I have a customer with a Novar System who uses Direct Energy in Ottawa Canada to monitor and adjust their HVAC and Lighting. When I'm on site I am told to call the iControl Center (1-800-663-6391), they then dial into the site and can tell me which units are not operating. They can also force units to call which helps when testing during the maintenance, and reduces the time I have to Freeze my @$$ off on the roof. They can make all the units call for heat and look at the SAT, then tell me which units are not heating.
They have also helped me through troubleshooting the Novar Modules and Sensors.
I was not sure about calling the "Competition" at first, but the customer pays for the monitoring and Direct Energy tells me they deal with HVAC techs from all across the country on a daily basis and provide the same service.
I'm not sure if they can just dial in to any site, but if they can they can get you out of a bind.