System rescue for security systems that fell short
Let down by your installer, or stuck with a system that just isn’t cutting it? We rescue cameras, access control, intercoms, alarms and networks installed by other companies, work with your manufacturer to make things right, and look for ways to cut the cost of getting you running the way the system was designed to.
Updated
Systems we fix and take over
Whoever installed it, if it’s broken or abandoned, we can help.
Security cameras
Cameras offline, gaps in recording, blurry night video, or footage nobody can find.
Access control
Dead readers, doors that won’t lock or unlock, and no admin access to add or remove fobs.
Video intercoms
Calls that don’t ring through, door releases that fail, and outdated directories.
Intrusion alarms
False alarms, trouble codes, dead panels and batteries that never got replaced.
Parcel lockers
Frozen screens, doors that stick, and lockers that stopped notifying residents.
Networks
Dropouts, failed switches, weak Wi-Fi and comms rooms nobody can make sense of.
We work with your manufacturer to make it right
Your system should work the way the manufacturer designed it to.
Diagnose with the manufacturer
We work with your system’s brand to pin down what’s wrong, from bad programming and outdated firmware to hardware that was never installed to spec.
Use support you’re entitled to
Where warranty, licensing or manufacturer support is available, we help you use it, so you’re not paying for fixes that should be covered.
Keep what works
We reuse good cameras, readers, cabling and controllers wherever we can, and only replace what’s failed or no longer supported.
Install it the right way
Everything is corrected to the manufacturer’s installation standards, then tested, documented and handed back with full admin access.
Before you hire anyone, read Is your installer covered? It covers the insurance, clearances and certifications every installer should have.
How system rescue works
From one-off repairs to taking over everything for the long haul.
Troubleshooting and repairs
We find what’s actually wrong and fix it, instead of guessing or replacing parts that still work.
System takeovers
We take over systems from installers who disappeared, and document everything so you’re never stuck again.
Upgrades for old equipment
When parts or software are no longer supported, we upgrade only what needs it and keep what still works.
Maintenance plans
Scheduled checks on every system, so problems get caught before a door, camera or alarm fails.
Repair or replace? What we keep
After the site walk you get a written list of what stays, what we repair and what has to be replaced. We keep everything that still works and is still supported.
Cabling
Usually kept. We test it and only re-run cable that is damaged or the wrong type for the new devices.
Cameras
Kept when they still give a clear picture and work with supported recording software. Old analog cameras are usually upgraded to IP.
Recorders and software
Replaced when the manufacturer no longer supports them or they can’t be kept secure. Often the first upgrade.
Readers, locks and fobs
Readers and locks are usually kept, and worn hardware is fixed. Fobs that are easy to copy, or discontinued like Kantech’s ioProx wireless line, need a plan.
Controllers and alarm panels
Kept when they’re still supported and we can regain admin access. Replaced when parts or software are no longer available.
Intercoms
Older audio-only and phone-line entry panels are usually replaced with video intercom. Newer units are kept.
Switching providers? See how switching security companies works.
Signs it’s time to switch providers
If any of these sound familiar, give us a call.
- Calls and emails to your provider go unanswered
- Nobody has the passwords or admin access to your system
- Cameras have been offline and nobody noticed
- The same false alarms keep happening
- Software or equipment is no longer supported
- There’s no documentation of what was installed
How a service call works
Straight answers and a clear quote before any work starts.
- 1Tell us what’s wrong
Call or send a request with what’s happening and which systems are affected.
- 2Site visit and diagnosis
A technician checks the system on site and finds the root cause.
- 3Clear quote
You get a plain explanation of the problem and a written quote before any work starts.
- 4Fix and document
We make the repairs, test everything, and leave you with documentation and admin access.
- 5Ongoing support
Add a maintenance plan so the same problems don’t come back.
Brands we service
Every brand we install, we also service. Plus many others, so if yours isn’t here, ask us.
What affects the cost of a system takeover
Every building is different, but these are the factors that move the price. After a site walk, you get a clear written quote.
Size of the system
More cameras, doors and panels take longer to audit and document.
Admin access
Systems with lost passwords or locked controllers take extra time to recover.
Condition of the equipment
Failed devices, cabling faults and outdated firmware need repair or replacement.
Missing documentation
Mapping undocumented devices and wiring is part of every takeover.
Upgrades
Equipment that’s no longer supported may need to be replaced.
Questions to ask before you switch providers
The answers tell you whether you’ll be supported after the install.
- Who owns our system?
Your building should own its equipment, licences and data, not your installer.
- Do we have admin access?
If you don’t, ask how a new provider will recover it. We regain admin access to systems you own as part of every takeover.
- Is there documentation?
Most abandoned systems have none. We document every device, login and setting during the takeover.
- What’s still supported?
Some equipment may be past end of life. We tell you what can stay and what should be replaced.
- Who will support it from here?
You need a team that answers. We fully support every system we take over.
Read: Is your installer covered? The insurance, clearances and certifications every installer should have.
Add monitoring to cameras you already have
If another company installed your cameras, we can usually add remote video monitoring to them. We check the cameras, recorder and network first, fix what’s broken, and set up detection so the monitoring team only sees alerts that matter. How remote video monitoring works.
- Camera health check before monitoring starts
- Detection zones tuned to cut false alerts
- Admin access and documentation handed over
- Supported by us from then on
“I can’t recommend Luke from the Hightower team enough! … Luke showed up, took one thorough look, and solved the issue in just 15 minutes. Turns out it was a small part that needed replacing, and he spotted it right away. He’s incredibly knowledgeable, efficient, and honest.”
Service and repair questions
Do you work on systems you didn’t install?
Yes. Most of our service work is on systems installed by other companies. We work on cameras, access control, intercoms, alarms, parcel lockers and networks.
What if we don’t have passwords or documentation?
We help you regain admin access to the systems you own, then document everything so you’re never locked out again.
Will we have to replace the whole system?
Usually not. We repair what can be repaired and only recommend replacing equipment that has failed or is no longer supported.
How quickly can you come out?
Call us and we’ll book the earliest visit we can. Urgent problems, like doors that won’t lock or cameras that are down, get attention first.
Can you take over our maintenance from another company?
Yes. We can take over ongoing service and maintenance, starting with a full check of the system so we know exactly what we’re working with.
Which brands do you service?
We work on Avigilon, Kantech, ButterflyMX, 1VALET, CDVI, Milestone, Bosch, HID, Uniview, Axis, Dormakaba, Genetec, DSC, ICT, Inner Range, Luxer One, Snaile, MTech, Ubiquiti UniFi, Hanwha Vision, Resideo, Qolsys, Mircom and many others. If your brand isn’t listed, ask us.
Can you add video monitoring to cameras another company installed?
In most cases, yes. We check the cameras, recorder and network, fix anything that isn’t working, and then set up remote video monitoring on the system. If a camera can’t support it, we’ll tell you and quote a replacement.
More answers: System rescue questionsGlossary: system takeovercontroller
Service and repair areas
Offices in Edmonton, Calgary and Red Deer in Alberta, and Kelowna in BC, serving customers across Canada and the USA.
See all service areas. Alberta and BC are our main markets, and we support customers right across Canada and in the USA, with a parachute team ready to go anywhere. Ask us about it.
Book a service call
Tell us what’s not working and we’ll get a technician out to take a look. We’ll follow up to book a site walk.
Call and a real person answers, 24/7 for emergencies.