Raise an Avigilon Alta support case

Last modified: Tuesday November 15, 2022.

If your Avigilon Alta video security solution is not functioning as expected, and you have already tried to resolve the issue by following the information in <xxx>, the next step is to contact the Avigilon Alta Support team and raise a case.

Task — Raise an Avigilon Alta Support case

1. Log in to the secure Avigilon Alta support portal at support.avigilon.com.

   If you have not previously logged into the support portal, register an account by clicking SIGN UP and then following the on-screen instructions.

2. Click New Support Ticket.
3. Type a subject for the ticket.

   Briefly describe the issue you are experiencing in the Subject field.

4. Select the priority to be assigned to this case:
   
   • Low — questions about general product defects that have no business impact or time sensitivity.
     For example, an error in the documentation, or questions relating to future installations.
   • Medium — minor functionality that is not working as documented, causing minor service impairment. This could include a more significant issue to which there is a viable workaround.
     For example, one of your cameras is not recording, but all others are operating as expected.
   • High — a major component of your Avigilon Alta deployment is nonfunctional in your production environment, and there is no known workaround.
     For example, some (but not all) of your cameras are not recording.
   • Urgent — your Avigilon Alta deployment is totally nonfunctional in your production environment, and is impacting your security.
     For example, one of your Alta Cloud Connectors or Alta Cloud Connectors is offline, or all cameras are offline.
5. Type a description of the issue you are experiencing.
   Provide information about whether the issue is reproducible, and if so, the steps needed to reproduce the issue. Provide any other information relevant to your issue, such as that the issue was seen during/after an upgrade, or when connecting new cameras to the network.
6. Add any supporting files to the Drag files here or click to add file area.

   Supporting files include:

   • Log files from your Alta Video deployment.
   • Local Alta Cloud Connector, Alta Cloud Connector or Avigilon Ava camera log files.
   • HTTP Archive Files (.har) files downloaded from your browser.
   • Screenshots of the Alta Video user interface that show the issue you are experiencing.

   See <Locate information to help resolve issues>.

7. Read and agree the Avigilon Alta data privacy notice.
8. Click Submit.
   The ticket summary is displayed, which includes the case number. This information is also sent to your email address.

Task — Check the progress for an existing support case

1. Log in to the secure Avigilon Alta Support portal at support.avigilon.com.
2. Click Check Ticket Status.
   The list of all your open or pending support cases are displayed. Click the case of interest to see more information about the case.