SUPPORT TERMS

SUPPORT AND SERVICE DESK



If you have a support or service request, please get in touch by one of the email options below. Your request will be logged and we will respond to you as soon as we can. Most of the service requests can be dealt with remotely so theres not always a need to come to site, this makes it quicker and easier to fix your fault. We just need to know a bit about whats not quite right and we can get to work on it.

PLEASE CHOOSE AN OPTION FROM BELOW FOR SUPPORT :

I HAVE A SUPPORT PLAN

If you have a support plan in place then your call out charges are covered and you dont pay a call out fee or where applicable the cost of most faulty equipment. 

  Your support plan covers faults and failures of software and hardware. But damage, breakage and loss of password are not included.

As a supported client you also benefit from an annual service for your equipment and also an extended warranty. If you have a support plan, then report your fault below. Just click the link and it will take you to our online store, add the fault to your basket and checkout.



I DONT HAVE A SUPPORT PLAN

If you don't currently have a support plan then we will need to charge a call out fee plus any new hardware required. As an unsupported client we are unable to access your CCTV system remotely, so we will need to come to site to diagnose and repair. 

We will use your warranty to replace any failed equipment if you are within the 12 month warranty period. This may mean that you could be without the failed equipment until it has been replaced by your warranty. 

If you have don't have a support plan, then report your fault to the email address below. If you would like to take out a support plan then please contact us at
callout@perimetersurveillance.co.uk


HOW WE PROVIDE SUPPORT



What's Included

If you have a support plan, then most call outs are included and we don't charge a call out fee for most instances. You are covered for Faults, Hardware Failure, Software Failure and Reprogramming due to system or software failure. Your support plan does not provide cover for moving of equipment, adjusting equipment or relocation. Software support also includes our App software but doesn't include loss of password or breakage. A support plan is the best way to protect yourself against any unforeseen faults and the cost of those, as all hardware and software can be costly to replace and maintain. You also benefit from an additional years warranty for each year that you subscribe to our support plan consecutively and an annual service for all of your hardware for as long as you have a support plan in place.

How does it work?

If you need us to come to site to either add, move or change something then these are normally chargeable visits. We provide a 30 day period post install where you can ask us to come back and change settings, adjust and alter any of the services we have installed. Beyond that we recommend a support plan. We would prefer our clients to have a plan, so as we dont have to charge a call out fee. However everyone is different and we understand that. So if you do need to call us out then we charge on a per call out basis, if you dont have a support plan. If you dont have a support plan then after your 30 day period all visits are chargeable.  This would include loss of password or a password reset, change of hardware due to failure or damage and any software programming. Call outs are charged at £85.00 per visit for the fault reported up to 1 hour on site, then £40.00 per half hour up to 3 hours or a maximum of £325.00. Plus the cost to replace any hardware required.

Whats covered.

All of our hardware comes with a 12 month manufacturer warranty. If you have a support plan this extends for each year that you have a support plan in place consecutively with no end date. As we service your equipment annually we therefore warrant the equipment ourselves for as long as you have a support plan in place. Your manufacturer warranty is activated by us on the day of install. If you have a support plan then under your warranty, if you have a failure, we come to site, replace your hardware as soon as we can (as long as we have it in stock), and we take your faulty items away. We return the faulty items to the supplier and we will work with them to send us a new part. We simply then use the new part as  a stock item. So you get your equipment replaced straight away with no need to wait for the manufacturer to swap out or repair. The only thing that isn't included is damage or breakage and also hard drive(s) failure or electrical surges/failure or replacement connectivity such as cables.

How to report something

If you need to report a fault, the best and easiest way to do this is by selecting one of the options on our support page. It's always best to report via our website or via email. This also provides you with a trail so as you know how things are going. When you select the relevant option, an email will be generated, tell us whats wrong, include your address and click send. It will be sent to us, we will log it and raise a fault ticket number, and reply to you as soon as we can. If you have a support plan then you will be prioritised and we will confirm the next steps. If you don't have a support plan we will let you know what will happen next and the relevant call out fee payable. If you contact us by phone then we will note your fault but will also ask you to go to our website and send us a support ticket if possible.  This is all done to speed up the process and make sure we are servicing our clients to the best level that we possibly can.

What to expect

When we receive a support request or fault report we try to handle it as quickly as we can. We class faults as Low, Medium or High, depending on how much of your system is effected and also the risk. If you report the fault during normal office hours then we will pick up your fault by email and normally respond the same day to let you know that we have received your fault or request. If you have a support plan then we can normally remotely diagnose faults for software and some hardware issues without having to come to you. However there are instances where we have to come to you. We try to do this as quickly as we can. However we do prioritse. So for instance if you have immediate failure of your hardware and you have no CCTV or Alarm then we will prioritise this as urgent and look to get to you same or next day. But if you have lost the feed to 1 of your cameras or have lost your alarm fob, or can't log into your app then this is not deemed as urgent so will be treated as non-priority. We will still come to site but it may not be the next day. We are only able to service requests that are sent to us via the support portal above, and therefore we don't action support requests sent via text or Whatsapp. This is purely because phones can be switched off and we may not get your message. So please always send us a support request.

