Service / Maintenance Contracts Guide And Downloadable Sample Agreement

Author: Brian Karas, Published on Aug 18, 2016

This guide provides in-depth recommendations for service / maintenance and a sample service agreement that integrators can edit and customize for their needs.

 

It includes:

  • List of 20+ standard inclusion terms
  • List of 9 standard exclusion terms
  • Segmenting first year warranty vs service agreements
  • Listing covered devices
  • Denoting coverage and response times
  • Setting pricing and terms
  • Downloadable / customizable sample service agreement (Word Doc)

**** ***** ******** **-***** *************** *** ******* / *********** *** a sample ******* ********* **** *********** *** **** *** ********* *** their *****.

 

** ********:

  • **** ** **+ ******** ********* *****
  • **** ** * ******** ********* *****
  • ********** ***** **** ******** ** ******* **********
  • ******* ******* *******
  • ******** ******** *** ******** *****
  • ******* ******* *** *****
  • ************ / ************ ****** ******* ********* (**** ***)

[***************]

Service ********* ********

******* ********** **** *** ******** *** ******* ** *********** ***** ** keep ***** ****** ** *** *******. **** ******* *** ******* preventative *********** *** ******** *******, *** ****** *** ****** **** the ******** ** **** ***** ****** ***********.

First **** ******** **. ******* *********

**** ***** ** ** *********, ** ******** ******** ** **** of * *** ** ***** ***********, ** ***** * *-**** warranty ** *** ********* *******.  ***** ** ***** ********** ****, but *** ********* ******** ** ***** ******** ** *********** (**: a ***** **** *** ********** **********), ** ******** ******* ********. 

********** ***** **** ******** ***** ** **-** ****** ** ****** where ******* ********** *** **** ********.

*** * **** ******** **** ********* *** ***** ****** **** installing *******, ******** ******/********/*********, ** ******** ***** ** *******.

* ******* ********* *** ********* ** **** ** ******** ** ********* a * **** ********.  ** **** ***** *** ********** *** choose ** ******** *** ******** *** *** ***** **** ** account *** *** **** **** **** ***** ******* ***** ***** already ** ******* ****** ******** ******** *****.

Standard **********

***** ***** ** *********** ** **** ***** ** * "********" service *********, ***** *** **** ***** **** *** ********** ****.

************ *********** ** ********* ******** ****** ********* ********* **** **********.

************ *********** *** *****:

  • ***** ****** *** ******** *** ***** *** ****** *****
  • ****** ****** **** *** ***** ******** *** ******* **********
  • ******* ********** ******** ******* *** *******
  • ***** ****** *** ******** ** ****** ********* *** ******, **** of ****/*********
  • ***** ****** *** ********** *** ***** ** **********, ****** ** other **********
  • ***** ******** ******** **** ** ****/****, ********* ********, 
  • ******** ****** ******** ** ***** **** ******* *** ********* ** ensure ********* ** ******* *** ****** *** ********** ** ********
  • ***** *** ******* ******** **** ** *** ******* *** ****** operation
  • ******* *** ****** ******* ** **********
  • ***** *** ******* *********** ** ********* (*******, *********, ***.)

************ *********** *** ****** *******:

  • ***** ***** ******* ** ****** ******* ****** *** ****** ********* (eg: ***** *** ****** ******* *******)
  • ***** **** *** ***** ** ****** *****, **** *****, ** other ****** *** ***** ** ********* ** ******** ********* ** appropriate
  • ***** **** ******** *** *********** **** **** *** **** **** for ** ***** ** **** ** ***** *********** **** *** be ******** *** ************ *** ***** ** ********* ** ******** personnel ** ***********, *** ******/********** ***** *********** ** **********
  • ****** ****** ********* ** ********* ****** *****
  • ****** ****** ******** **** ***** ****/******** ***** ** **********

*******/******* *****:

  • ********* ***** *******
  • ********** ****** ** ****** ***** ** **** (********* **** * limit ** *-* ***** *** **** **** *** ******)
  • ********* ****** ******* *******
  • ******* ******** ******** ** *** ******** ********* ** **** ** software ********

Standard **********

***** ************ ******** ** **** ** *** ******** *** ** altered, *** *** ********* ***** ** ******* *** ********** **** extreme *****, ****** ******* ** *********, ** ********* ***** * customer ***** ******* ** **** ********* ** *** *********.

