Frequently Asked Questions
Everything you need to know about FireWATCH — the cloud platform built specifically for fire protection system maintenance. Find answers about features, pricing, security, technical setup, and support. Can't find what you need? Contact our team.
Pricing & Billing
Can I switch plans later?
Yes! You can upgrade or downgrade your plan at any time. Changes will be reflected in your next billing cycle. If you upgrade, you'll be charged a prorated amount for the remainder of the current billing period.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), bank transfers, and can arrange invoicing for enterprise customers. For annual plans, we also offer payment via purchase order.
Is there a setup fee?
No setup fees! All our plans include free onboarding and training to get your team up and running quickly. We believe in transparent pricing with no hidden costs.
What happens after the trial ends?
After your 14-day trial, you can choose a plan that fits your needs. No automatic charges - you're in complete control. Your data will be preserved for 30 days if you need more time to decide.
Do you offer refunds?
Yes, we offer a 30-day money-back guarantee. If you're not satisfied with FireWATCH within the first 30 days, contact our support team for a full refund, no questions asked.
Features
Can technicians work offline?
Yes! Our mobile app features full offline functionality. Technicians can complete inspections, access equipment history, and fill out forms without an internet connection. All data automatically syncs when connectivity is restored.
How does automated scheduling work?
Our AI-powered scheduling system automatically assigns visits based on technician availability, location, skills, and contract requirements. It optimizes routes to minimize travel time and ensures compliance with service level agreements.
Can clients access their own portal?
Absolutely! Each client gets access to a personalized portal where they can view reports, track service history, approve quotes, make emergency requests, and manage invoices - all in real-time.
Does FireWATCH integrate with other systems?
Yes! FireWATCH integrates with popular accounting software (QuickBooks, Xero), CRM systems, and offers a full REST API for custom integrations. Our team can help with integration setup.
Technical
What devices are supported?
FireWATCH works on all modern devices. Our web platform supports Chrome, Firefox, Safari, and Edge. Mobile apps are available for iOS (11+) and Android (8+). We recommend tablets for field technicians for the best experience.
How is data migrated from our current system?
Our onboarding team handles data migration for you. We'll import your contracts, equipment, client information, and service history. The process typically takes 1-2 weeks and includes data validation and testing.
What happens if there's downtime?
We maintain 99.9% uptime with redundant servers and daily backups. If there's an outage, the mobile app's offline mode ensures field work continues. We also provide real-time status updates at status.firewatch.com.
Can I customize inspection forms?
Yes! You can create custom inspection forms with various field types (checkboxes, dropdowns, photos, signatures). Templates can be equipment-specific and include conditional logic for complex workflows.
Security & Compliance
How is our data secured?
We use bank-level 256-bit SSL encryption for data transmission and AES-256 encryption for data at rest. Our infrastructure is hosted on AWS with SOC 2 Type II compliance. Regular security audits and penetration testing ensure your data stays safe.
Is FireWATCH GDPR compliant?
Yes, FireWATCH is fully GDPR compliant. We provide data processing agreements, allow data export/deletion on request, and maintain detailed audit logs. Our privacy policy clearly outlines data handling practices.
Who owns the data we enter?
You do! All data entered into FireWATCH belongs to you. We're simply the custodians. You can export your data anytime in multiple formats, and if you cancel, we'll provide a full data export.
Do you perform regular backups?
Yes, we perform automated backups every 6 hours with 30-day retention. Backups are stored in geographically distributed locations for disaster recovery. Enterprise plans include point-in-time recovery options.
Support & Training
What support options are available?
All plans include email support with 24-hour response time. Professional and Enterprise plans add phone support, priority response, and dedicated account managers. We also offer live chat during business hours.
Do you provide training?
Yes! All plans include comprehensive onboarding with live training sessions. We offer role-based training for admins, technicians, and office staff. Video tutorials, documentation, and webinars are available 24/7.
How quickly will we be up and running?
Most companies are operational within 1-2 weeks. This includes data migration, system configuration, and team training. We work at your pace and can accelerate the timeline if needed.
Can I request new features?
Absolutely! We actively encourage feedback and feature requests. Our product roadmap is influenced by customer needs. Enterprise customers can request priority development of specific features.
Still Have Questions?
Can't find the answer you're looking for? Our friendly support team is ready to help.