Support Request
IQ Support is available 24 hours x 7 days/week*
(Scroll down for alarm and access adds/changes/delete or alarm response setting)
IQ NZ Freephone*
0508 IQ Security | 0508 477328 | +64 9 441 7100
Select Option 1 for Support
*Hours of contact:
8:30 AM - 5:00 PM - Monday to Friday
After Hours Support
0508 IQ Security | 0508 477328 | +64 9 441 7100
When you contact Us after Hours
(between 5:01 PM and 8:29 AM)
Select the Option:
Press 1: For urgent Technical Support (surcharges applies)
Press 3: Leave a Message
(it will be answered on next office hours day)
Or make an online request =>
Send a Support Request
Alarm/Access Adds,
Moves & Changes
If you need any Alarm or Access Adds, Moves and Changes, please click the button below:
Set Alarm Monitoring
Response Plan
Set up what happens when your alarm goes off and allow 24 hours for the request to take effect:
*SLA Service Levels
IQ SECURITY has implemented an ITIL type framework for to manage our security helpdesk KPI’s. All jobs that are received via phone, email, online portal or online form for code changes are given a priority:
Critical: 1-hour response and same day resolution or workaround. A critical priority is assigned when there is a complete compromise in building security access system. This includes, but is not limited to, failures of the front access control door.
P1 – Urgent: 1-hour response and same day resolution or workaround.
P2 - Important: 1-hour response and 48-hour resolution or workaround.
P3 – Medium: 1-hour response and 10 days resolution or workaround.
P4 - Low: 1-hour response and 30 business days resolution or workaround.
