Service ********* ********
******* ********** **** *** customer *** ******* ** predictable ***** ** **** their ****** ** *** running. **** ******* *** regular ************ *********** *** software *******, *** ****** the ****** **** *** customer ** **** ***** system ***********.
First **** ******** **. ******* *********
**** ***** ** ** customary, ** ******** ******** as **** ** * bid ** ***** ***********, to ***** * *-**** warranty ** *** ********* systems. ***** ** ***** warranties ****, *** *** generally ******** ** ***** failures ** *********** (**: a ***** **** *** terminated **********), ** ******** product ********.
********** ***** **** ******** times ** **-** ****** to ****** ***** ******* Agreements *** **** ********.
*** * **** ******** will ********* *** ***** things **** ********** *******, cleaning ******/********/*********, ** ******** focus ** *******.
* ******* ********* *** therefore ** **** ** addition ** ********* * 1 **** ********. ** some ***** *** ********** may ****** ** ******** the ******** *** *** first **** ** ******* for *** **** **** some ***** ******* ***** would ******* ** ******* during ******** ******** *****.
Standard **********
***** ***** ** *********** no **** ***** ** a "********" ******* *********, there *** **** ***** that *** ********** ****.
************ *********** ** ********* annually ****** ********* ********* more **********.
************ *********** *** *****:
- ***** ****** *** ******** and ***** *** ****** focus
- ****** ****** **** *** error ******** *** ******* conditions
- ******* ********** ******** ******* and *******
- ***** ****** *** ******** to ****** ********* *** secure, **** ** ****/*********
- ***** ****** *** ********** for ***** ** **********, damage ** ***** **********
- ***** ******** ******** **** as ****/****, ********* ********,
- ******** ****** ******** ** video **** ******* *** nighttime ** ****** ********* is ******* *** ****** are ********** ** ********
- ***** *** ******* ******** with ** *** ******* for ****** *********
- ******* *** ****** ******* or **********
- ***** *** ******* *********** as ********* (*******, *********, etc.)
************ *********** *** ****** control:
- ***** ***** ******* ** access ******* ****** *** proper ********* (**: ***** and ****** ******* *******)
- ***** **** *** ***** of ****** *****, **** doors, ** ***** ****** and ***** ** ********* of ******** ********* ** appropriate
- ***** **** ******** *** credentials **** **** *** been **** *** ** least ** **** ** other *********** **** *** be ******** *** ************ and ***** ** ********* of ******** ********* ** appropriate, *** ******/********** ***** credentials ** **********
- ****** ****** ********* ** emergency ****** *****
- ****** ****** ******** **** local ****/******** ***** ** applicable
*******/******* *****:
- ********* ***** *******
- ********** ****** ** ****** field ** **** (********* with * ***** ** 1-2 ***** *** **** time *** ******)
- ********* ****** ******* *******
- ******* ******** ******** ** new ******** ********* ** part ** ******** ********
Standard **********
***** ************ ******** ** part ** *** ******** can ** *******, *** are ********* ***** ** protect *** ********** **** extreme *****, ****** ******* by *********, ** ********* where * ******** ***** attempt ** **** ********* of *** *********.
- ***** *** ****** ******, lifts, ******, ***********
- ********-******* ** ********* ********* or *** *** **********
- ******* *** ***** ******* issues
- ********* ******* ** **** of *** - ********, storms, ******, *****, ***.
- ********* ******* ** *******, Pests
- ********* ******* ** **********, misuse ** *********** ****
- *** ********* *** *********** at **** ********* ** initiated
- ********* ***** **** * (typically *-* *****) ** no ****** ********* ** manufacturer
List ** ******* *******
******* ******* ** **** of *** ********* ****** be ************ ****** ** avoid ****** *********. ** some *****, *** **** large *******, ** *** not ** ********* ** maintain **** * ******** list *** ** *** include **** ***** (*******, workstation) *** ******/****** ** cameras *** ***** ******** covered.
Coverage *** ******** *****
******* ********** ***** ******* 24/7 ********, ********* ********. If *** ** *** currently **** ** **-**** arrangement *** ***** ** will ****** ** ********* to *** ********* ** to ****** ******* ***** get ******** *******.
** ******* ******** **** of *-* ***** ** common, **** * ********** for ** **-**** **** within *-* ***** ***** initial *************** *** ***************, and * ***** ********** time ** **-** *****. Guaranteed ********** ***** **** often ******* *** ********** to ******** ***** *** spares *********.
Inventory ** ***** *********
** ***** ** ****** covered ******* *** ** made *********** ******* **** a ****** ***** *********** should **** ***** *******, servers/NVRs *** ****** ******* equipment ** ***** *** inventory.
*** ***** ********* * provision *** ** ***** for ******** ****** ** be **** ** *** customers ******** ** ****** faster/easier ****** ** **-**** technicians. ** **** ** done *** ********* ****** at *** ******** **** should ** **** ** a ****** **** ** cabinet *** ******* ********** as ******** ** *** integrator.
