Support Policy

Sterling Security Store is committed to providing the highest level of support.

Get help from a tech professional

Sterling Security Store's Technical support is staffed with experienced, trained personnel's to provide the Do it yourselfers and dealers with the expertise you need when you need it. We offer Email and Forum technical support service for our customers.

Programming and enrolling products into your system is not included in Tech Support. However, if you would like to buy one-on-one programming support from us. We would be more than happy to help you on your programming needs. You'll work individually on programming your security system with a security specialist.

Sterling Security Store's technical staff will help you troubleshoot the products that you buy from us. In that regard, we offer phone, e-mail, and web site forum tech support. At Home Security Store, we want you to be satisfied. This means we will help you identify, diagnose, and resolve your technical problems.

Please keep in mind, although we will do everything we can to meet your technical needs, a few products do fall under our limited technical support policy. To see if a particular product falls under this category look to the product page as a guide. There you will see your support policy listed under the warranty and return policies.

In addition, when remotely diagnosing and solving difficult technical problems there is always some chance for error based on us not physically being there. Therefore, our advice is based on your own description of the problem and is provided in good faith and to the best of our ability.


Limited Support

We are not able to offer support on routers, modems, switches or any other network/internet related devices or services. Due to the diverse mix of networks, our support for internet or network related features in this product are limited. The following must be completed before calling in for assistance with network/internet related features:

* Your network/internet must be configured and working.

* IP address and port number for the product must be pre configured already on the network.

Please also have the following information available: Default gateway IP address, Subnet mask IP address, Port numbers, and all other network information.

Manufacturer Product Support

Product support is offered by the Manufacturer, please contact the manufacturer or visit their website for more information.

Limited Support for Commercial Fire Alarm Systems

In most cases, the installation or expansion of a commercial fire alarm system is determined by code requirements. There is federal, state, and local codes that come into play, specifying who must install fire alarm equipment, what type of equipment must be installed, where and how it must be installed. Failing to comply fully with any of these codes can result in denial of occupancy permits, fines, legal and financial liability.

Sorry we do not offer technical support for these products because of local codes that come into play specifying who must install fire alarm equipment and where and how it must be installed. To read more, visit the National Fire Alarm and Signaling Code website.

This document was last revised: Mar 15, 2018