We aim to be as transparent as possible when it comes to getting help for your alarm system and our support team is driven to provide an exceptional level of support to both existing customers and those who have questions before making their purchase.
Once you have signed up for a Boundary alarm system we want to be clear how quickly we will respond to a question and also give a guide on how long it will take to resolve. These targets will depend on which subscription plan you have in place and are summarised below.
The target times only apply to our normal business hours which are 09:00 - 17:00, Monday to Friday but our helpdesk is manned around the clock for critical issues.
First Response
This is the length of time from when you first send your question via our helpdesk or by email to when one of our agents will acknowledge the question and provide a solution or the next steps. Our average time to respond during business hours is normally a lot less than these times so think of this as a maximum wait for your question to be picked up by the team.
| Plan Name | First Response Time |
| Pro (24x7 emergency) | 15 minutes |
| Pro (normal) | 60 minutes |
| Smart | 2 hours |
| Smart (legacy) | 4 hours |
| Lite | 24 hours |
Resolution Time
This is the normal length of time you can expect a problem or question to be resolved within. Again, these times apply during normal working hours and are maximum targets. In reality, issues are resolved considerably quicker than this.
The time to get a problem resolved is dependent on a couple of factors. Firstly, we apply a priority to a ticket ranging from a low impact to an urgent situation depending on how significant the problem is. All questions start life with a normal priority but our team can change this.
Secondly, we may need to escalate your question to other teams or a third party. If this does happen then naturally we will let you know but it will mean we "pause" the resolution time whilst it's outside our control.
| Plan Name/Priority | Urgent | High | Normal | Low |
| Pro (24x7 emergency) | 4 hours | 4 hours | 4 hours | 4 hours |
| Pro (normal) | 8 hours | 8 hours | 1 business day | 24 hours |
| Smart | 8 hours | 1 business day | 1 business day | 2 business days |
| Smart (legacy) | 12 hours | 1 business day | 2 business days | 4 business days |
| Lite | 1 business day | 2 business days | 4 business days | 4 business days |
How to Get Help
We have a number of ways to get in touch with us, however, in order to ensure we provide the best level of service we ask that you contact us by:
- Calling our emergency line (professionally monitored Pro customers only)
- Sending an email to help@boundary.co.uk
- Submitting a request through the helpdesk
You are of course welcome to contact us through our Facebook page or Twitter but we can't provide guaranteed response times through these channels.
Our Performance and your Feedback
We pride ourselves on the quality of support we provide so our team works to a set of standards they are measured against to make sure we are not just meeting your expectations but exceeding them. The minimum levels of performance we work to are:
- 90% of questions responded to within our first response target
- 90% of questions resolved within our resolution target
- 90% of tickets rated as satisfactory by our customers
On the last point, every time you contact our helpdesk, after the question is solved, we will send you a short survey asking you to provide feedback on how it was handled. This feedback is visible to our team and management to make sure we are providing an exceptional level of service.