iCU After Sales Service Agreements Introduction

All products and services provided by iCU carry a minimum of 1-year warranty, for a minimal additional charge this can be extended for a further year.

iCU are also able to provide a range of service and call-out agreements to suit your particular circumstances. There are 3 standard levels of service; Bronze, Silver and Gold. If these levels fail to meet your specific requirements then, you are able to choose from a shopping list of service options, so as to provide the most effective package at the most viable price.

“ Setting new standards in customer service and quality”   

Standard Service Level Agreement 1:

Bronze Service Agreement                         

1.1 Building Control Systems

Access to our telephone helpline. We will assist with any technical/operational queries you may have.

You have available, up to five telephone calls to the helpline, during the duration of the service contract, free of charge, between the hours of 9:00am and 5:00pm, Monday through Friday. After which time, a charge for this facility will be made for each additional call.

A visit will be made to site during the 12 month contract period. During this visit our engineer will; 

	Check that all communication links are functioning and free from error.
	Check and clean disc drives, keyboards and monitors.
	Carryout backup procedure for system disc drive.
	Check visually, graphics or system point display.
	Check integrity of PC software.
	Check security and integrity of outstation cabling and that fuses are correctly rated.
	Visually inspect the outstation enclosure for damage or ingress of moisture.

All faults found will be detailed in a written site report.

This agreement covers labour only any part replacements will subject to an extra charge which will detailed to you for approval to proceed.

Access to our telephone helpline. We will assist with any technical/operational queries you may have.

You have available, up to three telephone calls to the helpline, during the duration of the service contract, free of charge, between the hours of 9:00am and 5:00pm, Monday through Friday. After which time, a charge for this facility will be made for each additional call.

Standard Service Level Agreement 2:

Silver Service Agreement                         

2.1 Building Control Systems 

Access to our telephone helpline. We will assist with any technical/operational queries you may have.

You have available, up to five telephone calls to the helpline, during the duration of the service contract, free of charge, between the hours of 9:00am and 5:00pm, Monday through Friday. After which time, a charge for this facility will be made for each additional call.

A visit will be made to site during the 12 month contract period. During this visit our engineer will; 

	Check that all communication links are functioning and free from error.
	Check and clean disc drives, keyboards and monitors.
	Carryout backup procedure for system disc drive.
	Check visually, graphics or system point display.
	Check integrity of PC software.
	Check security and integrity of outstation cabling and that fuses are correctly rated.
	Visually inspect the outstation enclosure for damage or ingress of moisture.
	Visual inspection of all sensors.
	Calibration check of all devices against O&M manual and re-calibrate as necessary.
	Check safety interlocks, (if available for test) operate to system design criteria.
	Visually inspect cable termination and glanding.
	Check all actuators through a full stroke cycle by simulation or signal injection.
	Check linkages.
	Check all devices for correct response to control signals.
	Check control sequences as detailed in O&M manual.

All faults found will be detailed in a written site report. 

This agreement covers labour only any part replacements will subject to an extra charge which will detailed to you for approval to proceed.

You have available, up to three telephone calls to the helpline, during the duration of the service contract, free of charge, between the hours of 9:00am and 5:00pm, Monday through Friday. After which time, a charge for this facility will be made for each additional call.

One visit will be made to site during the 12 month contract period. During this visit our engineer will;

	Check camera housings for damage and/or contamination or ingress of moisture.
	Ensure, where applicable, that thermostats and heater units are operating correctly.
	Check the security of the camera mounts.
	Survey cable runs for damage or inadequate fixings.
	Visually inspect all peripheral items of equipment.
	Review camera focus and position. (particularly important if the field of view has changed since installation)
	Ensure connection(s) to the monitoring facility are clean and secure.
	Replace fuse in local power supply.
	Test overall system for correct operation and performance.

All faults found will be detailed in a written site report.

This agreement covers labour only any replacement of parts will subject to an extra charge. Any such costs will be detailed to you for approval prior to us proceeding.

This agreement does not cover for a) any faults or servicing of the user’s television set(s) where the display point for the cameras is the user’s existing television screen(s) or b) the replacement of video recorder heads, which is recommended by manufacturers to be carried out every 12-15 months in time-lapse recorders.

Standard Service Level Agreement 3:

Gold Service Agreement                         

3.1 Building Control Systems

24 hour/363 day per year call out facility with guaranteed 8 hour response time.

Full parts and labour cover for all systems covered by the service agreement.

Access to our telephone helpline. We will assist with any technical/operational queries you may have.

You have available, up to fifteen telephone calls to the helpline, during the duration of the service contract, free of charge, 24 hours per day, 7 days a week. After which time, a charge for this facility will be made for each additional call.

Two visits will be made to site during the 12 month contract period. During this visit our engineer will; 

	Check that all communication links are functioning and free from error.
	Check and clean disc drives, keyboards and monitors.
	Carryout backup procedure for system disc drive.
	Check visually, graphics or system point display.
	Check integrity of PC software.
	Check security and integrity of outstation cabling and that fuses are correctly rated.
	Visually inspect the outstation enclosure for damage or ingress of moisture.
	Visual inspection of all sensors.
	Calibration check of all devices against O&M manual and re-calibrate as necessary.
	Check safety interlocks, (if available for test) operate to system design criteria.
	Visually inspect cable termination and glanding.
	Check all actuators through a full stroke cycle by simulation or signal injection.
	Check linkages.
	Check all devices for correct response to control signals.
	Check control sequences as detailed in O&M manual.

All faults found will be detailed in a written site report.

This service level covers labour, replacement of parts supplied under our initial contract. Work on any other items not of our supply will be subject to an extra charge. Any such costs will be detailed to you for approval prior to us proceeding.

3.2 CCTV & Surveillance Systems

 24 hour/363 day per year call out facility with guaranteed 8 hour response time.

Full parts and labour cover.

Access to our telephone helpline. We will assist with any technical/operational queries you may have.

You have available, up to five telephone calls to the helpline, during the duration of the service contract, free of charge, between the hours of 24 hours a day, 7 days a week. After which time, a charge for this facility will be made for each additional call.

Two visits will be made to site during the 12 month contract period. During this visit our engineer will;

	Check camera housings for damage and/or contamination or ingress of moisture.
	Ensure, where applicable, that thermostats and heater units are operating correctly.
	Check the security of the camera mounts.
	Survey cable runs for damage or inadequate fixings.
	Visually inspect all peripheral items of equipment.
	Review camera focus and position. (particularly important if the field of view has changed since installation)
	Ensure connection(s) to the monitoring facility are clean and secure.
	Replace fuse in local power supply.
	Test overall system for correct operation and performance.

All faults found will be detailed in a written site report.

This agreement covers labour and part replacements supplied under our initial contract work on any other items not of our supply will be subject to an extra charge. Any such costs will be detailed to you for approval prior to us proceeding.

This agreement does not cover for a) any faults or servicing of the user’s television set(s) where the display point for the cameras is the user’s existing television screen(s).