May 5th, 2023
To all Paradox distributors and Dealers,
We are pleased to restore full service of the SWAN after three days offline, including all sites and video doorbells.
Currently, we have less than 1,000 issues left to resolve (from over a million polling devices). Most issues are related to site panel replacements after the last invoicing backup.
In the case of panel replacement or if a site is still not connecting, please send to the Support Team (firstname.lastname@example.org) the site details, that you can get from the application with the actual panel serial number installed.
An invoice will help us to find the site in our database, but it is not a must. If you do not have the invoice handy, simply let us know approximately when it was paid and for how long. We will adjust the account accordingly, together with six months of free SWAN to be added to these sites.
All other sites will get 30 days of free SWAN added to their account.
We sincerely apologize for the service disruption and regret that the essential file was missing in our backup process. We took all measures to avoid this in the future. Our backup process, if needed, will be completed within a few hours.
We are satisfied that the thousands of video doorbell installations came back online, and we will also add, in the near future, free recording to Google Drive.
The Paradox Service Team