Sirix Pro
Sirix Pro is the ongoing support layer behind your remote monitoring. We configure your system the right way, keep every device healthy, and stay one call away when you need us, so your clients’ sites perform at their best from the first day and every day after.
Sirix Pro in numbers (2025)
36%
of active Sirix partners chose Sirix Pro
47%
of all issues on Sirix Pro sites were resolved remotely, with no site visit needed
average resolution time across all Sirix Pro tickets
One monthly price
Support whenever you need it, at no extra cost.
Sirix Pro is billed per camera, per month. Every support call, ticket, remote fix and adjustment is included, so a problem on your clients’ sites never turns into a surprise invoice. You know what technical support will cost you before the year starts.
Unlimited support requests.
Call, email, chat or open a ticket as often as you need. Nothing is billed per request.
A fixed, predictable cost.
One price per camera, per month. Budget it once and stop guessing what support will cost.
Fewer truck rolls.
47% of issues on Sirix Pro sites are resolved remotely, so your technicians roll out far less often.
Why Sirix Pro
Your clients’ sites at their best, from the first day.
Set up right by experts.
Sirix specialists configure your cameras, alarms, masking and speakers, so your monitoring works properly from day one.
Fewer false alarms.
Expert masking and no-detection zones prevent false alarms, and the Sirix audit team keeps tuning your site as it changes.
Fewer site visits.
Nearly half of all issues are resolved remotely, with no technician on site and no visit to schedule.
Fast answers.
In 2025, Sirix Pro tickets were resolved in 4 business hours on average, and emergencies are answered 24/7.
How Sirix Pro works
Everything that can be done remotely, done by Sirix.
01
Choose your sites.
Tell us which sites, and even which cameras, Sirix Pro should cover.
02
Connect them.
You give Sirix network access to the cameras and recorders already on site, new or existing, and fill out the onboarding forms.
03
Sirix configures everything remotely.
Substreams, alarms, masking, speakers, detection zones, AI analytics settings, monitoring schedules and no-detection corridors are all set up for you. A walk test is run on site, and your site goes live on the usual timeline.
04
Sirix keeps your clients’ sites at their best.
Camhealth and the Sirix audit team watch your sites continuously. Whenever it can perform better or generate fewer false alarms, Sirix makes the change, asking your approval first when needed and sending you before and after images. Anything that goes offline is followed up until it’s back.
05
Support whenever you need it.
From arming questions to app access, Sirix answers your team’s everyday requests and can train your staff. Every request is included in your monthly price.
06
When a fix needs someone on site, you know right away.
Sirix notifies you through the channel you chose at onboarding, adapted to the urgency, with clear instructions. You send your technician on site, and you can book the visit time with Sirix ahead so there is no waiting. Once on site, your technician calls Sirix, and completes the work with Sirix guidance.
Sirix Helpdesk
Every request in one place.
Open a ticket in seconds and follow it until it’s resolved, without chasing anyone for an update. Every ticket is included in your monthly price.
Helpdesk access is for partners.
See every ticket, live.
Track the progress of each request and every exchange with the Sirix team, from the moment it’s opened to the moment it’s resolved.
Submit a ticket in a minute.
Describe the issue, set its priority from low to urgent, attach photos or files, and copy anyone who should stay in the loop.
Knowledge base
How-to articles and best practices, searchable anytime.
Forms and requests
Activate, modify or cancel a site in a few clicks.
Help and guides
How to use your Sirix service, from start to finish.
Camera health monitoring
Every camera, checked by Camhealth.
Camhealth is included at no extra cost. Sirix fixes remotely whatever Camhealth flags and lets you know once it’s done. You get access to the dashboard, so you can see the health of every camera yourself.
Service level agreement
Committed SLA response times, by priority.
The Sirix command center is staffed 24/7 by operators who respond to alarms and emergencies at all times. Sirix Pro support requests, such as configuration adjustments, camera alignment or walk tests, are handled during business hours, Monday to Friday, 9 a.m. to 5 p.m. Eastern time, according to their priority. If something urgent happens outside those hours, the command center answers, follows your site's procedure, and escalates until the issue is resolved.
| Priority levelHow each request is ranked so it gets the right response time. | Urgent | High | Medium | Low |
|---|---|---|---|---|
| When to use itThe kind of issue each level covers. | Total service outage, no events received | Multiple device failures, live monitoring impacted | Single device failure, live monitoring affected | General inquiry |
| Target responseOptimal waiting time to receive a response. | 2 hours | 2 hours | 4 hours | 8 hours |
| Required responseMaximum waiting time to receive a response. Sirix commits to it. | 4 hours | 8 hours | 16 hours | 20 hours |
| Target resolutionExpected time before the problem is solved. | Worked on nonstop until resolved | 12 hours | 24 hours | 72 hours |
The team behind Sirix Pro
Specialists assigned to your sites.
Technical team
Technical staff
Maintenance, repairs, Camhealth follow-up and AI configuration.
Technical team
Site analysts
Review your sites’ activity to cut false alarms and work with you on procedures.
Technical team
Operator analysts
Review how operators handle each call and voice intervention on your sites.
