" At Teldat Security we understand that the utilization of technologically advanced products and solutions like the ones offered by our company does require a certain level of technical knowledge and expertise.

As manufacturers committed to provide the security industry with networked video, audio and alarm transmission solutions, we have made the “ease of use and installation” one of our company’s main guideline. Using our expertise on the telecommunication technologies, with more than 15 years manufacturing routers and modems, and our knowledge of the security industry we are continuously working in making our products as “plug’n’play” and installation friendly as possible.

Together with our R&D efforts to improve the ease of use and installation of our products we have also created a complete technical support program for our customers designed to meet the different levels of attention and support that they might require when using our products. "

Teldat Security is pleased to announce it’s new ON-LINE Technical Incidents Response for all Telsec products.

Please use the following procedure to access the service:

1) Access the Teldat Group technical support and services website at: http://helpdesk.teldat.es

2) On the main menu, select the “Technical Support” option.

3) If it is your first time accessing this service, you will have to register and create a new user account. For this purpose please click on the “Sign up here” link (just below the user name and password boxes) and follow the instructions. You will be prompted to create a user name and a password; please write down and save such information as you will need to enter it every time you log-on to our tech support website.

4) Use your user name and password to log-in our system

5) Report any query, suggestion, and problem or request that you might have about Telsec products. You will receive an answer via e-mail from a Telsec representative within 24 hours.

Telsec’s on-line web support service is available at no cost to all our customers with no limitations on the number of incident reports, comments or suggestions that each customer can send.

Teldat Security offers all its customers e-mail and telephone direct assistance and technical support. This service is designed to assist our customers in whichever questions they might have about our products and to help them solve any problem they might be experiencing when interfacing with such products.

To contact our customer service and technical support department please use the following method:

support@teldat.com

United States : +1.866.4TELDAT (1.866.483-5328)

Canada & Central and South America : +1.305.372.3480

Europe : +34.91.8076565

Telsec’s tech support will cover the following requests:

- Generic product questions such as functionality information, tech specs, application scenarios, system integration possibilities, etc…

- Assistance request for basic installation and usage issues/problems.

For those customers and corporations that will be making a large number of installations in a variety of telecommunication scenarios, Telsec offers an “Premium technical support program” program.

This program is designed to provide our customers with on-line assistance to help them troubleshoot and finalize Telsec products installations that involve a complex communication scenario.

There are a number of possible communication scenarios and architectures that might include external elements to those directly involved in a video security or alarm installation: Firewalls, proxy servers, antivirus systems, etc…

Telsec has a high level of expertise in dealing with such scenarios and we want to offer such expertise to our customers via this “Premium technical support program”.

We understand that all these external elements, although having nothing to do with our products, can turn an otherwise easy installation into a big time-consuming problem. With the “Advanced technical support program”, our engineers will work with your installers and the IT managers at the installation premises to troubleshoot and fine-tune the installation and all related elements so that the video security and/or alarm transmission products can be installed and used without any problems.

This service includes the following:

> Communication architecture supervision and consulting

> IP addresses and information supervision

> Installation assistance to verify correct IP information (pinging the equipment from our tech support facilities).

> Communications troubleshooting: analysing possible effects of firewalls, proxies and other software applications and suggesting possible solutions.

> Equipment configuration assistance

> Installation testing: programming the units to send information to our facilities so that we can check video alarms, camera signals, etc…

It is important to understand that Telsec’s tech support department will work with you only as a consultant and will only recommend procedures and tests to help you analyze and troubleshoot an installation. The installer will always be the final responsible of all aspects of the installation.

The PTS service is currently only available for customers under a service contract with Telsec. The characteristics of the PTS service are as follows:

> Flat annual fee of per customer.

> 10 service hours per year included when renewing or setting up an account.

> Additional hours will be charged at a per-hour price. 10 hour service packs are also available.

> Customers will be requested to provide their customer ID number when requesting a PTS service. Formal confirmation of the PTS service request will need to be submitted to Telsec via fax or e-mail.

> Customers will be informed of the remaining service time in their account before processing any service request.

> Customers shall receive a complete description of all actions involved in the service request, with specific information about the time used for each of the items/operations.

NOTE: Customers using the PTS can still benefit from Telsec’s standard technical support service for normal product related issues not requiring specialized/customized attention from our tech support engineers.

For those central stations that purchase one of the integrated video modules from one of our software partners (IBS, SIS, GE-MAS and Microkey) and for those who purchase an unlimited site license for Telsec’s VisorCENTRAL application, we offer a post-installation fine-tuning service.

This service is meant to help our customers get started with our system and solve possible infrastructure and installation related problems that might arise once the system has been installed and is operational.

The MSFP service includes the following:

- Three month weekly follow up of all operations involving the VisorCENTRAL software or compatible integrated video modules.

- E-mail and phone support for all technical support issues related to the system.

The MSFP service is provided free of charge for all customers who purchase an unlimited site license of Telsec’s VisorCENTRAL application or for those who purchase one of the integrated software module from one of our partners (and upon confirmation with our partners that the purchase has been made effective).

For those customers that require on-site technical assistance from a Telsec technician, we offer the OTA program. This program is designed to assist our customers in the following scenarios:

- Installing and configuring Telsec equipment

- Central station software setup, configuration and/or integration with other software applications.

- Internet video services portal (VisorPORTAL) installation and configuration

- Project analysis and consulting

The OTA service is available to all customers and needs to be requested to Telsec with at least a two week notice from the date in which the assistance will take place. Assistance approval is subject to the availability of our technical personnel and travel arrangements.

The customer requesting the OTA service will be charged for the following: Basic daily rate, air travel (if needed), Daily per diem fee, lodging and accommodation expenses, all work related transportation during the period of the service .