Welcome to Pro-Vigil - New Customer Onboarding Guide
Hello there,
We are thrilled to welcome you to Pro-Vigil and are delighted that you have chosen us for your security needs.
We have prepared a guide to help you get the most out of our services. This guide will walk you through all the necessary information and steps to start using our services successfully. By following this guide, you can ensure a great experience with us.
Thank you for choosing Pro-Vigil. We look forward to serving you!
New customer Checklist:
Have you set up/reviewed these items?
- Monitoring Hours
- Monitoring Contacts (Name, email, phone number)
- Site Monitoring Protocols in place
- Review site map, camera views and masking
- Create security PIN
- Sign up for the customer portal
- Log in Customer Portal
- Download the Pro-Vigil Mobile App
Helpful Links:
Terms and Conditions (Fixed): Fixed Standard Surveillance Agreement - Pro-Vigil Video Surveillance
Terms and Conditions (Mobile): Mobile Standard Surveillance Agreement - Pro-Vigil Video Surveillance
Guarantee Property Protection Program: Guaranteed Property Protection (GPP) Program Guidelines
These links contain information on:
- Price and Payment Terms
- Late charges, price changes, reconnection charges
- Credits for service interruption (terms and notice)
- Client Duties
- Term and Termination
- Notice Period
- Agreement Expiration
- Auto-Renewal Period
- Monitoring Service details
How to contact the support team:
For AR/Billing questions, please email: ar@pro-vigil.com
For all other support questions, email: customer.support@pro-vigil.com
Best Practices for contacting support:
- Compose a detailed email, providing clear, detailed description of the issue you are encountering
- Use a descriptive subject line - this will enable us to categorize and triage the ticket.
- Ex: “Primary contact change”, “Monitoring protocol change”, “Footage Request date: XX/XX/XX Time: XX:XX - XX:XX”, “Masking adjustment for camera 12”
- Include essential information, such as:
- Site Name
- Camera #
- One ticket per issue - creating separate tickets will allow us to track issues individually and ensure the correct teams are engaged
- If relevant, attach relevant files and screenshots, error messages and screen recordings. Visual aids can significantly assist support agents in understanding the problem, leading to faster resolutions.
- Be concise and respectful, we are working hard to resolve your issue as soon as possible.
Customer Portal: Pro-Vigil Support Page
View your Tickets: Pro-Vigil Tickets
Sign in/Sign up to view your tickets on Pro-Vigil Tickets:
How to sign up to view your tickets:
Navigate to https://support.pro-vigil.com/hc/en-us/requests to sign up:
View your Tickets:
- Navigate to “View my Tickets” on top right
- Select “My Requests” or “Requests I’m cc’s on”
- Use the status drop down menu to select the ticket current status
You can also search by keywords under “Search Request”.
Quick Video Overview:
Set Up a New Security Pin:
- Call 1-866-616-1318 and speak to a Customer Support Representative
Download the mobile app: