We will be rolling out our program in the next few weeks. I've been trying to get it off the ground for 2 years, but found it to be a rather complex undertaking.
My first concern was the contract/legal protection. What's the SLA, and the penalty for missing it? What's covered and what isn't? We have several clients who want hardware replacement, which I want to do, but when does it stop?
Then came cost. We regularly use 3 VMSs, manufacturer NVRs, Dell Servers, SANs, NAS, P2P, 6 different camera manufacturers, etc. The variability means drastically different service needs. How to decide what to charge? What about a distance penalty?
What about financing? Do I want to roll part of the cost into the service contract?
Is tree trimming, RainX, dusting, etc. included? At what height?
Paralysis by analysis set in hard. Then I got my hands on a ADT service contract, picked my jaw up off the floor, cut 25% off their number and modified an alarm contract. Done. And at what they are getting I could rent a boom lift quarterly and drive it to my sites to perform maintenance and still make money.