With so many purchase options available for security and surveillance equipment solutions, service and support considerations may sometimes take a back seat to price, features and product quality. However, for mission-critical applications such as key control and asset management, service and support of the equipment needs to be a top priority. Protecting the investment, along with the safety and security of people and assets, starts with good service and support.
Service contracts cover a variety of offerings but at a minimum the following three topics should be included for optimum support of a key control and asset management system.
Fast Service – If or when there is a problem, no one wants to hear a vendor’s voice mail recording saying how much your business is appreciated and that a representative will call back promptly. Assistance needs to be live and it needs to be easy – and there shouldn’t be a limit on the number of times a user can request assistance. If new parts are required, the policy should state how soon they can be shipped and at what charge. Ideally, next day shipping and no charge parts replacement should be covered.
Software Upgrades – New software functionality is continually developed for key control systems to better enable management to track key usage practices and benefit from time-saving features. Automatic, no-cost upgrades for functions such as customized and scheduled reports, automatic email notifications and advanced key reservations that are included in the service package add value to the system and offer a practical and worry-free approach to keeping the system current and efficient.
No Hidden Charges – When purchasing an optional service or maintenance contract, be sure that the calculation includes all costs up front. For instance, if a site visit is needed is the cost of travel to and from indicated? Is product training included in the sale price or is it only available as a purchased add-on? How many visits are included in a maintenance contract? Contract language should clearly spell out what is included, price and billing frequency.
The importance of making sure that an organization’s key control and management solution is up and running at all times makes service and support vital components of that solution.