STS360 offers the Standard Care Plan which stands as a break/fix agreement between the OWNER and STS360. STS360 will provide 1-Year onsite labor warranty on all STS360 provided hardware and labor and integration services are warranted through STS360 from the date of final acceptance. It will not include the cost of parts and labor for OWNER not adhering to the standard terms or outside of specified terms and conditions of this contract.  Existing parts installed by STS360 will be serviced according to their existing manufacturer’s warranty; components not installed by STS360 and outside the terms of Manufacturer warranty will be quoted via DIR Line Item pricing and subject to Purchase Order.  Service calls will be billed when these incidents are approved by both parties. In the situation a technician is required for servicing the existing systems, the OWNER may contact STS360 24/7/365 by calling the STS360 Technical Support Group. Technicians dispatched during Normal Business Hours 8AM-5PM Monday through Friday; Weekend, Holiday, and After-Hours may be subject to additional charges to be discussed and agreed upon prior to dispatch of work.

STS360 seeks to raise Industry Standards by offering the STS360 Dedicated Care Plan, which provides Clientele with (2) dedicated Security Specialists. These Specialists are under the work direction of the OWNER on a full-time basis while reporting all Service/Maintenance Activity to STS360 for internally monitored performance metrics.  STS360 facilitates the Human Resources and Staffing Requirements, ensuring CJIS Compliance and Randomized Drug Testing. Dedicated Security Specialists are enrolled in Continued Education Units for training quarterly through STS360 and maintain a relationship with OWNER’s Project Management and Coordinators. OWNER may add dedicated Security Specialists as needed (SEE Cost Proposal).  Specialists may be subject to replacement based on failure to meet performance metrics, engagement in a personal relationship with someone employed by OWNER (unless otherwise mutual), or invalidation of CJIS Compliance Status. 

In acceptance of the Coordinated Care Plan, OWNER receives in addition to the (2) Dedicated Security Specialists of the Dedicated Care Plan, (1) Dedicated STS360 Service Coordinator. When OWNER enrolls in the Coordinated Care Plan, STS360 Service Coordinators oversee, direct, and schedule work for the Dedicated Security Specialists (SEE EXAMPLE: HARDWARE SUPPORT/PROCESS FLOW).  STS360 Service Coordinator’s main role is to interact with the OWNER PoC that manages the Total Maintenance and Warranty Schedule of Security Systems throughout the Organization. The STS360 Service Coordinator provides daily reports and updates on the Dedicated Technician’s progress and findings while ensuring Ticket Systems for OWNER and STS360 Internal are actively updated.

For premium, managed service, the Managed Care Plan provides the OWNER with an oversight seat on the STS360 Case Management System, (1) Dedicated STS360 Service Project Manager, (1) Dedicated STS360 Service Coordinator, and (3) Dedicated STS360 Security Specialists. This highly capable team of (5) manage the day to day operations and maintenance of all OWNER’s Physical Security Processes extended to and agreed upon by STS360 (SEE Assumptions and Exceptions).
The STS360 Service Project Manager is assigned to engaging with the OWNER as a conduit between STS360’s Service Department and the OWNER’s Organizational Divisions or Departments, preparing reports on command, preparing the OWNER’s Maintenance Schedule by urgency or OWNER Priority, tracking and preparing Maintenance and Warranty Documents for the OWNER, processing the Warranty Paperwork with Manufacturers, monitoring the STS360 Service Coordinator, ensuring a regularly filled schedule for the Dedicated Security Specialists, and maintaining relationship satisfaction within OWNER Departments/Divisions.  The STS360 Service Project Manager’s primary role is to manage Service in Full-Time, for the OWNER, and be the on-call responsible party in time of need.