Service Agreements
Stay covered after the install, with repairs, parts and labor included, scheduled on-site system checks and a dedicated service desk for your cameras, access control, alarms and AV.
Every agreement spells out the systems, equipment and response it covers.
A lot of installers finish the job and move on. Our service agreements keep the same team responsible for your system after the install, with every covered system, piece of equipment and response time written into the agreement.
Agreements cover cameras, access control, intrusion alarms and commercial AV. They work on systems we installed and on systems another company installed, once we have assessed the equipment on site and confirmed it is ready for coverage.
Every request to our service desk is acknowledged within four business hours. A critical failure gets a technician on site within four business hours, a high-priority issue by the next business day and a single failed device within three business days. Business hours are Monday to Friday, 7am to 5pm.
If we miss an on-site response time for a critical or high-priority call, you receive a service credit on that system.
Manufacturers discontinue products all the time. We track end-of-life notices for every covered device, tell you in writing within 30 days and note the status in every visit report.
If a discontinued device fails and the manufacturer offers a direct successor, we install it at no cost for hardware or labor. If you would rather move up to a more capable model, you pay for that hardware and the labor is still covered.
Each system gets its own checklist on every visit.
An agreement includes repairs and replacements on covered equipment with parts and labor included, scheduled on-site system checks with a written report after each visit, remote support, firmware and security updates, and end-of-life protection. Each agreement lists the exact systems and equipment it covers.
Yes, in most cases. We start with an on-site assessment to confirm the equipment is installed correctly, working and suitable for coverage. Equipment that is damaged or installed incorrectly has to be corrected first, and then it is added to your agreement like any other system.
Every request is acknowledged within four business hours. Critical failures get a technician on site within four business hours, high-priority issues by the next business day and single-device failures within three business days. Business hours are Monday to Friday, 7am to 5pm.
Agreements do not cover damage from vandalism, power surges, severe weather or unauthorized work, network equipment and cabling, and new installations or expansions, which are quoted separately. Alarm monitoring runs under its own monitoring agreement, and we coordinate with the monitoring center for you.
It stays yours. Any hardware we installed remains your property, and for cloud-hosted access control we transfer administrative access to you or your new provider within 10 business days, so you are never locked out of your own system.
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Offices in Pittsburgh and Lancaster, serving Pennsylvania, Ohio, West Virginia, New York and Maryland.
