For general support inquiries, authorized MASterMind users may take advantage of our convenient email support. Simply provide a detailed description of your problem in an email message and send it to us at [email protected]. You will receive an automatic reply with an inquiry number for future reference.
We also offer our MAS Support Portal, a web interface allowing you to submit, view, and update tickets for your issues. Please visit the MAS Support Portal at https://support.masmonitoring.app.
Code Red Support
Code Red Support is available in an emergency situation in which immediate assistance is required.
For Code Red Support, the supervisory and management personnel at monitoring facilities, designated as points of contact for MAS support staff, require detailed information regarding requests for emergency assistance. It is strongly recommended that these personnel understand the following policies and procedures.
Code Red – Monitoring
Code Red for Monitoring support is available in an emergency situation in which a monitoring station is unable to process existing or new alarm signals. Problems with redundancy on hot redundant computer systems are also considered a Code Red situation.
A user who is unable to resolve a Code Red emergency after working through the appropriate steps in their Code Red Manual or System Administration Manual should call for assistance at (949) 737-7800. If for any reason this number is unreachable, (949) 231-5475 serves as a secondary line.
Code Red – Business
Code Red for Business support is available in an emergency situation in which a business office is unable to complete critical operations for multiple customers.
The problem occurs on multiple workstations and cannot be resolved by reverting to a prior build of the application—for example, a process that is critical to producing invoices or statements for multiple customers is unable to be run. A problem with redundancy on replicated servers or a problem with the interface between the MASterMind™ suite, which is preventing data changes for multiple customers from flowing to event history, also constitutes a Code Red situation.
A user who is unable to resolve a Code Red for Business emergency should call for assistance at (949) 737-7800. If for any reason this number is unreachable, (949) 231-5475 serves as a secondary line.