Security
Communications
Maintenance Contracts
A vital part of Scottish Communications portfolio is the provision of maintenance service/support contracts for all types of CCTV systems, whether these have been installed by us or not. It is vital to ensure that any investment in a security system is correctly administered and looked after.
Some of the key benefits of maintaining your system are;
Scottish Communications offer not only our standard types of contracts, outlined below, but can tailor a specific contact to your unique requirements if these do not suit. We recognise the importance of offering a flexible solution best suited to our clients needs.
Maintenance Contract Types:-
Gold
Gold Contract cover provides 2 annual preventative maintenance visits and two intermediate cleaning visits if required (external, fully functional, dome cameras only). These will be carried out during normal working hours and whenever possible and practical, prior notice to arrival will be given.
Support coverage will be available 365 days per annum, 24hrs per day with a 4 hour response time to site as required. A dedicated number will be provided connecting the purchaser to the on-call engineer for out of normal working hour’s coverage.
The labour element of all support calls and repairs will be covered by the maintenance contract with the exception of those in attendance due to fire, flood, vandalism or customer misuse which will be charged at current company rates.
Silver
Silver Contract cover provides 2 annual preventative maintenance visits and two intermediate cleaning visits if required (external, fully functional, dome cameras only). These will be carried out during normal working hours and whenever possible and practical, prior notice to arrival will be given.
The labour element of all support calls and repairs will be covered by the maintenance contract with the exception of those in attendance due to fire, flood, vandalism or customer misuse which will be charged at current company rates.
Bronze
Bronze 1 or 2 contracts provide 1 or 2 annual visits dependant on level of Bronze cover chosen. These visits will be carried out during normal working hours and whenever possible and practical, prior notice of arrival will be given.
The labour element of all support call outs and repairs will be charged at current company rates.
We have a dedicated and professional service/support team, fully equipped with personal laptops and test equipment, along with the added benefit of our own vehicle towed 14 meter access lift, ensuring we can access the vast majority of cameras quickly and without additional cost to you for hired access equipment.
We also operate both a vehicle tracking system and an electronic “live updating” support software package, via engineers PDA’s to ensure efficient allocation of service/support calls.
The system was introduced to effectively handle support calls as they are received. The relevant information is added into the system by the administrative person receiving the call, and then immediately allocated to an engineer. This is then electronically sent to the engineers PDA with full site contact details, type of maintenance contract, response times, and history of the last 3 visits along with a description of the current fault. The engineer has to accept this support and from this moment onwards all actions are automatically transmitted back to the office system and updated in real time.
This allows effective and accurate monitoring of all stages of the service/support to completion. After the engineer gets a mandatory signature (the system will not allow them to leave without!)and rates the engineers performance, the support is closed then the electronic email paperwork is transmitted back to the office for completion, raising of any invoice and theoretically back with the client before the engineer leaves site.
The key benefits of this system are to vastly improve efficiencies, remove paperwork and provide the engineers, with more information relating to the task in hand, ensuring the best possible levels of service to our customers.