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Connect Terms and Conditions

Updated

 

1. DEFINITIONS

  • “THE COMPANY” is (insert your company’s full name and, if applicable, company number and registered office) being the organisation responsible for the design, installation, maintenance and/or monitoring of the Installation which is the subject of this Contract, sometimes referred to as “our” or “we” in these Terms and Conditions.
  • “THE CUSTOMER” is the person or organisation being a signatory to this Contract, sometimes referred to as “you” or “your” in these Terms and Conditions.
  • “THE EQUIPMENT” is the equipment to be installed at the Premises as set out in the System Design Proposal. This may include intruder alarm system components and CCTV system components such as cameras, servers, and digital recording equipment.
  • “THE PREMISES” are the premises set out in the System Design Proposal at which the Installation will take place.
  • “THE INSTALLATION” is the installed system defined in the System Design Proposal.
  • “INSTALLATION STANDARD” is the standard to which the Equipment is to be installed and/or maintained, together with any other formal requirements stipulated as a condition of the regulatory body by which the Company is approved. This may include standards such as PD 6662:2017, BS EN 50131-1:2006, DD CLC/TS 50131-7:2010, BS 8243:2010, NCP 104.3, BS EN 62676-1-1:2014, and BS EN 62676-4:2015.
  • “CONTRACT” means the Quotation, System Design Proposal, Maintenance and Acceptance together with these Terms and Conditions.
  • “SYSTEM DESIGN PROPOSAL” means the System Design Proposal which defines the level of protection, surveillance or access afforded by the security Installation. It is an integral part of this Contract.
  • “QUOTATION” means the proposed price for the Equipment, its installation and/or maintenance and monitoring as itemised in this Contract.
  • “ALARM RECEIVING CENTRE (ARC)” means a continuously manned remote centre to which alarm activations and/or video data are signalled and passed to the relevant response authority (e.g., police, fire brigade, keyholder).
  • “HANDOVER DATE” means the date on which the Installation is completed and the Handover Acceptance Certificate has been signed.
  • “HANDOVER ACCEPTANCE CERTIFICATE” is the certificate handed to the Customer on completion of the Installation.
  • “PREVENTATIVE MAINTENANCE” means the routine inspection of the Installation to verify that it continues to function in accordance with its System Design Proposal and to identify and rectify any items found faulty, worn, or in need of scheduled replacement. This may include checking camera settings, connections, lens cleaning for CCTV, and checks on tamper detection, setting/unsetting, detectors, and warning devices for intruder alarms.
  • “CORRECTIVE MAINTENANCE” means the investigation and repair of faults reported by the Customer, including false alarms.
  • “AI” refers to Artificial Intelligence used in CCTV monitoring to assist in identifying and verifying alarm triggers.

2. GENERAL

  • Acceptance of this Contract, signified by the signature of each party, includes acceptance of the Quotation and these Terms and Conditions along with any other requirements defined in the System Design Proposal.
  • For the purposes of interpretation, where the requirements of the System Design Proposal conflict with any clauses of these Terms and Conditions, the System Design Proposal requirements shall take precedence.

3. COSTS

  • The Quotation may be revised in certain circumstances, including changes to the System Design Proposal, unsuitable premises not initially apparent, special circumstances not known, or reasons beyond the Company’s reasonable control, such as increased third-party costs.
  • All telephone line installation, rental, and call charges associated with remote monitoring are the responsibility of the Customer.
  • Late payments may incur interest charges.
  • Annual maintenance charges may be subject to increase with two months' notice after twelve months from the Handover Date.
  • Installation is normally carried out during standard working hours; work outside these hours may incur additional charges.
  • The Quotation does not typically include additional work like redecoration or building work; additional charges may apply if access is not provided.
  • Equipment not sold to the Customer, such as signalling equipment or firmware, remains the property of the Company and will be maintained/replaced at the Company’s expense unless the failure is due to the Customer’s actions as outlined in clause 4(v).
  • Ownership of the Equipment passes to the Customer upon full payment. Until then, the Customer holds the Equipment as the Company’s bailee and must not damage it, obscure identifying marks, and must keep it insured.
  • All sums payable are exclusive of VAT and other applicable taxes.
  • Call-out charges for reactive maintenance outside of planned service visits will apply, with minimum charges and hourly rates as specified. Reactive callouts may require a purchase order prior to attendance.
  • The cost of replacement parts or materials required for corrective maintenance is typically not included in basic service contracts.

