As an IT organization we offer Managed Service Agreements (MSA's) to our customers. Included in these MSA's are network / device monitoring tools that enable us to manage, maintain, and service the devices (servers, workstations, mobile devices, network devices, etc). The business case for an MSA is not too difficult to make given that these are technologies that support their entire business.
We have tried to offer the same service for physical security devices but find that most customers cannot stomach the additional cost. We typically hear that they will deal with it when an issue arrises.
We would prefer if customers used such a service for their entire business (IT and physical security) because it would enable us to 1) ensure that there are very little outages or catastrophic issues, and 2) if there are any, then we can manage them much faster and with better outcomes for the customer. However, most customers do not see the value in this type of service for physical security products (the obvious exception here is mission critical applications, but in those situations cost is rarely a major factor).