Reporting an Issue

If you are not able to find the answer within the SMB Help Centre, follow the process below to report an issue.

Triage process:

• Search for the answer in the SMB Help Centre – Installer and Customer.

• Complete the training or refer to the training videos or training information provided.

• Contact your Distributor (who you purchased the Gallagher SMB hardware from) - NZ or Australia.

• Follow their Technical Support processes for Level 1 & Level 2 support.

• If the issue isn’t resolved, it can be escalated to Gallagher Technical Support.

Minimum information needed to effectively investigate an issue.

Installer Issues:

• Urgency / Priority

• Distributor Name

• Install Partner Organization Name

• Technician Name

• Site Name

• Controller ID (32-character number on Controller and in the Controller lightbox of Installer App)

• Controller MAC - if a hardware issue

• Check and record the Controller LED flash pattern if it is a Controller issue.

• Time the issue first occurred.

• Permaconn issues (if applicable): PM54 Serial Number, PM54 Mode - Alarm Monitoring and/or Cellular Backup Router, PM54 LEDs

Details of the issue and how to reproduce.

Customer Issues:

• Urgency / Priority

• Customer name

• Site name

• Install Partner Organization.

• Mobile device details: Make, Model, OS Version

• Mobile App log file if possible

• Time the issue first occurred.

Details of the issue and how to reproduce.