Submit a Security System Support Ticket | PGC

How to submit a security system support ticket

A clear support request helps us understand the issue and determine the next step. Start with New Ticket in this Help Center.

Include these details

  1. Property and contact: your company or property name, city, contact name, and callback number.
  2. System: camera, recorder, cloud video, access control, alarm, or analytics platform. Include the brand and model if known.
  3. Impact: which cameras, doors, sites, or users are affected, and whether the issue is continuous or intermittent.
  4. Timing: when it started, your time zone, and any recent internet, power, equipment, or account changes.
  5. Observed behavior: the exact error, indicator light, or symptom. State whether live view, recordings, alerts, or entry access still work.
  6. Checks already completed: describe what you checked and the result.

Use a specific subject

Example: “Loading dock camera offline — Dallas property — started this morning.” This is more useful than “System broken.”

Attachments and sensitive information

Attach a screenshot of the error if it helps. Crop or redact passwords, codes, personal details, private video, and unrelated account information. If incident footage is needed, ask PGC to confirm an appropriate transfer method first.

After submitting

Keep the ticket reference and add updates to the same request where possible. PGC may ask for more details, coordinate with your authorized system administrator, or determine whether an on-site visit is needed. Response times, remote access, visits, and charges depend on your service agreement and the work required.

Submit a support ticket

Planning an installation, upgrade, or service visit in Dallas–Fort Worth? Explore the related service or tell us about your property.