  • ***** *** ****** ******, *****, ******, ***********
  • ********-******* ** ********* ********* ** *** *** **********
  • ******* *** ***** ******* ******
  • ********* ******* ** **** ** *** - ********, ******, ******, fires, ***.
  • ********* ******* ** *******, ***** 
  • ********* ******* ** **********, ****** ** *********** ****
  • *** ********* *** *********** ** **** ********* ** *********
  • ********* ***** **** * (********* *-* *****) ** ** ****** supported ** ************

List ** ******* *******

******* ******* ** **** ** *** ********* ****** ** ************ listed ** ***** ****** *********.  ** **** *****, *** **** large *******, ** *** *** ** ********* ** ******** **** * complete **** *** ** *** ******* **** ***** (*******, ***********) and ******/****** ** ******* *** ***** ******** *******.

Coverage *** ******** *****

******* ********** ***** ******* **/* ********, ********* ********. ** *** do *** ********* **** ** **-**** *********** *** ***** ** will ****** ** ********* ** *** ********* ** ** ****** ******* calls *** ******** *******.

** ******* ******** **** ** *-* ***** ** ******, **** a ********** *** ** **-**** **** ****** *-* ***** ***** initial *************** *** ***************, *** * ***** ********** **** ** 24-48 *****. ********** ********** ***** **** ***** ******* *** ********** to ******** ***** *** ****** *********.

Inventory ** ***** *********

** ***** ** ****** ******* ******* *** ** **** *********** quickly **** * ****** ***** *********** ****** **** ***** *******, servers/NVRs *** ****** ******* ********* ** ***** *** *********.

*** ***** ********* * ********* *** ** ***** *** ******** spares ** ** **** ** *** ********* ******** ** ****** faster/easier ****** ** **-**** ***********.  ** **** ** **** *** equipment ****** ** *** ******** **** ****** ** **** ** a ****** **** ** ******* *** ******* ********** ** ******** of *** **********.

*********** *** ********* **** ******* ********** **** ******* **** ************* on * ******* ****** ** *************, ** **** ****** ********* can ** **** ** ***** ******.

Other ***** ******* **** ******* **********

******** ***** *** ** ******* ** * ******** *** ********* that **** ****** ******* **********.  ******** *** ****** ********* *** also ** ********** **** ** ****** ******* *********, *** **** typically ******* **** ******** ** ************* ***** ** *** *********, and ***** ** **** ********* ***** **** *** ******** ** up *** *******.

Service ********* ******* *** *****

********* * ********** ** ***** ****** ***** ** **** ** the ****** ***** ** * *********** *********.  *-**% ** ****** for * ***** ********* **** ******* **** ** ****** ********** maintenance *** ****-********-*** ******. ***** ** **** ** **% ** system ***** *** **** *** ********** **** ***** ******** ******** to *** ******.

***** *** ********* * **** *******, ****** ****** ***** ** 3-5 ***** ****** ** *******, *********** **** * ***** ********, to ****** * ****-**** ********* ** *****.

***** ********* ****** ** ********, *** ***** ** *** ********. Adjustments ****** **** *** ******** ***** ***** *** *******. **** ****** *** ********* **** ** ***** *** materials **** ****.

Other ******** ** ******* **********

*** ****** ************ *********** ****** ******* * **** *********** ** get ********** ** ***** ** **** ********. **** ****** ** opportunity ** ****** *** ******* ** ***** ********** **** **** occurred ** *** **** **** *** ******* ****** ************ ** upgrades ** **********.

Downloadbale ****** *********

**** *** ******* * ****** ******* *********** *** ** * ******** *** ******** **** *** ******* agreements. *** *** **** ** **** *** *** **** *** your *******.

**** ********** ********* **** **** * ****** ***/** ********** ** **** region **** *********** ***** ********** ************ ****** ******* ********* *** warranties. ** **********, ******** ******* *** ************ ***** *** **** by ***** ** *******.

Comments (7)

Undisclosed Integrator #1

08/19/16 01:10pm

“********* * ********** **total ****** ***** is used as the annual price of a maintenance agreement. 8-10% is common for a basic agreement that focuses more on annual preventive maintenance and next-business-day repair.

