remote or onsite support for documented Willdor systems.
Plan comparison
Response, action and included support
Response means ticket acknowledgment and initial communication. Action means the start of remote or onsite remediation.
Basic
ResponseUp to 48 h
ActionScheduled
- Residential, one site
- 1 remote h/month
- 1 visit/year up to 2 h
- Annual remote preventive review
Standard
ResponseUp to 24 h
Action24-72 h
- Business-hours coverage
- 2 remote h/month
- 1 visit/year up to 2 h
- Additional time by authorization
Premium
ResponseUp to 4 h
Action4-24 h
- 4 remote h/month
- 2 visits/year up to 2 h
- Higher priority and 24/7 coverage
Elite 24/7
ResponseImmediate
ActionImmediate
- 6 remote h/month
- 1 visit/month up to 2 h
- Frequent support for critical systems
Plan pricing is quoted by site and documented system inventory. Materials, third parties, upgrades, expansions and out-of-scope work require approval before billing or scheduling.
What to expect
Included support, visits and approvals
Support is focused on restoring or verifying covered systems. Work outside the approved scope is quoted before it moves forward.
Included in support
- Ticket logging and management.
- Remote diagnosis and remediation when feasible.
- Field visit coordination when the diagnosis justifies it.
- Clear closure report with evidence when applicable.
Requires approval
- New installations, expansions, relocations or new cabling.
- Materials, replacements, third-party services or upgrades.
- ISP/carrier issues, manufacturer platforms or external damage.
- High-voltage, permits, inspections and life-safety/fire systems.
Ready to request support?
Send the information needed to start the case
Include system type, site, symptoms, issue time, recent changes, photos or screenshots and the best onsite contact.
Security note: do not send passwords, verification codes, remote access IDs or camera credentials through insecure channels. Willdor will confirm any sensitive access during an authorized support session.