Logo TIL Technologies
Logo TIL Technologies

Support and Customer Service

Our technical support and after-sales equipment teams are at your service

04 42 37 17 07

support@til-technologies.fr

Quick access to the various TIL support sites:

SOFTWARE LICENCE ACTIVATION

            Go to the site 

  • To commission TIL software, load your server identification files and generate your licence files.

SOFTWARE & HARDWARE TECHNICAL SUPPORT

            Go to the site

  • Open and track your support tickets.
  • Download the latest software, patches and firmware.

PARTNER SUPPORT

            Go to the site

  • Find all the important pre-sales information.
  • Download versioning and sales support tools and documents.

Procedures for returning equipment

In the event of a fault found on equipment supplied by TIL TECHNOLOGIES, before any return, a call to our customer service is necessary for a diagnosis (04 42 37 17 07).

Here's the complete procedure: 

  • 1. After agreement, the customer service will give you an RMA return number to write on the parcel and on the form to download by clicking here. 
  • 2. Please return your parcel with a copy of the form, clearly marking the RMA number on the parcel. 
  • 3. No parcel will be processed without this RMA number. For further correspondence, please also have your RMA number ready. 
  • 4. On receipt of the parcel, a technical analysis will validate the condition of the equipment and the cause of the malfunction. 
 

Three possible cases:

  • 5-a. If the equipment is under warranty and the failure is covered by the warranty, the equipment will either be repaired or exchanged, at TIL TECHNOLOGIES' option. 
  • 5-b. If the equipment is out of warranty or the failure is not covered by the warranty, a repair or replacement estimate will be drawn up and sent to the customer for acceptance.
     - In the event of refusal, the material will be returned to the customer.
     - If no reply is received within 3 months, the equipment will be destroyed. 
  • 5-c. If the equipment proves to be functional, the technical analysis will be invoiced at €50 excluding VAT. 

In the event of an order error, products may be returned to us within 3 months of the invoice date.
 
 The equipment, any accessories and the original packaging must be complete and in new condition.
 
 In all cases, a processing fee of €50 will be applied and an additional discount for third-party or specific products (minimum 20%).
 
 Before any return, you must send us a form to obtain an RMA number.
 
 Here's the complete procedure:

  • 1. Please download the return form by clicking here fill it in and send it to the e-mail address indicated. 
  • 2. You will be notified of the authorization to return the equipment by returning this form, dated and signed by TIL, mentioning the RMA number. 
  • 3. Please return your parcel with a copy of the form, clearly marking the RMA number on the parcel. 
  • 4. No parcel will be processed without an RMA number. For further correspondence, please also have your RMA number ready. 
  • 5. On receipt of the package, a visual inspection and technical analysis will validate the condition of the return.  

 Four possible cases:

  • 6-a. If all items are confirmed as new, a full credit note will be issued (less processing costs). 
  • 6-b. If the equipment has been damaged, no credit note will be issued. 
  • 6-c. If the TIL material is incomplete or the packaging is damaged, an additional 20% discount will be added to the processing fee, 
  • 6-d. If non-TIL equipment has already been installed, requires reconditioning or reprogramming, no credit note will be issued. 

Our annual Software Maintenance & Support (MSL) packages

Support tailored to your needs

The growing complexity of security installations and the increasing number of interactions between systems (access control, video, Intrusion, BMS, etc.) mean that the need for related service services is a major factor in guaranteeing the efficiency and longevity of systems.

That's why TIL TECHNOLOGIES offers its integrator partners and their end customers service contracts designed to accompany site operations and ensure their evolution.
The MSL package is designed to Attendant the operation of customer sites and ensure their evolution.
It offers the following services: 
Upgradeable maintenance (free MICROSESAME updates)
Curative maintenance (corrective patches or software versions)
Priority telephone support
Remote diagnostics and remote maintenance for end customers
25% discount on migration assistance services

Benefits for the end customer

Maximum service and responsiveness

  •  Reduced response times with the possibility of TIL technicians intervening with the end customer (remote maintenance or on site).
  • Less impact on site service continuity

Investment protection

  • Software updates to guarantee system evolution and longevity (compatibility).
  • New functions are only available with the latest MICROSESAME versions.

Guaranteed cost control

  •  Unpredictable expenditure is replaced by a fixed annual cost (on average around 3% of the cost of the overall software + hardware system).
  • Operating costs rather than capital expenditure.
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