Technical Sales Support & Service

Vicon offers technical and sales support to our partners around the world. Our team is ready to assist you with whatever challenge you may face.

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We’ll take care of your surveillance system.
You take care of business. 

Vicon has been supporting business surveillance needs since the 1970s, making us one of the most experienced tech support teams in the industry. Our goal is to keep your cameras, VMS and access control system running at peak performance. Our US-based team has expertise in both IT and security technologies and have over 150 years of combined expertise in the industry. 

Our specialists are tech-savvy problem-solvers that go the extra mile for you.

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Before contacting technical support

Check online
Before calling Vicon Technical Support, remember that we have a wide variety of online help tools, including our knowledgebase, manuals and guides, data sheets and other helpful guides.
Check product eligibility

Please ensure that your product has not been discontinued or terminated, as our current support policy means we only support active products.

Know your Customer ID

Please ensure that you know your Customer ID number when calling Vicon Technical Support. If you don’t have this number, your call will be forwarded to your local Vicon sales representative who will need to confirm that you are a Vicon partner that is eligible for support.

Contacting technical support

Phone

US
1-800-348-4266, ext. 5

Europe
+44 (0)1489 566300

Outside the US and Europe
1-631-952-2288, ext. 5

Asia Pacific
+65 81983309

Online

International Tech Support is provided 24/7 via callback. Please click the button below to request technical support assistance. A Vicon representative will contact you at Vicon’s expense.

Software Registration Assistance

Phone

US
1-800-348-4266, Option 4

Outside the US and Europe
1-631-952-2288, Option 4

Online

 Send email to request assistance with software registration.

Please note that support is provided M-F between the hours of 8:30 a.m. and 5:00 p.m., Eastern Time. Please keep this in mind when indicating a desired call-back time.

Vicon Service and Parts: US and International

Genuine factory replacement components

Contact your parts coordinator at extension 369 to inquire about procuring piece part or sub-assemblies required to meet your specific servicing needs.

Correspondence via email can be accomplished by sending your specific requests to parts@vicon-security.com.  Voice mail capabilities exist to compliment your business transactions.

To help assist you:

  • Please have your six (6) digit product code and serial number available when calling for assistance. The product code can be found on the silver or white label attached to the main chassis. For some models the label may be affixed to the inside of the unit. Should the product code not be available, the model number and / or model family name may be found on the front or top panel.
  • When dealing with printed circuit boards and / or plug-in cards, the first ten (10) digits of the twelve (12) digit board part number will help us identify your product. The board number takes the form: xxxx-xxxx-xx-xx.
  • If neither of the above identification methods are available to you a digital photo and a follow up conversation will allow us the best opportunity to help with your component request.

Product Servicing

Should servicing be required, we offer several Factory Authorized Service Centers in the continental United States. We also offer the services of an additional center in Canada. By simply contacting the Service Repair Coordinator at extension 384, the service location that best meets your need will be identified. For our customers that are familiar with the Service Center Network please do not hesitate to contact them directly; a complete list of Service Centers can be found below. For your added convenience, correspondence can also be initiated via email address repair@vicon-security.com or, when the circumstances permit, by taking advantage of our voice mail capabilities.

To help assist you:

  • When returning product or parts to Vicon Corporate Headquarters please ensure that the Return Authorization (RA) or Part (PT) return number issued to you is clearly indicated on the outside of the carton.
  • For your convenience Vicon offers a Flat Repair Fee for many of our out of warranty products when servicing is performed at Vicon Corporate Headquarters. This fee covers material and labor needed to service your product. Should you choose, the need to be contacted by Vicon to request a purchase order may be avoided if it is supplied at the time of the RA request. Under no circumstances will Vicon proceed with your servicing request should the product incur additional charges needed to complete the servicing of your product.
  • To help expedite the servicing of your product please include within the shipping carton a detailed explanation of the symptoms and contact information for the person most familiar with the problem, should we need to have one of our technicians contact you to discuss the specifics of your service request.
  • Because select families of product are only serviced at Vicon Corporate Headquarters, please contact us directly if you are unsure as to which location can best meet your servicing needs.
  • For your convenience and review, the “Vicon Standard Equipment Warranty” policy can be found below.

Factory Authorized Service Centers

Audio Video Sys. Inc.
1860 Old Okeechobee Rd. #104
West Palm Beach, FL 33409
Tel: 1-800-367-1896
Tel: 561-686-4473
Fax: 561-689-5520
http://cctvrepair.com/

Video Experts
Customer Service

145 Barr Unit 2
ST. Laurent, Quebec
Canada H4T 1W6
Tel: 800-722-3973
e-mail service@videoexperts.com

Video Experts
Customer Service
400 Matheson Blvd E.,Unit 5
Mississauga,Ontario
Canada L4Z 1N8
Tel: 800-722-3973
e-mail service@videoexperts.com

L.A.M. Technical Services Ltd
Contact: Kathleen or Marcel
18311 – 105 Ave., Suite 101
Edmonton, Alberta
Canada T5S 2K9

Call for an RA repair number
Tel: 780-447-2043
Toll-free in Canada: 1-866-447-2043
Fax: 1-866-401-7218
email: lam@lamtechnical.com
web: www.lamtechnical.com

BT Services
11000 E. Rush St,STE2
South El Monte, CA 91733
Contact: Tam Tran/Jane Hayman
Phone 626-582-1678
Fax 626-529-0908
1-888-582-1678
e-mail service@BTAVS.com

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