Maintenance: Customer Care Plans
The Customer Care Plan is the designation given to our maintenance and service agreement. We offer two levels of service: Standard and Elite.
Standard is the level given with all ADS sales, in and out of warranty. It describes our basic service.
Elite is the paid level of service. It guarantees our quickest response time as well as other discounts and perks.
See the descriptions of each Customer Care Plan below:
Standard Customer Care Plan
| Service | Surveillance | Access Control | Intrusion Alarms |
|---|---|---|---|
| Monthly Cost: |
$50/Server *Subject to server and NVR capabilities and network connectivity |
$75/appliance/system *Subject to server capabilities & network connectivity |
$25/Account (8 zones or less) $50/Account (More than 8 zones) |
| Management: | ADS will assist with the addition of new users and adjustment of camera settings. | Identity & token management, door settings, adding users, creating schedules. | Adding users, schedules, running reports. |
| Health Monitoring Monthly Reporting: | Monitors outages, camera connectivity, RAM/CPU, Hard Drive, RAID usage alerts. | Notifications for appliance & hardware outages. | Notifications for zone troubles/bypassed zones. |
| Monthly Summary Report: | Includes retention time, server uptime, camera connectivity. | Summary of completed backups, online status & number of requests completed. | Summary of troubles & alarm history. |
| Maintenance: | Monthly site settings backup. Minor version Upgrades completed. | Weekly transaction and configuration backups – kept for 30 days. Minor version upgrades completed. | Daily timer test monitoring. |
| Card Printing: | Discounted card printing* |
★ Elite Customer Care Plan
| Service | Surveillance | Access Control | Intrusion Alarms |
|---|---|---|---|
| Monthly Cost (includes Standard Plan): |
$8/Camera + $8/server *Subject to server and NVR capabilities and network connectivity |
$12/door + $90/appliance/system *Subject to server capabilities & network connectivity |
$5/zone + $15 panel + $25/account (under 8 zones) $50/account (More than 8 zones) |
| Maintenance: | Includes two site visits for camera cleaning per year. | Service calls on ADS-provided hardware, troubleshooting, issues with panels. | Includes one trip to replace all device batteries per year (batteries not included, 20% MSRP discount) |
| Daily System Monitoring: | Monitors outages, camera connectivity, RAM/CPU, Hard Drive, RAID usage alerts. | Notifications for appliance & hardware outages. | Notifications for panel issues & battery status |
| Warranty Discount: | 15% MSRP discount on out-of-warranty products. | 15% MSRP discount on out-of-warranty products. | 15% MSRP discount on out-of-warranty products |
| Response Time: | 1-2 business day response time for on-site service | 1-2 business day response time for on-site service | 1-2 business day response time for on-site service |
| Emergency Service Calls: |
15% discount on emergency service call labor (Standard emergency labor cost: $250.00/hour) |
15% discount on emergency service call labor (Standard emergency labor cost: $250.00/hour) |
15% discount on emergency service call labor (Standard emergency labor cost: $250.00/hour) |
