Customer Care Subscriptions
Three tiers of support to meet your unique needs
WIN-911 offers a range of Customer Care Subscriptions (CCS) to help you succeed. From basic email, phone, and remote support to complete mission-critical care for fast problem resolution—we’ve got you covered. Your first year of Basic CCS is included with your product license purchase.
Choose this support tier if you have very limited needs for live technical support and can tolerate slower support ticket response times. More →
Choose this support tier if you want priority queuing for support tickets, use WIN-911 Mobile, or frequently need help with software configuration. More →
Choose this support tier if you need the fastest issue resolution, require 24/7/365 availability, and routinely need help with installation and upgrades. More →
Why choose a Customer Care Subscription?
As a CCS client, you get multiple proactive software updates each year, plus free platform upgrades. Never get left behind again.
Guaranteed SLA Response Time
Your CCS tier includes a Service Level Agreement that guarantees a response within a specified timeframe during its hours of operation.
Basic: 3 hours SLA (ticket opened by 2:00 pm CST/CET Mon-Fri)
Premium: 1.5 hours SLA (ticket opened by 5:30 pm CST/CET Mon-Fri)
MCS: 30 minutes SLA
Live Technical Support
As part of your CCS tier, you will have access to live expert support technicians via phone/video, email, or remote chat/Teamviewer.
The greatest value we have realized from MCS is knowing that we have access to the outstanding WIN-911 Technical Support team after regular business hours. With a two hour time difference and a 24-hour operation, MCS provides peace of mind to our stakeholders and technicians.”
Sentinel Peak Resources
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How can I pay my invoice with my Credit Card?
To pay an invoice with your Credit Card, click HERE and fill out all required fields. You will receive email confirmation upon completion. Please save the confirmation for your records.
Where can I send my Purchase Orders to?
You can send your PO to [email protected]
What is SmartSights’ mailing address? SmartSights, PO Box 19229, Austin, TX 78760 Where can I request WIN-911’s W9?
You can request our W9 by emailing [email protected]
What is WIN-911’s key differentiator?
Our tight integration with many major SCADA packages allows for subscription-based configuration. This allows WIN-911 to direct new alarms to the right notification policy without the need to reconfigure WIN-911, even as new tags and alarms are added to the SCADA. The proprietary interfaces developed with our SCADA partners also allow for remote acknowledgement and ack comments to flow seamlessly into the HMI and Historian products used by local operators. When does my Customer Care Subscription (CCS) clock start to run?
Once you fill out the Software Registration Form, your One Year of CCS Support begins. Once the form is filled out, WIN-911 will send you your custom License Activation Key.
Where can I download a demo version of WIN-911?
To download a demo of WIN-911 click HERE. Please fill out the form and click “SUBMIT”. After submitting you will be redirected to a new webpage with a .zip file to complete your download.
How can I upgrade my older WIN-911 software to the new last release? If your software has an active Customer Care Subscription (CCS) then you can upgrade to our latest system free of charge (restrictions apply). If you have an expired CCS, please contact our sales team to discuss your options to upgrade. How do I know if my current system meets the requirements to run the latest version of WIN-911?
You can view the WIN-911 System Requirements HERE!
What’s included with Standard-Interactive-Advanced?
WIN-911 offers three levels of product features, building from a core set that offers the basics, from scheduling and callout lists to acknowledging alarms and getting detailed reports. Compare Product Features Here.
How much does WIN-911 cost?
WIN-911 is affordable and provides a quick Return on Investment (ROI). It installs quickly (and remotely, if required) depending on configuration options, which means it can be accommodated within most operating budgets without tapping the capital budget. Build an Instant Quote Here.
What license level is WIN-911 Mobile available with?
WIN-911 Mobile is available with our Interactive and Advanced level licenses.
How many WIN-911 Mobile app logins do I receive with Interactive or Advanced level licenses?
If you purchase an Interactive license, you receive 10 mobile app logins. If you purchase an Advanced license, you receive 25 mobile app logins.
Can I purchase additional WIN-911 Mobile app logins if I need more than the standard amount offered with Interactive or Advanced licenses?
Yes, you can purchase additional WIN-911 Mobile app logins in sets of 10 as needed. To purchase additional WIN-911 Mobile app logins please contact our sales team at (512) 326-1011.
Is WIN-911 Mobile available with the 30-Day Demo?
Yes, the WIN-911 Mobile App is available with the 30-Day Demo. To receive a temporary mobile gateway please fill out this form and check the “Send me a Mobile Gateway account” box, then click SUBMIT. A WIN-911 sales representative will reach out to you with your temporary WIN-911 Mobile Credentials.
Where can I learn more about the WIN-911 Mobile app?
To learn more about the features offered within the WIN-911 Mobile App click HERE or contact a member of our sales team at (512) 326-1011.
How do I find my WIN-911 Serial # or CD Tracking #
How do I maintain schedules and on-call operator roles across my organization?
While an administrator can configure schedule (including shared schedules) and roles on each Contact through Workspace, they can also deploy Operator Workspace anywhere on the network to allow operators to edit such details themselves. Our latest release of WIN-911 Mobile extends this functionality to the mobile apps, allowing remote operators to change shift schedule, callout order, or on-call role easily from anywhere. Administrators retain full control over who has such access.
What’s the benefit of pushing reports (a feature of WIN-911 Advanced)?
While it’s nice to know that a tank level is high, it’s more helpful to also know the tank inflow and outflow rates, tank filter condition, and maintenance status. Information context empowers operators, allowing them to anticipate their solutions.
What’s the benefit of configuring Roles?
With WIN-911 Advanced, notification workflows can define escalation logic based on roles – e.g., notify the on-site technicians, then the on-call technician, then the supervisor, then the plant manager. Such policies easily adapt to changes in the organization without any need to reconfigure these workflows – simply update the Directory to indicate Bob’s promotion.
How does the WIN-911 Mobile alarm summary differ from an HMI alarm summary?
While the HMI displays all alarms in the SCADA (or a select area), the WIN_911 Mobile alarm summary is personalized to each operator, displaying only the events that have escalated up to them and keeping them focused. Moreover, operators can examine the history of an alarm and chat with one another in the context of a particular alarm lifetime.
How can I notify operators without exposing my SCADA system to the internet?
WIN-911 is a distributed solution spanning up to 3 network layers (4 with the Mobile Hub). This means that the Dispatcher, the main escalation engine, can always be deployed on a machine physically separated from SCADA.
How can I upgrade my older WIN-911 software to the latest WIN-911 release?
If your software has an active Customer Care Subscription (CCS) then you can upgrade to our latest system free of charge (restrictions apply). If you have an expired CCS, please contact our sales team to discuss your options to upgrade.
How do I know if my current system meets the requirements to run the latest version of WIN-911?
You can view the WIN-911 System Requirements HERE!
If I am using Voice and Announcer notifications and want to use WIN-911 Premium Voice, do I need to buy Premium Voice for both types of notifications?
No, you only need to purchase Premium Voice (PV) once and installing PV will show the extra voice selections in both announcer & voice within WIN-911.
Are TAPI modems supported in WIN911 2021?
TAPI modems are no longer supported in WIN911 2021. We can use VOIP or Grandstream.
Do I need 2 Grandstream devices for a Hot Backup configuration?
Yes, we recommend using 1 Grandstream for each WIN-911 installation.
How do I request an MXAccess License for use with my AVEVA System Platform SCADA?
You will need to Start a Support Ticket and note the System Platform version you are using. Once completed our Support Team will send you the correct license version.