Security Hub FAQs

Below you will find answers to our most commonly asked questions about Gallagher Security Hub. If you can't find the answer you're looking for and need more support, reach out to our team.

  • What is Gallagher Security Hub?
    Gallagher Security Hub is a digital space for Gallagher Channel Partners, customers, and staff to access training, technical and support resources, and e-commerce functionality – all in one place.

Logging In

  • How do I log in to Gallagher Security Hub?
    Navigate to the ‘Login’ button located in the top right-hand corner of our website. If you are a registered user, simply enter your personalized login details within the login box. If you don’t have a login you can click ‘Register’ to request access and follow the prompts on screen.
  • What happens if I forget my login details?

    To reset your login details you will need to select the 'Forgot Password' option from the login page. This link will then prompt you to enter your email address to reset your password, which you can use to access your account.

E-Commerce

Placing an Order

  • Are there minimum/maximum quantities when ordering some products?

    Certain products and parts within the platform do have a minimum quantity when ordering and this will be highlighted for you when added to your cart. On some occasions our parts also come in standard pack sizes which you will be made aware of when adding to your order.

  • Can I still use existing channels for ordering?

    Yes, all current existing channels will still be fully operational.

  • How do I compare different products within the Security Hub platform?

    You can compare different products by clicking on the radio button that says 'Compare' next to each product within the product list. Select up to 3 products to compare and ensure they are from the same category.

  • Why is there no freight showing on my order?

    Freight is calculated after order placement by our Customer Support Team and this will be shown when you receive your official order confirmation. When placing a order for a third-party product through the Security Hub, freight will be charged once your order is dispatched by our supplier and will not show on your official order confirmation.

  • Why is there no tax showing in my order summary?

    Any applicable taxes will be shown on your official order confirmation.

  • Does the price displayed include my Performance Discount?

    Yes - if you are a Channel Partner with a current performance discount this will be shown in the order summary.

  • How will I know what stock levels are available across the Gallagher range?

    Should there be an issue regarding stock levels for the products you have ordered, one of our friendly Customer Support Team members will be in contact with you to arrange a solution.

  • I made an error with my order – what do I do now?

    Please contact the Customer Support Team immediately to advise them of the error. If the order has not been processed we will be able to rectify this for you. Should the order be already processed our team will discuss options with you.

    Alternatively, for out of hours support please email: order@security.gallagher.com and we will respond as soon as possible.

  • I placed my order with an incorrect delivery address, can this be updated?

    Please contact the Customer Support Team immediately to advise them of the correct address. If the order has not been processed we can rectify this for you and ensure delivery to the correct address. Should the order be already processed our team will discuss options with you.

    Alternatively, for out of hours support please email: order@security.gallagher.com and we will respond as soon as possible.

  • Can I apply my government discount when ordering?

    Please request government discount in the comments section of your cart and be sure to include details of the order site number and name.  Your discounted price will show on your official order confirmation once processed. It will not appear on your e-commerce order.

Tracking Order Status and History

  • Where can I track the status of my order?

    Self-service tracking capabilities are currently unavailable. To track your order, please contact the customer support team and they will be able to advise tracking details, including an expected delivery date.

  • Where can I find my order history?

    To locate your previous order details, log into your account and click on the button that says 'Welcome' in the top right corner. Navigate to Order History from the left hand side menu. Here you can view all of your past orders and sort them by date.

Account Management

  • What if I need to place an order for another branch?

    Please contact your local Customer Support Team and they will be able to update your account to allow you to order on behalf of other branches.

  • I need to update my account details and email address – how do I do this?

    Please contact your local Customer Support Team and they will be able to help you update your account details.

  • I have changed jobs and now work for another Channel Partner – how can I get access to order on behalf of them?

    Please contact your local Customer Support Team and they will be able to arrange access for you to order on behalf of your current Channel Partner.

  • How can I access further support if I get stuck?

    Should you require any further support when using the Security Hub platform, please contact your local Customer Support Team who will be able to assist you.

Training

  • How do I register for training?

    Gallagher Channel Partners can book training direct with Gallagher through the Security Hub platform, under the Training and Certification area. There, you can select the course you'd like to register for and access course outlines.

  • What kind of training courses do you offer?

    We offer a range of online and in-person training courses. To view our course training outlines, click here.

  •  I want to book training but none of the dates available suit me. What can I do?

    Please fill in the training waitlist form here and a representative from our Gallagher training team will be in contact with you when a new course is scheduled for your location.

  • Where can I find course outlines for Gallagher online and in-person training?

    Within the Training and Certification area of Security Hub, we have a dedicated section for Gallagher training course outlines. You can find this here.

  • How do I find the price of a course?

    To access price lists for Gallagher training courses, please contact your local Gallagher sales representative.

  • Is there a deadline to register for in-person training?

    We ask that you please register for your training course two weeks prior to the course date.

  • What is the cancellation policy for Gallagher training courses?

    We require no less than 4 weeks’ cancellation notice prior to the course commencement date. Cancellations outside of this notice period incur a 100% cancellation fee.

  • Do you offer onsite or tailored training?

    Yes, we offer onsite and tailored training. The minimum course size for onsite or tailored courses is eight attendees. Please contact your local Gallagher sales representative to discuss your requirements.

  • What are the benefits of certification?

    Certification provides your organization with recognition of your Gallagher system skills and knowledge. It not only ensures you’re up-to-date with Gallagher technology and best practices, it also provides customers peace of mind in the knowledge that Gallagher qualified professionals are responsible for the system design, installation, commissioning, and maintenance of Gallagher solutions and products.

  • How long is my certification valid?

    All Channel Partner certification courses are valid for two years from the time you successfully complete the course. We will send you a reminder email prior to your expiry. End-user training is not certified and does not have an expiry however, with today’s rapidly changing environment and with two Command Centre releases a year, we recommend staying up to date and upskilling every two years.

  • My certification is expired, what should I do?

    Re-certification is a skill maintenance and validation exam that is available online and can be booked via the Security Hub platform. The exam validates the current level of certification. It is up to the technician to book prior to expiry. Failure to do so will impact on the individual’s access to technical support and potentially the Channel Partner’s ability to meet their partner obligations of employing minimum numbers of certified personnel.

  • Do I get a certificate on the completion of the course?

    Yes, once you've completed initial certification, Gallagher Channel Partners will receive a Digital ID. For end-user courses, if you are training through SPOT, a certificate will be available to download once the course is completed. For classroom training, a printed certificate will be awarded to you at the completion of your course.

Resources

  • I cannot find what I am looking for within the Resources library, what should I do?

    We make it our mission to ensure you can find the resources and information you need, when you need it. If you cannot find the information you are looking for, please get in touch with our team here.

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