  • ******* *** ****** ******* ** **********
  • ***** *** ******* *********** ** ********* (*******, *********, ***.)”

****** ********* **** * ******* ****** ***** *** ***** ******. First, **** ***** *** ********** **** ** ***** ****** *****? Just *** ********, ******* ** ******** *** ***********? *** ***** and ******* * ******?

**** ******* ** ************ *********** ** ******* ********* **** *** 8-10%? *********** ******** *** ***** (******** ******** ** *** ** warranty)? ** **** *****?

Thumbnail 1981

Armando Perez

IPVMU Certified | In reply to Undisclosed Integrator #1 | 08/19/16 03:44pm

** ** *******, ***** ***** *****.

Steven Wirz

08/22/16 03:05pm

***********, ***** ***. * ******** * *** *********** ***** **** awhile **** *** **** ****** ********* ****** *** ** ****** small ****.

Thumbnail brk1

Brian Karas

IPVM | In reply to Steven Wirz | 08/22/16 03:08pm

**** ** *** *******.

** ****** ********** * *** ******* ********* ******* *'* **** to **** ******* ***** *** *******, ******** **** *****, ***.

Undisclosed Integrator #2

09/15/16 03:28am

** **** *** **** **** ******* ******** *** **** ** a **** **** ***** ******** ************ *** ********* ** ******* vs. *** *******. *** ********* ** ******* ******** *********** ** how ** ******** * ********** *******, *** ** ******* **** what *'** **** ****** **** *** *********** **** **** *** contracts *** *** ** ****** ** *** ****.

***** ********* * ***** ***, **** **** ********* **** *** those **** *****'* ****** **** ***. *** ***** **** ****'* it ****'* ******* **** ****'* ***** **** ****** **, ** was ******* ** **** ****** ** ******* ****** *** ****** denies *** ********** *********. **** ***** ****, ** **** *** to **** * "********" ** ******* *** ** *****'* **** the **** ************ ***. *****'* ***** **** *** ** **** had *** *********** *** **** *****'* **** ********. ******** ******* it's **** ** ***** ** ******** ******* *** **** **** competitive ***** *****.

*** ******* ******* ** *** **** ** ********* *** ***'* give ** ****** ** ***** ******* ** ************ ********, **** really ***** ** ****** *** **** ** * ********** ******** but **** **** **** ****. * **** **** ** ***** that *** *** ***** **** **** ******** *** **** ******** time ** **** ******.

*** ** **** *** ******* **** ***** ****** ** *** keep ******** *** *** **** ****** ************. **'* ********* *** like ********** ** ********* ***** **** *** *** **** ** email *** ********** ******* ******* ******* *** **********. *** ******* tracker **** ******** ** **** ******* **** *** *** **** routing **** *** ******* **********.

Undisclosed Integrator #3

12/30/16 07:40pm

*****, * **** **** ****** ** * *** *** *** I ****** ** **** **** *** ******* ********* ** ** out ** ******** ********* ********.

*. ** *********** ***** ** ***** "********" **** ******?

*. ** **** ******** ** "******** ********" ********?

*. **** ** *** **** ** **** ******** ******** ** average?

*. *** ** *** ****** *** ** **** ********? ** you **** ******** ******** *******?

******.

Thumbnail brk1

Brian Karas

IPVM | In reply to Undisclosed Integrator #3 | 12/30/16 08:50pm

** *** ** * *** ****** ***, *** ****** ***** be ******** :)

********* **** ***** *********** *** ***** ** **** ******* ** your *********.

**** *** ************* * *** ** *********** *** ****, * would *** **** ******** "********" ** **** ** ** ********* case, *** ** *** *** ************** ** ******* * ******** list ** ******* ******* ** ***********.

*** ** **** ******* ******** *** ****** ** ************ ** spares *** ********** ************. ******** * ****** ******** ***** ****** may *** ** * *** *****, ** ** ***** ***** should ** ****** ** ****-** *********** *******. ******** ********* **** a *********-******* ******* ******* ***** ****** (********* * ****-** *******) might ** **** ***** ******* *** ***'* ****** **** ** easy *********** ** *** **** *****. *** **** ********* ** may ** **** ** ******** ******** ********* ******* *** ******* a ******* ******** **** (*.*.: ** *** ********* ******* ******* plate ****** *****, ** **** ** ******** **** ******* *, which **** **** ******* ********* ******** ** ******* *, ** an ********* **** ** *).

