We're Here
Around the Clock
Critical infrastructure doesn't sleep — and neither does our support team. 24/7 access to PRAELIX engineers for active system issues, plus documentation, training, and resources for everything else.
Critical System Issues
Active system down, threat response failure, or hardware fault at a live site. On-call engineers respond within 15 minutes.
1-800-555-0199General & Integration Help
Configuration questions, integration support, software issues, and non-urgent troubleshooting. Responded to within 2 business hours.
[email protected]New Sites & Expansions
Site assessments, new deployments, contract renewals, and account management. Your dedicated account manager is your first call.
[email protected]Response SLAs
Priority Levels & Response Times
| Priority | Description | Examples | Response Time | Coverage |
|---|---|---|---|---|
| P1 — Critical | System down or active threat response failure | ORCHESTRATOR offline, BEAM not activating, sensor blackout | 15 minutes | 24/7/365 |
| P2 — High | Degraded performance or partial system failure | Single sensor offline, delayed alerts, integration errors | 2 hours | 24/7 |
| P3 — Medium | Non-critical issues with workaround available | UI bugs, report errors, configuration questions | 8 business hours | Business hours |
| P4 — Low | General questions, feature requests, documentation | How-to questions, training requests, enhancement ideas | 2 business days | Business hours |
Documentation
Resources & Downloads
ORCHESTRATOR Admin Guide
Full configuration, user management, and integration reference for ORCHESTRATOR platform administrators.
BEAM Field Installation Manual
Step-by-step hardware installation, alignment, and commissioning guide for BEAM Gyro units.
API Integration Reference
REST API documentation for connecting third-party platforms to ORCHESTRATOR.
NERC CIP-014 Compliance Guide
How PRAELIX systems map to NERC CIP-014 physical security requirements for utilities.
Operator Quick Reference
One-page reference card for ORCHESTRATOR SOC operators — alarm response, escalation, and override procedures.
Incident Response Playbook
Recommended response procedures for common threat scenarios detected by the PRAELIX platform.
Watch & Learn
on YouTube
Our YouTube channel has step-by-step tutorials, product walkthroughs, deployment guides, and recorded webinars — all free. From first-time ORCHESTRATOR setup to advanced BEAM configuration, it's all there.
- ORCHESTRATOR setup and first-time configuration
- BEAM hardware installation and alignment
- Integrating with Genetec, Milestone, and Axis
- Operator certification course walkthroughs
- Recorded customer webinars and Q&As
FAQ
Frequently Asked Questions
What is the typical response time for a critical support issue?
For Priority 1 (system down / active threat response failure), our on-call engineering team responds within 15 minutes, 24/7/365. Priority 2 issues receive a response within 2 hours during business hours and 4 hours after hours.
How do I report a false positive activation?
Log into the ORCHESTRATOR dashboard and navigate to Incident Log → Flag for Review. For urgent cases, call our 24/7 support line directly. Our team will review the activation data and adjust detection thresholds if needed.
Can ORCHESTRATOR be integrated with our existing PSIM or VMS?
Yes. ORCHESTRATOR supports native integrations with Genetec, Milestone, Pelco, and Axis platforms, plus a documented REST API for custom integrations. Contact your deployment partner or our integrations team for specifics.
What training is required for security operations staff?
We recommend the ORCHESTRATOR Operator Certification (4-hour online course) for all SOC staff who will monitor the system, and the BEAM Field Technician course for anyone responsible for hardware maintenance. Both are available through the PRAELIX Training Portal.
How are software updates deployed to ORCHESTRATOR?
Updates are delivered over-the-air and staged automatically during your configured maintenance window (default: 2–4 AM local time). Critical security patches can be pushed immediately with operator approval. All updates are reversible.
What is the warranty period for BEAM hardware?
BEAM Gyro units carry a 3-year hardware warranty covering manufacturing defects. Extended warranty and preventive maintenance contracts are available through your deployment partner. IP67-rated components are covered against environmental ingress.
How do I request a site assessment for a new facility?
Submit a Site Assessment Request through the form on this page or contact your account manager. Our team will schedule a walkthrough within 10 business days. Assessments are complimentary for qualified facilities.
Is PRAELIX compliant with NERC CIP-014 physical security requirements?
Yes. PRAELIX systems are designed to support NERC CIP-014 compliance for transmission substations and control centers. We can provide documentation and compliance mapping reports for your regulatory submissions.
Platform
Product Documentation
Can't Find What You Need?
Our support team is standing by. For critical issues, call the 24/7 line. For everything else, reach out and we'll get back to you fast.