4. COMPANY’S OBLIGATIONS

  • The Company agrees to complete the Installation and hand it over in good working order conforming to the Installation Standard declared in the System Design Proposal. The Company will seek the Customer’s agreement for any necessary changes to the System Design Proposal during installation.
  • Upon commissioning, the Company will train the Customer in the system’s operation and provide a Handover Acceptance Certificate upon the Customer’s satisfaction. A Certificate of Conformity will be provided upon full payment.
  • During the Warranty Period (typically twelve months from the Handover Date), the Company will use reasonable endeavours to rectify defects or faults in the Equipment that are not due to the Customer’s interference, misuse, or use with unauthorized equipment.
  • Repairs outside the Warranty Period will be carried out at the Company’s discretion on a time and materials basis.
  • The Company is not liable for costs of work, repairs, or replacement due to fire, electrical surge, storm, flood, accident, neglect, misuse, or malicious damage.
  • Annual maintenance and remote monitoring commence on the Handover Date and continue upon payment of charges until cancelled with not less than two months’ written notice. For monitored systems with direct response by emergency services, an annual routine maintenance contract is usually required.
  • Time is not of the essence for the performance or completion of the Installation.
  • For CCTV monitoring with AI assistance, the AI system analyses footage for specific events and may filter out false alarms or escalate activations. The Customer acknowledges that AI may occasionally misinterpret events, leading to missed or unnecessary activations, and the Company does not guarantee 100% accuracy.
  • The Company recommends placing servers and digital recording equipment in a separate, temperature-controlled environment to prevent overheating and operational issues. The Customer is responsible for maintaining this environment.

5. CUSTOMER’S OBLIGATIONS

  • The Customer agrees to provide full access to the Premises for surveying, installation, testing, and servicing. An adequate electricity supply must be provided. Extra charges may apply for interrupted or delayed work due to access problems or inadequate power. The Company is not liable for delays due to unavailability of signalling transmission or other circumstances beyond its control. The Customer guarantees they have full authority for the Installation.
  • The Customer must not interfere with the Equipment or allow others to do so.
  • If the Equipment activates to the ARC, the Customer should notify the Company as soon as possible; resetting the Equipment may incur charges.
  • The Customer must inform the Company in advance of any third-party work on telephone lines at the Premises.
  • The Customer is responsible for ensuring the telephone line for ARC connection is working properly and the account is maintained.
  • Any changes in the layout of the Premises that might affect the Equipment’s effectiveness must be reported to the Company.
  • The Customer agrees to allow access for maintenance or inspection to the Company’s staff and representatives of its regulatory body (when accompanied).
  • The Customer must ensure the Premises are safe for the Company’s employees or agents, and all known risks must be clearly identified and communicated in advance.
  • For CCTV systems, the Customer is responsible for investigating and rectifying the cause of excessive false alarms if the agreed limits are exceeded. Failure to do so may result in suspension of monitoring services at the Customer’s expense. Any activations requiring human intervention in AI-assisted monitoring count towards the false alarm limit.
  • The Customer is responsible for the appropriate disposal of old equipment unless explicitly stated otherwise.
  • The Customer is responsible for notifying the local authority with keyholder details if the premises are in an "alarm notification area" as per the Clean Neighbourhoods and Environment Act (2005).
  • The Customer must provide details of at least two keyholders who meet the NPCC policy requirements (contactable by phone, reside within 20 minutes travel, have their own transport) to enable police response to alarms. Failure to provide keyholder details may result in the alarm system being classified as "Sounder Only".
  • The Customer is responsible for maintaining the air conditioning or ambient air temperature in equipment rooms for CCTV systems.

