Firetide customer support

Thank you for choosing Firetide!

We pride ourselves on delivering the highest levels of support to all our customers. We achieve this through a combination of responsiveness and technical expertise.

Warranty

Once the warranty period has expired, Return Merchandise Authorizations (RMAs) and all forms of support via phone and email will not be accepted. Only that equipment that is covered under warranty will receive warranty and support, so it is required that all Firetide equipment in a specified mesh be under warranty.

technical support concept spanner on keyboard

Technical support

Your support options

For demo and pre-purchase questions, please contact Firetide sales for assistance.

For new and previously purchased Firetide equipment, the following options are available:

  • Self-help is available from our resources page. There, you will find HotView Pro software (new and legacy), technical documentation, and FAQs.
  • Please email us to request Firetide's product firmware, open an RMA case, or ask a product specific question. Confirmation of product warranty is required.

A Firetide certification is required from all individuals installing or servicing Firetide equipment. Visit Firetide's training page for information.

hands typing on laptop

Request technical support

Technical assistance center

Free technical support is provided by email, and includes answers to technical questions, product configuration assistance, firmware, licensing, and RMA service for products that are within warranty.

Before contacting support, please review the FAQs on the resources page for a possible solution.

To open a Support Case, please send an email to support@firetide.com and provide the following information:

  • Company name
  • Company address
  • Company telephone number
  • Model and serial number of the product involved
  • Detailed description of problem being encountered