Report a Fault

What we support

To see what's covered and our terms and conditions for support, we recommend that you read the FAQ section below. We would recommend that you refer to it whenever you need to ask for support so as you can see what is covered. Please select the relevent section from below to expand the information.

WHAT'S COVERED UNDER YOUR SUPPORT PLAN

Below we have detailed as best we can, what is included in your support plan and what isn't covered.

  • CABLING

    Where we have installed any cabling ourselves, then this is sometimes covered under your support plan. Where there is damage or a cable has been broken by a third party then this will not be covered. If cabling fails, then we will look to replace this if it has failed due to our error or where it has failed due to wear and tear. This includes ethernet cables where we have supplied them, but not where this has been changed by you or another party. If a third party changes or moves/removes any cabling and then as a consequence you lose service, then this will be chargeable, so please always check with us first that any cables can be removed or unplugged. We warrant the cabling for the duration of your support plan, and we service your cabling annually as part of your annual service to ensure they are in good condition.

  • HARDWARE

    Hardware is covered whilst under warranty and whilst you have a support plan in place. We cover your hardware for sudden or unexpected failure. An example of this would be where your camera stops working or your alarm sounder no longer works. Your warranty will be used to replace the hardware in the first 12 months and is covered by us for as long as you have  a support plan. So, most instances or failures are covered. However, we don’t cover failure or loss due to damage, removal other than by us, tampering or failure due to a power cut. We always use your mains for powering our hardware so this will protect the equipment where you have a power cut. However where you have used an extension cable, we always recommend a surge protector to prevent any hardware failure. Also, if a third party has removed, tampered or moved your hardware then this is also not covered. Please contact us for advice on what to do if you need to relocate, move, or unplug your hardware.

  • SOFTWARE

    Software for your devices is covered by us. We will regularly update your software remotely. There are instances where software can fail, and we have to wait for the manufacturer to update, but we will do our best to keep you online. We may revert you back to a previous software version if you are having difficulty. Please be aware that any programming change that you make to the software can cause us to not be able to remotely diagnose, so before you make any changes check with us first so as we can advise.

  • APPS AND SMART DEVICES

    Your HikConnect app is supported by us as long as it is connected to a broadband service. Your device must also be connected to the internet with the ethernet cable that we provided and also with the settings that we used. If these settings are changed or tampered with then this may be chargeable. We need to be able to see your hardware to support the HikConnect app, so please ensure your broadband is connected. If you need to change phones then we can assist you with a new app set up on your new device. Please don’t make any settings changes in your app unless you check with us first as you may make a substantial change that we are unable to correct.

  • PERIPHERALS

    These are covered as hardware, but not where damage or third-party tampering or removal has been the cause.

  • PROGRAMMING

    This is covered if it can be done remotely. Where we are unable to do this remotely, we will come to site as soon as we can. Please report this via our support page. If you have a support plan then most programming is covered. If you don't have a support plan then this will be chargeable based on a site visit.

  • CONNECTIVITY

    We are unable to support any connectivity unless supplied by us. Therefore, any broadband service or data service provided by a third party is not covered. If you have difficulty with connectivity, then you should speak to your provider. We install all equipment on the basis that connectivity is in place and before signing off your install all equipment is working. Any charges to connectivity can affect your hardware and software so please check with us before you make any changes to your connectivity. We are also unable to support smart devices. Any integration on smart devices is based on the ability of that device and its connectivity. Always ensure your smart devices are running the correct software and that your device is compatible with our apps.

  • 30 DAYS FREE POST INSTALL SUPPORT

    As part of our commitment to you we provide a 30 day free support cover which starts the day after your installation. We do this to provide you with the opportunity to ask us to get your system just right within a 30 day period. During this time we will programme, alter, adjust, replace and relocate your equipment free of charge. We may not be able to do this straight away as we still need to support our existing clients, but we will try as soon as we can to support your request. Please use this free period to get your system as you need it before we hand it over to you. After your free period you can then take out our support plan and we will continue to remotely support or just call on us if you need us. Please be aware that if you don’t have a support plan then we release the site to “you” to support so we will disconnect our support portal from your hardware and we will no longer be able to see anything remotely. We then therefore have to attend site. The site is handed over to you automatically on day 31 following your installation. Our standard call out charge is £55.00 per visit up to half a day (before 12pm) plus any hardware that may be required.

    As we use very sophisticated and high end software, we are able to diagnose and see nearly all activity with regards to the use of hardware and software. So we are able to diagnose what has happened and the cause and effect of that very accurately. This is to ensure that we offer you the very best support experience.


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