*********** *** ********* **** service ********** **** ******* from ************* ** * smaller ****** ** *************, so **** ****** ********* can ** **** ** lower ******.
Other ***** ******* **** ******* **********
******** ***** *** ** offered ** * ******** for ********* **** **** active ******* **********. ******** for ****** ********* *** also ** ********** **** an ****** ******* *********, but **** ********* ******* that ******** ** ************* added ** *** *********, and ***** ** **** agreement ***** **** *** contract ** ** *** renewal.
Service ********* ******* *** *****
********* * ********** ** total ****** ***** ** used ** *** ****** price ** * *********** agreement. *-**% ** ****** for * ***** ********* that ******* **** ** annual ********** *********** *** next-business-day ******. ***** ** high ** **% ** system ***** *** **** for ********** **** ***** 24x7x365 ******** ** *** issues.
***** *** ********* * year *******, ****** ****** terms ** *-* ***** should ** *******, *********** with * ***** ********, to ****** * ****-**** agreement ** *****.
***** ********* ****** ** expected, *** ***** ** the ********. *********** ****** with *********** ***** ******** *******. **** ****** the ********* **** ** labor *** ********* **** time.
Other ******** ** ******* **********
*** ****** ************ *********** checks ******* * **** opportunity ** *** ********** in ***** ** **** customer. **** ****** ** opportunity ** ****** *** changes ** ***** ********** that **** ******** ** the **** **** *** propose ****** ************ ** upgrades ** **********.
Downloadbale ****** *********
**** *** ******* * sample ******* *********** *** ** * template *** ******** **** own ******* **********. *** are **** ** **** and *** **** *** your *******.
**** ********** ********* **** with * ****** ***/** accountant ** **** ****** that *********** ***** ********** requirements ****** ******* ********* and **********. ** **********, contract ******* *** ************ terms *** **** ** state ** *******.
Comments (20)
Undisclosed Integrator #1
“Typically a percentage of total system price 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.
Couple questions from a service newbie about the above points. First, what items are considered part of total system price? Just the hardware, install of hardware and programming? Not cable and conduit I assume?
What outside of preventative maintenance is covered typically with the 8-10%? Replacement hardware and labor (assuming hardware is out of warranty)? Or just labor?
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Steven Wirz
Outstanding, thank you. I remember a few discussions about this awhile back but this really condenses things for us REALLY small guys.
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Undisclosed Integrator #2
We have one with very similar language but more of a deep dive which includes explanations and scenarios of covered vs. non covered. And obviously we include detailed information on how to initiate a Maintenace request, how we monitor plus what I'll just simply call our competitive edge with our contracts and how we arrive at the cost.
Since inception 2 years ago, Most have purchased them and those that haven't wished they did. For those that didn't it wasn't because they didn't think they needed it, it was because of some higher up finance person who simply denies all Maintenace contracts. That being said, we have yet to sell a "contract" to someone who we haven't done the full installation for. Haven't tried much but we have had the opportunity and they haven't gone anywhere. Probably because it's hard to value an existing install and meet that competitive price point.
The biggest problem we run into is customers who don't give us access to their network to troubleshoot remotely, this really needs to double the cost of a Maintenace contract but good luck with that. I just make it clear that you can still have your contract but your response time is best effort.
Now if only the devices were smart enough to not keep alarming for the same errors consistently. It's certainly not like monitoring an intrusion alarm when all you have is email and uneducated devices sending notices for everything. Our service tracker will probably be more complex with all the rule routing than the systems themselves.
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Undisclosed Integrator #3
Brian, I know this thread is a bit old but I wanted to know what the general consensus is on out of warranty equipment coverage.
1. Do Integrators offer to cover "anything" that breaks?
2. Is this marketed as "Extended Warranty" coverage?
3. What is the cost of this specific coverage on average?
4. How do you handle end of life products? Do you keep offering coverage forever?
Thanks.
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Jason Cruz Santos
Hi,
Great article!!
Can i just pay for the sample agreement? Im just a one man team.
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Undisclosed #4
very great article
thanks alot
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Rick Bolda
Really this agreement is not comprehensive I can't believe this is what you're providing not good a waste
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Undisclosed Integrator #5
Not sure that 2 hour response times is either possible or even practical. We have technicians sitting in traffic for over 3 hours to get to some service calls. And what about service schedule backlog? Is our company the only one who are scheduling service calls 3-4 days out on the calendar? We are in North Jersey and we do calls in the city that can take till noon just to get there. We normally charge a customer a premium in an annual service contract for a 4 hour response time on emergency calls and all others go to the best time slot we have on our calendar. Does IPVM have any data on how far out integrators are typically on their service schedules? Id be interested in seeing that data.
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Matt Buyukozer
Are you still charging hourly labor rate or trip charge for service calls or is that included in the monthly price?
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