Support
Our Approach to Service
By purchasing a security system, you are investing in technology to help automate your security operations and lower your operating costs. We recognize that your system is an "automation" system and, as a result, have designed our Service Department accordingly, with the primary focus on minimizing system downtime.
As part of our scope of work, CSI, INC. will perform maintenance on all components of your system using our own technical resources. We have developed our own in-house service expertise to increase our ability to resolve problems quickly, independent of a manufacturer's representative or the factory. We are your local single point of responsibility.
Technical Resources
To meet your service needs, we have equipped our Service Department with the following technical resources:
| • In-house Technical Work Force. Over the years, we have developed and nurtured a group of technical personnel who are trained to service integrated security systems. We continually train our personnel to keep current in the best techniques to service our systems.
• Spare Parts Inventory. To provide quick service, we maintain an extensive inventory of loaner replacement equipment. This enables us to bring your system online without waiting for replacement parts from our suppliers.
• Dispatch System. To manage our service contracts, we employ a Computerized Service Dispatch System. When you place a service request, our dispatch operator will access your account on the computer and identify which technical personnel are assigned to your account. This system maintains a database record on your account, including contract coverage information, system description, recent service history and list of authorized client representatives.
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Maintenance Service Response Time
CSI, INC. will respond to all service requests within one day. Most problems will be corrected within two hours after a technician arrives at your facility. Within 24 hours following notification of a problem, we guarantee that your service problem will be resolved. All non-functioning field equipment will be replaced with loaner equipment from our service inventory. *Assumes purchase of service agreement.
The Full Service Plan - Schedule of Services
| Availability: | Seven days a week, 24 hours a day. | | Response Time Range: | Four working hours following receipt of a service call by an authorized person. | | Response Status: | Priority response. | Defect Correctable
Response Time: | Defective equipment will be replaced with loaner equipment if available from our Service Pool. Resolution of the problem will be within 24 hours following the receipt of a service call. | | Parts Coverage: | All parts are covered as part of this plan. | | Labor Coverage: | All labor is covered under this plan. | | Instant Loaner: | We maintain a service pool of loaner equipment on most products specifically designed to support our Full Service Plan clients. If our field technicians are not able to repair a piece of faulty equipment at your location, then we will replace it with a loaner, keeping your system up and running. The defective equipment will be repaired at our facility, and returned to your site accordingly. | | Items Not Covered: | This includes damage caused by misuse, abuse, accident, disaster, fire, flood, water, wind, lightning, and Acts of God. In addition, items designed to fail in order to protect the equipment, such as power and/or lightning suppressors, are also not covered by this plan. | | Preventative Maintenance: | Quarterly |
Maintenance Support Capabilities
CSI will perform maintenance and warranty work on all components of your security system, using in-house technicians and software engineers. We have developed in-house experts so that our clients do not have to wait for a manufacturer's representative to solve problems. We are your single point of contact, so you do not have to endure endless repair delays while your suppliers sort out responsibility in the event that a problem occurs.
Training
Training is a critical component of every successful installation. CSI has an established training program, consisting of several technical personnel available to provide System Operations training. Training will be conducted at two levels: System Administration and System Operation. Depending on the needs of Your business, training will be conducted at our facility or on-site.
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