Submit Dedicated Customer Service Case

You can report the issues found when using Hik-Partner Pro to the support team by submitting cases. The support team will respond to your case and provide support according to your case severity and language.

Note:

  • The function is only available for certain users in certain countries and regions. For details about whether your country or region supports the function, refer to the after-sales or local distributor.

  • If you have more function-related requirements or improvement suggestions, please tell us via Feedback on the Me page.

  1. On the Case page, tap New Case > Dedicated Customer Service.
  2. Enter a title for your case.
  3. Select the language.
    Note:

    The language options vary according to the country/region of your account.

  4. Select the case severity.
    Critical Business Down

    Main functions which are critical to your business, such as logging in to the platform, creating sites, adding devices, receiving alarms, and handing over sites, are unavailable.

    Business Impaired

    Main functions work properly, but there are other function-related issues such as batch LAN configuration not working, probabilistic failure of remote configuration, and connection failure of some devices.

    Functional Defects

    There are some functional defects which do not affect your business or only affect your business slightly, such as wrong words on the page and high response latency.

    Note:

    To get our rapid response when you have an urgent issue, select the case severity objectively.

  5. Fill in the fields as required.
    Issue Description

    Describe your issue according to the suggestions in the blank.

    Note:

    You're recommended to refer to the items listed on the page to describe the issue in detail. If the issue is difficult to describe with words, you can put links to related videos in the issue description and attach pictures below.

    Screenshot / Error Information

    Tap to upload screenshots or error information.

    Note:

    • You can upload attachments in PNG, JPG, BMP, JPEG, PDF, DOC, XLSX, and TXT formats.

    • No more than 5 PNG/JPG/BMP/JPEG files and 3 PDF/DOC/XLSX/TXT files are allowed.

    • The maximum size of each attachment is 5 MB.

    Link for Accessing Files on Network Disk

    For files larger than 5 MB, please upload them to a network disk.

    Authorization Code

    Set whether to provide the authorization code which is exclusive to the technical support staff for troubleshooting only. This field is not available for the following issue types: Code Scanning and Reward Point Market, Solution and Project, and Others.

    Other Contacts

    Enter the email address of other contact.

    Note:

    No more than 5 contacts can be added.

  6. Tap Confirm to submit the case.
    Note:

    The case you submitted will be displayed in the My Case Records section. For more operations such as relying to the case and closing the case, refer to View and Handle Case Records.