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Technical Support

We regard our customers as part of the Lenel family, and this attitude extends to our Technical Support Center. We want to ensure that your OnGuard system is working to your satisfaction, and that any questions you may have are addressed satisfactorily and in a timely manner. Our Support Center is equipped with the latest in call routing and management technology, to ensure that your call will be directed and processed as promptly and professionally as possible. Our Technical Support Specialists are vastly experienced in handling all types of customer support situations. Our staff not only has expertise with Lenel hardware and software, but also has in-depth knowledge of all components of the total security solution, including networks, databases, operating systems, peripheral equipment, and third party devices and applications.

The Technical Support Group (TSG) in Rochester, NY, USA is available to certified reseller technicians from 7:00 A.M. to 7:00 P.M. Eastern Standard Time (EST). Customer accounts requiring service must have a valid support contract in place and be running software that is no more than 3 years old. Support is available without a contract for a fee of $160.00 per hour. Emergency support coverage is available for purchase, if desired. Please email supportquotes@lenel.com for additional information.

After-Hours Emergency Service

The Lenel Technical Support group offers both its Authorized Reseller partners and End User partners the opportunity to purchase emergency telephone support for after hours assistance. This offering consists of a Lenel technician available via pager to assist you during an emergency 24 hours a day, 365 days a year.

Annual Software Upgrade and Technical Support Service

Maintaining the current release of OnGuard software is vital to the development and maintenance of your customer's OnGuard Total Security Knowledge Management System. The purchase of the OnGuard Annual Software Upgrade and Technical Support Service by the Authorized Reseller for a specific End User site is available after the expiration of your manufacturers warranty and makes available to you every commercially released version of OnGuard software as well as our standard telephone technical support services which consist of Monday - Friday 7:00 AM - 7:00 PM EST

Lenel Observed Holidays for 2007 (closed on):