Frequently asked questions

No. We license software to certified system integrators, who sell, install, configure and support it. If you are an end customer, send us your requirement and we will route it to a partner in your territory.

Our partner network is concentrated in the GCC — UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain — with partners in the United Kingdom and United States. Check the directory for current coverage.

Because a deployment price is mostly hardware, installation and local support — none of which we supply. We publish indicative software licence pricing; your integrator prices the project.

Never. Partner pricing is only visible to signed-in partners for their own level, and it is not exposed anywhere on the public site or in any customer-facing document.

Often, yes — it consumes ONVIF and RTSP streams. Whether a specific camera is suitable for a specific task depends on resolution, angle and lighting; your integrator validates this during the site survey rather than assuming it.

No. Video analytics can run against an existing VMS and reference its recordings. Replacing the VMS is a scope decision, not a technical requirement.

Yes — that is the normal pattern. All modules share one data model and licence server, so adding a module is a licensing step rather than a re-platforming project.

There is no application fee. Partners commit to certifying at least one engineer per product line they sell, and to responding to routed leads within the SLA.

By a published scoring model: geographic coverage, product certification, partner level, historical response time, customer rating and current capacity. The highest-scoring eligible partner is offered the lead first. Missing the response SLA escalates and eventually reassigns it.

The protection window is configurable and shown on your deal record. It starts when the registration is approved, not when it is submitted.

It varies by product — per lane, per stream, per channel, per door or per site — and is either perpetual with optional maintenance, or an annual subscription. The model for each product is stated on its product page.

Yes. Certified partners request time-limited demo keys from the partner portal without going through us.

The integrator who installed the system provides first-line support. They escalate to CityIntegrator second-line support through the partner portal, with product and version context attached.

They vary by ticket priority and are published on the support page. Tickets that pass their target are flagged and escalated automatically.