SECURITY SYSTEM SUPPORT
BECAUSE WHAT GOOD IS A SECURITY SYSTEM WITHOUT WORLD-CLASS SERVICE AND SUPPORT!
Don’t settle for less than 24x7x365 LIVE access to your security contractor.
STS360 has a team of security staff on-call all times of the day and night because we know your security is critical!
SUPPORTING OVER 20,000 DEVICES
At STS360 we continue to support over 20,000 devices, on current warranty and service contracts, because our customers trust in us year after year to maintain their security systems at peak performance.
We have designed a customized approach to our support programs because every organization’s needs are unique. From traditional service packages to more proactive remote systems health management we work with you to create a solution that matches your needs to your budget.
Our security system installations come with a minimum of One Year Service Contract, with options to extend through 10 years after installation.
WATER TIGHT WORKFLOW
All projects, service contracts, warranties, and cases are managed through our ConnectWise Service Portal so they can be accessed anywhere at any time.
Our field technicians are outfitted with smartphones and or tablets so they can access all details of not only the case they are working on but all related cases and projects and related documentation.
Through ConnectWise, technicians can also access troubleshooting steps, manuals, software updates, training videos, and other valuable resources that allow them to get your system back up to full functionality quickly and efficiently.
All service cases are logged immediately and you are given a case number to track from the beginning of your service through completion.
SUPPORT CONTRACT OPTIONS
UPGRADE TO ADD THESE PREMIER FEATURES TO YOUR SERVICE CONTRACT FOR A UNIQUELY SPECTACULAR EXPERIENCE:
- Online Secure Portal to View Service Cases and History
- Online Secure Portal to Access Training and Troubleshooting Videos
- Online Secure Access to Encrypted Digital Documentation
- Remote Health Diagnostics & Event Monitoring
- Remote Systems’ Management & Updates
- Proactive Dispatching Before You Even Know There’s a Problem
- Repair / Replacement of all Hardware Even if Caused by Normal Wear and Tear*
- Monthly Reports with Details on all Devices and Dispatches
- Spare Stock Equipment and Loaners
- 4 and 8 Hour Response Times
- End of Service Contract Term Assessments and Recommendations
Increased accountability, transparency & efficiency are the hallmarks of our customer service experience.
SUPPORT CONTRACT TIERS
Tiers may be customized within their parameters.
|Random Drug Testing|
|CJIS Background Checks|
|Online Service Portal|
Standard Care Plan
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.
Dedicated Care Plan
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.
Coordinated Care Plan
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.
Managed Care Plan
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.