Why Service Agreements Are Important

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Choosing an Integrator to install a security system goes beyond the design and installation. End-users should expect to have some regular maintenance throughout the lifetime of the system. 


A state-of-the-art, sophisticated security system needs a degree of attention and TLC for as long as the system is active and in use. After all, security is all about identifying threats and managing risks, and that should include the security systems and equipment themselves. 


Everything can break or wear out at some point. Therefore, when shopping for an Integrator, it’s critical to also consider what comes after the installation.


What ongoing maintenance is required or recommended?

What’s the protocol for getting repairs done?

How do I know my system is still working the way I expect it to?


This is where service agreements come into play. Service Agreements ultimately define the long-term relationship between the Security Customer and the Security Integrator. 


Benefits of Service Agreements 


Financial Savings & Cost

With a Service Agreement considered before committing to an Integrator or to an installation, an End-User will have a better understanding of Total Cost of Ownership (TCO). This facilitates a more accurate financial projection of the associated costs not just for the installation, but also for the long-term. Buyers could unknowingly install a cheap system with an expensive long-term maintenance requirement. Accurate projections will allow for more reliable budgeting, resource management and staffing. 


When components fail without a Service Agreement in place, repairs can become very costly and will include time & materials. This factor alone is enough to justify a Service Agreement, which will typically pay for itself in repair cost savings.


Expert Technical Support

A quality Service Agreement from a reputable company ensures you’ll get access to trained technicians who understand your exact equipment setup. Because the company engineered and installed the system, they have first hand experience and understanding of the system, inside and out, better than anyone else. 


Additionally, the team of technicians that installed your system, will come from an Integrator that also understands your business sector or field, which would include: 




Product Quality

When individual components are tested and maintained properly, they function at optimum levels for their expected life cycle, and maintain the expected performance level of the overall system. For example, IP video cameras may require periodic firmware or software updates. The cameras also should receive periodic cleaning to ensure the best viewing capabilities; dirty lenses yield poor images.


Integrated security systems involve using multiple products and components from different manufacturers. A clear knowledge of how each component of the system works is always considered by your Integrator,  and this level of functionality remains the primary goal when you choose to enter into a Service Agreement with that Integrator. 


Although most individual components include some kind of manufacturer’s warranty, it is typically insufficient coverage to properly protect the entire system, may be limited in scope and coverage, and often requires an unacceptable time-line for repair or replacement.


Peace of Mind

The full features, benefits, and reliability of the entire security system is more likely to be realized by End-Users with a reliable and quality Service Agreement in place. This also means that End-Users will be more appreciative of the quality of their installed security products. 


End-Users and facility supervisors can also demonstrate to senior management that they’re taking every possible step to ensure the reliability of the security system and the associated investment, along with assuring the safety of employees and assets. 


Elements of a Service Agreement 


A Service Agreement will outline the on-going relationship and responsibilities between the Security Integrator and the End-User. Service Agreements often vary significantly from Integrator to Integrator, so it is very important to fully understand exactly what your service agreement includes, and what it may exclude. Most Service Agreements will include some common elements, such as: 


  • Scheduled Periodic inspections
    • Deficiency reports and test reports to accompany inspections


  • Routine Maintenance: planned and scheduled to check the status of the entire system
    • When will maintenance occur
    • What will get cleaned or serviced


  • Non-emergency Repairs: 
    • Procedure to repair  
    • Turnaround Time 
    • Cost to repair


  • Emergency Repairs: 
    • Front-of-the-line preference


  • Invoicing
    • Detailed description of service performed
    • Site supervisor that signed off on the work
    • Documentation submitted to Account holder


California Commercial Security strongly believes that Service Agreements are a critical component for ensuring that a customer’s security investment continues to operate as expected. When our Service Agreement customers call us they receive priority scheduling, we measure the amount of time they’re on hold, how long before a technician arrives on site and the time it takes to resolve the original service problem. All of those numbers are monitored to ensure our clients continue to recognize the value of our power Service Agreement program.


California Commercial Security 

Integrating San Diego Security Systems for over 25 years. Providing customized, unique solutions specific to each commercial client, for any size needed. From Access Control to Video Surveillance and everything in between. Serving a variety of verticals and DEA & FDA compliant for health & life science applications.