Login to read this IPVM report.
Why do I need to log in?
IPVM conducts unique testing and research funded by member's payments enabling us to offer the most independent, accurate and in-depth information.

Related Reports

Genetec Launches Cloud Access Control (Synergis SaaS) on Sep 21, 2017
Genetec's cloud everything expansion continues, with their announcement of Synergis SaaS edition, joining their cloud video offering Stratocast,...
Automatic Door Operators For Access Tutorial on Sep 20, 2017
Opening and closing doors might sound simple, but it takes a high-tech piece of door hardware to pull it off. Integrating automatic door operators...
Avigilon 'Blue' Cloud Entry Examined on Sep 19, 2017
Avigilon is moving to the cloud. The company announced their Avigilon Blue platform, designed to be a web-managed surveillance system, utilizing...
HID Buys Mercury Security on Sep 19, 2017
One of the biggest access control deals in years. Mercury Security, the most widely used access hardware OEM, and partner to 20+ manufacturers,...
Cloud Guy Prints Book, Misses Irony on Sep 15, 2017
On-premise security systems are dead. But $75 print books are alive and well. Such are the lessons from Brivo's CEO new book "The Five...
Forgotten Password Problem Importance on Sep 15, 2017
Forgotten passwords has become a major industry topic. For example, Hikvision has been emailing admin passwords in plain text until IPVM's...
September IP Networking Course on Sep 14, 2017
LAST Chance - Registration is ending. Register now. This is the only networking course designed specifically for video surveillance professionals...
Master Keying Tutorial on Sep 14, 2017
Mechanical keys are the most fundamental, albeit unsophisticated, form of access control. Like access control, Master Keying allows large scale use...
Fail Safe vs. Fail Secure Tutorial on Sep 13, 2017
Few terms carry greater importance in access control than 'fail safe' and 'fail secure'. Access control professionals must know how these concepts...
Axis: Use QR Codes Instead of Access Cards on Sep 12, 2017
Innovation in access may be hard to find, but Axis recently suggested an idea for credentials few have considered. Rather than using plastic cards,...

Most Recent Industry Reports

Reseting IP Cameras - 30 Manufacturer Directory on Sep 22, 2017
Every camera has a reset button (well, almost) but it is not always clear what these buttons do, how long they need to be held, what settings they...
80+ OEMs Verified Vulnerable To Hikvision Backdoor on Sep 22, 2017
Over 80 Hikvision OEM partners, including ADI, Interlogix, LTS, and Northern Video, have been verified as having products vulnerable to the...
Genetec Launches Cloud Access Control (Synergis SaaS) on Sep 21, 2017
Genetec's cloud everything expansion continues, with their announcement of Synergis SaaS edition, joining their cloud video offering Stratocast,...
Genetec CEO Warns Against Insider Threats on Sep 21, 2017
With Dahua and Hikvision cybersecurity issues becoming indisputable, a new counter has emerged. Just put them behind a firewall, buy cheap...
New IPVM Calculator V3 Released on Sep 20, 2017
The New IPVM Calculator V3 is released. An entirely new architecture delivers the following benefits: Turbo The calculator is now ~50% faster in...
Automatic Door Operators For Access Tutorial on Sep 20, 2017
Opening and closing doors might sound simple, but it takes a high-tech piece of door hardware to pull it off. Integrating automatic door operators...
'Clowns' Allege Ubiquiti 'Completely Fraudulent' on Sep 20, 2017
A short seller has alleged Ubiquiti is 'completely fraudulent'. Ubiquiti's CEO has responded calling them 'clowns'. Here is the short...
Avigilon 'Blue' Cloud Entry Examined on Sep 19, 2017
Avigilon is moving to the cloud. The company announced their Avigilon Blue platform, designed to be a web-managed surveillance system, utilizing...
HID Buys Mercury Security on Sep 19, 2017
One of the biggest access control deals in years. Mercury Security, the most widely used access hardware OEM, and partner to 20+ manufacturers,...
Hikvision Backdoor Exploit on Sep 18, 2017
Full disclosure to the Hikvision backdoor has been released, allowing easy exploit of vulnerable Hikvision IP cameras. As the researcher, Monte...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact