In order to be able to help you quickly and without complications, we need the following information:
Product type / item number
- Serial number
- Firmware / software version (for IP cameras and recorders)
- Detailed problem description
- Link to images and videos that illustrate the problem
- If it is a cross-device problem: A sketch of the system setup
- Contact information and availability, such as phone number and email address for queries
Please ensure you have the latest software version on your device in advance. Prepare everything for possible remote access so that you can be helped quickly.
Support - Remote support
Our support team
will assist you with any questions you may have about our products and will be happy to help you should any problems arise.
Support - Repair & RMA
Please contact us before returning any goods to us. Often we can help you to solve supposed reasons for complaint in a telephone call or by remote connection to the system.
Tel. +49 2358 905 497
If the returned item is found to be not defective, we will charge a minimum inspection fee of EUR 49.00 plus VAT and applicable shipping costs. Please also note our terms and conditions of sale and delivery.
Before returning goods to us, please contact us to obtain an RMA number. Goods returned without a valid RMA number cannot be processed and will therefore not be accepted.
Please send an email, with contact details for queries, to: BURG-GUARD-SUPPORT@burg.biz
We will get back to you as soon as possible.
For specific questions about equipment in operation
Many questions about devices and software can be answered quickly and in detail via our FAQs.