Thank you for choosing a
SIGNET Advantage Service Plan
Combined with your SIGNET Advantage service plan, SIGNET Client Services is devoted to providing you ultimate piece of mind, support when you need it most and a frictionless client experience.
How to Obtain SIGNET Support
Event condition should be reported via telephone or email via the following support paths:
Monday – Friday
8 AM – 5 PM
Phone: 800-444-9614 option 1
Email: service@signetgroup.net
After hours, weekends or holidays:
Phone: 800-444-9614 option 7 to reach our on-call technician.
Your Contacts:
Judy Carr
Service Manager
Judy.Carr@signetgroup.net
781.871.5888 (ext. 1306)
Rich Ahern
Director of Service Operations
Rich.Ahern@signetgoup.net
781.871.5888 (ext. 1118)
24/7/365 Response
Your critical after-hours requests are answered by a live operator who delivers the needed level of response to protect your people and property around the clock.
Once an event occurs, a case will be opened in our incident tracking system. If, at any time in the lifecycle of your case, you feel as though escalation isn’t proactively occurring or you feel as though the right urgency is not being placed on your case, leverage our support team.
About SIGNET
Founded in 1974, SIGNET is a Massachusetts-based, ISO 9001 and ISO 27001-certified solutions provider that helps enterprise clients manage their critical technology environments successfully. For over four decades, clients have partnered with SIGNET to address the full spectrum of their systems and infrastructures – from design and engineering to installation and ongoing management.
Our highly trained staff can service all types of systems, regardless of size, complexity or system manufacturer, including:
- Security Systems
- Healthcare Communication Systems (e.g., RTLS based systems)
- Point-to-Point microwave and wireless systems
- Critical Communications
- Audio Visual systems
Priority Response Times
SIGNET’s ‘Priority Response Times’ ensures that SIGNET provides clients and partners with the means to give an issue the necessary attention. When requesting a service ticket, it is important that the appropriate priority is assigned to reflect the current service impact. Based on the assessment of urgency and impact, the chart below:
Priority 1:
Total system outage, resulting in significant interruption to business and no work around is available.
Priority 2:
System performance or business operations are severely degraded. System is still operational but with noticeable impairment. Business operations can continue and impact to security/personnel is with limited risk.
Priority 3:
Minimal overall impact to business, system operation or very low security risk. Includes critical end point failures.
Priority 4:
General support calls, trouble tickets, non-critical end point failure, or moves and changes requests.
Service Request Process
Standard Business Hours
Servicegrp@signetgroup.net
or 800.444.9614 option 1
Ticket phoned in/emailed/portal/app by client
Work order created or assigned
Alerts are sent to our service support team to respond
Ticket is reviewed by support team member and assigned to technician
Technician is scheduled, client updated and Support team works to resolve issue
Tier 2 technicion
and follow up
is sent to client
Non-Standard Business Hours
Weekends and Holidays
800.444.9614 option 7
Ticket phoned in by client
On-call service responds
Alerts are sent to our on-call technician for response
Technician responds to address issue and client is updated
Technician is scheduled, client updated and Support team works to resolve issue
Sr.Mgmt
Tier 2 technicion
and follow up
is sent to client