Together, the site analysts and operator analysts form the Sirix audit team, which continuously reviews your sites, corrects the anomalies it detects, and checks that the right procedures were followed.
Accountable for your service
Mathieu Landreville, VP of operations.
Mathieu leads the Sirix operations and support teams that deliver Sirix Pro. An electrical engineer with 15 years of experience leading technical teams, he is accountable for service quality and reliability on every monitored site.
Supported platforms
Works with the cameras you already have.
Cameras and NVRs
Axis, Hanwha Wisenet, GSD, Avycon, Alibi Witness, Alibi Vigilant, Luma, Turing, Camect
Video management systems
Milestone, Genetec, Cognyte, Avigilon, ExacqVision, Alta Aware, Rhombus, Digital Watchdog, Network Optix, Hanwha Wave, i-Pro VMS, OpenEye
Sirix keeps adding platforms to this list. Don’t see yours, or running a specialized setup such as VPN, MPLS or radar? Ask us, it may already be a fit.
Get estimate
Estimate your monthly support budget.
Answer a few questions to see what remote technical support for sites like yours typically costs, based on industry rates. It takes under a minute.
2. How many sites?
3. How many devices need support, across all sites?
Cameras, standard analytics
Motion and line-crossing detection
Cameras, advanced AI
Person and vehicle classification, loitering, custom rules
Intercoms
Video intercoms and call stations
Access control doors
Readers, door contacts and controllers
Other devices
Speakers, recorders and sensors
Estimated monthly support budget
—
Add your devices to see an estimate
Illustrative estimate based on typical industry rates for remote technical support of security devices, plus a typical site management fee per site. This is not Sirix pricing. Your Sirix Pro price is confirmed in a quote after we review your sites.
Add Sirix Pro to your sites
FAQ
Questions about Sirix Pro.
What is Sirix Pro?
Sirix Pro is remote technical support for security integrators and installers whose clients’ sites are monitored by Sirix. Sirix configures your system, monitors the health of every camera with Camhealth, makes remote adjustments and corrections, and supports you and your staff day to day, all for one fixed monthly price.
Who is Sirix Pro for?
Sirix Pro is for security integrators and installers whose clients’ sites are monitored by Sirix. You choose which sites, and even which cameras, it covers. Sirix handles the remote technical support, and your technicians keep the on-site work.
Does support cost extra each time I need it?
No. Every support call, ticket, remote fix and adjustment is included in your monthly price. Nothing is billed per request, so you can contact us as often as you need.
How is Sirix Pro billed?
Sirix Pro is billed per camera, per month, with a 3-month minimum commitment. You choose which sites, and even which cameras, it applies to, so your support cost is fixed and easy to budget. Contact us for pricing.
What does Sirix Pro include?
Site configuration, camera health monitoring with Camhealth, ongoing adjustments and corrections, disconnection follow-up, remote speaker monitoring, and day-to-day support for you and your staff. Camhealth is included at no extra cost.
What do I still handle?
Everything on site: hardware installation and replacement, network access, onboarding forms, walk tests and on-site repairs guided by Sirix instructions, plus hardware parts, warranty claims and your internet connection. If you’d like the work split differently, Sirix Pro adapts, and we agree on it with you from the start.
Is Sirix Pro like outsourcing my service department?
For remote work, yes. Sirix Pro works as outsourced technical support for your service department: everything that can be done remotely is done by Sirix, from configuration and adjustments to Camhealth follow-up and day-to-day support requests. Your technicians keep the on-site work, such as hardware installation, replacement and repairs, with Sirix guidance once they are on site.
What are the Sirix Pro SLA response times?
Each request gets a committed response time based on its priority, from 4 hours for urgent issues to 20 hours for low priority ones, counted in business hours, Monday to Friday, 9 a.m. to 5 p.m. Eastern time. In 2025, the average resolution time across all Sirix Pro tickets was 4 business hours. Emergencies are handled 24/7 by the Sirix command center.
What happens when an issue needs someone on site?
Sirix notifies you right away through the channel you chose at onboarding, adapted to the urgency, with clear instructions. You send your technician on site, and you can book the visit time with Sirix ahead so there is no waiting. Once on site, your technician calls Sirix, and completes the work with Sirix guidance.
Does Sirix Pro reduce false alarms?
Yes. Sirix experts configure masking and no-detection zones to prevent false alarms, and the audit team keeps tuning your sites over time.
Will Sirix Pro work with my cameras?
Sirix Pro supports cameras and NVRs from Axis, Hanwha Wisenet, GSD, Avycon, Alibi, Luma, Turing and Camect, and video management systems including Milestone, Genetec, Cognyte, Avigilon, ExacqVision, Alta Aware, Rhombus, Digital Watchdog, Network Optix, Hanwha Wave, i-Pro VMS and OpenEye. Sirix keeps adding platforms, so ask us about yours.
How do I add Sirix Pro to my sites?
There is nothing to install, and you can start at any time. Fill out the quote form on this page, call us, email us or open a Helpdesk ticket, and we take it from there.
Is there an option without a monthly commitment?
Yes. Sirix also offers pay-as-you-go support, billed per site or per hour, if you only need help occasionally. If you want everything handled for a predictable monthly cost, Sirix Pro is the simpler choice.