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.
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