This one-year contract includes (dependant on cover level) all maintenance repairs, labour and equipment replacement (within the warranty period) necessary to ensure full operation of the Closed-Circuit Television System. The contract shall renew automatically at each anniversary until terminated in writing by either party. Each renewal shall be for a minimum 12-month period. Any proposed change to the content or cost cover shall be notified prior to such anniversary. Payment is due upon presentation of invoice.
Response Times
All breakdowns received by 10am will usually be attended to same day, or within 48 hours (Mon-Fri 09:00-17:00 but excluding weekends and public holidays). Between 17:00-09:00 Mon-Fri and at weekends and public holidays we will attend within 48 to 72 hours (12 Hour emergency response is available only on Gold and Platinum levels) For emergency response outside normal working hours (Mon-Fri 09:00-17:00) on Bronze and Silver a call-out charge plus a labour charge (at current rates) will apply.
Level of Cover Bronze
1.All callouts between Mon-Fri 09:00-17:00 (excluding weekends and public holidays) for equipment defect (except where specified are an exclusion). Outside of the hours covered an attendance and labour rate applies. For excluded items an attendance, parts and labour rate always apply.
2. Replacement parts for the security system caused by inherent defect without charge (within the warranty period), unless specified as excluded.
3. Any repairs that are subject to exclusion that are required to be carried out shall be charged additionally.
4. A 12-month (2 years for all Hikvision, Dahua, SPRO and Orisec) warranty will apply to all new equipment installed by PJH Electronic Security LTD, or otherwise as covered by this Contract.
5. Adjustment of cameras and lenses to maintain optimum performance. Where the camera has been supplied and installed by others, optimum performance will be limited to the capability of such equipment.
6. One routine service of the system per annum - report and recommendations where appropriate.
7. Off site remote fault monitoring (if system is networked)
Level of Cover Silver
1.All callouts between Mon-Fri 09:00-17:00 (excluding weekends and public holidays) for equipment defect (except where specified are an exclusion). Outside of the hours covered an attendance and labour rate applies. For excluded items an attendance, parts and labour rate always apply.
2. Replacement parts for the security system caused by inherent defect without charge (within the warranty period), unless specified as excluded.
3. Any repairs that are subject to exclusion that are required to be carried out shall be charged additionally.
4. A 12-month (2 years for all Hikvision, Dahua, SPRO and Orisec) warranty will apply to all new equipment installed by PJH Electronic Security LTD, or otherwise as covered by this Contract.
5. Adjustment of cameras and lenses to maintain optimum performance. Where the camera has been supplied and installed by others, optimum performance will be limited to the capability of such equipment.
6. One routine service of the system per annum - report and recommendations where appropriate.
7. Emergency call-out facility.
8. Off site remote fault monitoring (if system is networked)
Level of Cover Gold
1.All callouts between Mon-Fri 09:00-17:00 (excluding weekends and public holidays) for equipment defect (except where specified are an exclusion). Outside of the hours covered an attendance and labour rate applies. For excluded items an attendance, parts and labour rate always apply.
2. Replacement parts for the security system caused by inherent defect without charge (within the warranty period), unless specified as excluded.
3. Any repairs that are subject to exclusion that are required to be carried out shall be charged additionally.
4. A 12-month (2 years for all Hikvision, Dahua, SPRO and Orisec) warranty will apply to all new equipment installed by PJH Electronic Security LTD, or otherwise as covered by this Contract.
5. Adjustment of cameras and lenses to maintain optimum performance. Where the camera has been supplied and installed by others, optimum performance will be limited to the capability of such equipment.
6. One routine service of the system per annum - report and recommendations where appropriate.
7. Emergency call-out facility.
8. Offsite remote fault monitoring (if system is networked)
9. 12 Hour emergency response
Level of Platinum
1.All callouts for equipment defect (except where specified are an exclusion). For excluded items an attendance, parts and labour rate always apply.
2. Replacement parts for the security system caused by inherent defect without charge (within the contract period), unless specified as excluded.
3. Any repairs that are subject to exclusion that are required to be carried out shall be charged additionally.
4. A 12-month (2 years for all Hikvision, Dahua, SPRO and Orisec) warranty will apply to all new equipment installed by PJH Electronic Security LTD, or otherwise as covered by this Contract.
5. Adjustment of cameras and lenses to maintain optimum performance. Where the camera has been supplied and installed by others, optimum performance will be limited to the capability of such equipment.
6. Two routine service of the system per annum - report and recommendations where appropriate.
7. Emergency call-out facility.
8. 12 Hour emergency response
9. Off site remote fault monitoring (if system is networked)
The following exclusions apply:
1. Defects or alterations to the security system caused by or arising from any circumstances beyond the control of the PJH Electronic Security LTD. For example, fire, flood, lightning, act of God, war, civil disturbance, malicious damage, vandalism, negligence, interference, modification to the premises, misuse, or failure to operate the security system by the subscriber or any other persons. The cost of repairs or replacement due to defects of the security system caused by environmental conditions or processes not normally found at the premises or introduced after the contract start date. Bulbs, lighting elements, and lighting units are excluded and shall be chargeable.
2. Malfunctions due to mains power supplies, power spikes, corruption or interruption or fluctuation or radio interference, nor the replacement of equipment damaged by such. The cost of a call-out to attend a fault or resetting of equipment by any person other than PJH Electronic Security LTD.
3. Internal and external cable damage either over or underground.
4. The addition of any none PJH Electronic Security LTD authorised software, changing any programme settings or equipment move, replacement or addition.
5. Consumable items such as lamps (infra-red or otherwise) and DVD/CD Discs etc.
6. Hiring of scaffolding, hoists or other specialised climbing apparatus will be charged to the subscriber when such equipment is required. The maintenance programme assumes that all parts of the CCTV system are at such height as to be accessible safely using secured steps or ladders, as per our Health and Safety Policy.
7. Equipment stolen or damaged.
8. The effectiveness of existing equipment supplied by others is excluded.
9. The effectiveness and reliability of existing cabling by others is excluded.
10. Repositioning of cameras is excluded. The Repositioning of cameras to be sanctioned carried out and changed additionally.
11. ISDN, BT Telephone line fault and user error.
12. ASDL/SSDL broadband line fault or service outage router changes or firmware upgrades
13. It is the sole responsibility of the customer to arrange insurance of the equipment specified in this quotation against theft or damage.
14. Setting up any phones, tablets or computers after the installation completion date
