For assistance between the hours of 06:00 to 17:00 PST, Monday through Friday (excluding holidays), call our Help Desk at (949) 737-7800. Please note that Pacific Standard Time offsets from GMT -8 hours; Pacific Daylight Time, observed from the second Sunday in March to the first Sunday in November, offsets from GMT -7 hours. After-hours support is available through our Code Red service.
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.