Micro Key Support Information

Micro Key Software Support Site / Emergency Daytime Support / Submit a Ticket


Micro Key Solutions provides software support through our online support portal at https://support.microkey.com/
This site is available 24 hours a day and is used for NON Emergency support questions and answers.  In order to utilize our support services a customer must be under a current support and maintenance agreement. 

In order to manage your Support account, we need a list of users who will access the support site.  We need the following information for each user: 

First Name, Last Name, Email address, and Phone Number

Someone at Micro Key will add these users to our support database and then each user in the list will receive an invitation email from the support site. 
See the document attached below.

When the user clicks on the email, they will be taken to the support site and asked to enter a PASSWORD for a site login.  Please provide at least one phone number where they can be reached.

When this process is complete, users may then create support request tickets into our tracking system and a support representative will be assigned to work with you to resolve your issues.  

We provide Emergency Support during business hours through our office phone system.  This overrides our queue of requests and should be only used if you are experiencing one of the following:
  1. Central Station Monitoring Down / Daytime Emergencies / and Niteline After hours Emergencies.
    1. Your Monitoring Center is unable to reasonably process signals by any means or is unable to provide adequate emergency response to your subscribers, i.e Unable to receive signals from Alarm receiving devices.
    2. All users unable to access /log in to the system database.
  2. Accounting Down / Daytime Emergencies
    1. Your users are unable to access / log in to the system database.
    2. You are unable to process your recurring revenue billing or process your payment cycles.
You can utilize this service by calling our office at (407) 870 - 0040 Listen for the option 'Emergency Business Hours Technical Support'  

  1. Press 1 for 'Emergency Business Hours Technical Support' 
    1. Then Press 1 for 'Central Station Down'
  2. OR 
    1. Press 2 for 'Accounting Down' 

We also provide After Hours Emergency Support (NiteLine) for our Central Station Monitoring Centers. 

This is an additional support service subscription that allows your company to contact an on-call Technician for After Hours Emergency Support defined as the inability to process alarm signals in your operation.  Please see the attached NiteLine document for more details.  

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