Guides and how-to videos
Start with our printed quick guides and online videos for everyday tasks, including viewing cameras, using the app and understanding alerts.
Included self-help support
Support that carries on
Help before, during and after your purchase
Choose the level of help you need: simple guides, an email support ticket, a one-to-one video call, or an engineer for installation and repair work.
01Ways we can help
Clear support options
You can start with the included guidance and only pay for extra help when you want it.
Email support tickets
Customers with an active paid SCS AI Surveillance Platform account can raise a ticket. We reply by email during working hours.
Included while your paid account is active
30-minute video support call
Book a one-to-one video call for setup, configuration or help using your system. We will guide you through the controls on screen.
£49 per 30-minute call
Installation, repairs and training
We install new systems, repair and recommission existing CCTV, and provide practical customer training across our London service area.
Quoted for the work required
Installed-system handover
New SCS installations include a practical handover so the customer can use the agreed system confidently. Active Ai Surveillance customers receive standard account, platform-status, connection-triage and basic configuration support during working hours. Extra training, reconfiguration and site visits are chargeable. Solo is not currently available to purchase.
On-site survey
If an engineer needs to visit before installation or repair work, the initial survey is £149. When you approve and proceed with scheduled works, the full £149 is credited against them.
02Contact support
Raise a support ticket
Tell us what you need in ordinary language. We will reply by email during working hours.
What's included
- Remote setup guidance and camera-health support
- Subscription, billing and account queries
- On-site training and handover (bookable)
- Response by email during working hours
Secure Start setup call
A guided first-day setup: camera pairing, app walkthrough, archive and access checks, and your first alert rules. Book it as a one-off £49, 30-minute call.
Support is by email during working hours. It is not 24/7 and is not an emergency response service. For training and on-site support, see Services.
Raise a support ticket
Important service limits
SCS provides an AI platform and technical support. We do not provide live human monitoring, constant surveillance, emergency response, police or guard dispatch, or a service that reviews footage for customers. SCS support can use technical device and connection information only — never images, thumbnails, live view, recordings or exported clips. Standard support is Monday–Friday, 9am–5pm excluding UK bank holidays; requests are normally acknowledged within one working day. If there is an immediate danger, contact the emergency services.