6. MAINTENANCE AND SERVICE

  • In return for the maintenance charge, the Company will maintain the Installation according to the Installation Standard and respond to emergency calls for assistance within agreed timeframes.
  • Attendance to the Premises or repairs between routine maintenance visits will be charged at the Company’s usual rates unless covered by the Warranty Period.
  • Minimum callout charge (including travel)
    • Monday- Friday 08:30 to 17:00 hours - £165.00 inclusive of the first hour on site.
    • All other times including public holidays - £220.00 inclusive of the first hour on site.
      Hourly charge there after: £85.00 per hour
  • Annual maintenance charges do not include replacement parts or batteries, which will be charged additionally.
  • Where the Installation is monitored by an ARC for emergency services response, an annual Routine Maintenance contract is typically required.
  • Two maintenance visits for the system quoted will be made per year.
  • As a minimum, the maintenance will consist of a check of:
    • Tamper Detection
    • Setting and Un-setting
    • Entry and Exit Procedures
    • Power Supplies and Circuits
    • Operation of Detectors
    • Operation of Warning Devices
    • Operation of ATE
  • Checks include:
    • Checking that the I&HAS has been installed and configured in accordance with the system design proposal.
    • Checking that the I&HAS complies with current industry standards and is to a high standard of workmanship.
    • Checking and labelling of interconnections at various components.
    • Logging resistance of detection interconnections or checking continuity of bus wired interconnections.
    • Checking every detector for correct operation through to the CIE.
    • Checking that all batteries are marked with the installation date.
    • Logging the current drawn by all power supplies in quiescent and alarm states.
    • Removing the mains supply and checking battery voltage and normal operation.
    • Checking adequate standby battery capacity.
    • Checking the operation of all WDs on system activation and when hold-off voltage is removed.
    • Checking the operation of all tamper devices.
    • Checking the coverage of movement/vibration detectors.
    • Checking the entry/exit routes for correct operation and recording times.
    • Testing alarm conditions when detection devices are operated.
    • Testing the correct operation of all ATS paths (where fitted) for correct receipt of signals at the ARC.
    • Checking synchronization of site-specific parameters if remote checks or support is used.
    • Showing the customer the detection coverage and correct operation.
    • Checking that all documentation is completed.
  • Cameras:
    • Check the camera is set correctly to give the best picture quality.
    • Check the camera power supply voltage is correct and sufficient.
    • Check all connections on cameras are sound (BNC’s RJ45, etc...).
    • Check general condition of all fixed and PTZ dome cameras.
    • Remove housings & covers fully clean lenses and dome covers internally and externally.
    • Check all glands and seals on external equipment to ensure no water ingress takes place.
    • Check all camera towers & poles are correctly fixed and secure.
    • Check mechanical integrity for all moving parts and assemblies and tighten/adjust as necessary.
    • Check the correct operation of any infra-red or white lighting.
    • Check any pre-sets or alarms are functioning correctly.
    • Check all high and low voltage connections are suitable and in good condition.
    • Check warning labels are still in place and in good condition.
    • Growth or shrubbery is clear of camera views and detection devices. Make customer aware of any consequences of allowing any future overgrowth.
    • Repair or rectify any minor faults.
  • Fixed lenses:
    • All lenses to be cleaned and focus to be set.
    • Auto iris/direct levels to be set.
  • Zoom lenses:
    • Optics to be cleaned.
    • Set back focus on or near and far zoom.
    • Auto iris levels to be set.
  • Monitors:
    • Screens and casings.
    • Adjust colour, brightness and contrast levels.
  • Digital controls and console:
    • Clean keypads and console.
    • Check system responds to full set of keypad commands.
    • Check time/date settings are correct.
    • Check all settings are correct within the inside record menu i.e. time, date, record set up, schedule, communications setup.
    • Check terminations at rear of DVR/NVR.
    • Check that between DVR and camera is receiving 1 volt peak to peak.
    • Check playback.
    • Check live images.
    • Check error lock on DVR/NVR i.e. camera loss.
    • Check all relevant keyboard equipment attached to DVR.
    • Check front panel buttons on the DVR/NVR are functioning.
  • General:
    • Check all electrical mains connections are in good condition without signs of wear or fraying.
    • Ensure all power supplies output are correct when fully loaded.
  • System operation:
    • Check whether the staff have experienced any problems with the system? If yes, can this be resolved on site.
  • Signage and identification information:
    • Supply and install A3 & A4 CCTV warning signs around the premises as required.
    • Ensure the correct telephone contact information is clearly displayed on all signage.
  • Documentation:
    • Complete or update system parameter sheets to include all assets to be maintained.
    • Record the condition of each asset, green, amber, red and make comments & recommendations on the parameter sheet.
    • Take photo of each asset and identify the item number as per the parameter sheet.
    • Complete the PPM checklist on the engineer report sheet and ask the customer to sign the PDA to confirm the work has been completed.

7. MONITORING

  • The agreed false alarm limits are 3 activations per night, 90 per month, or 1,080 per year.
  • If the CCTV system exceeds these limits, we will notify the client via phone or email and request that they investigate and rectify the issue within 24 hours.
  • If false alarms persist and become habitual, we reserve the right to suspend monitoring services until corrective actions—such as lens cleaning, adjusting sensitivity settings, or addressing environmental triggers—are implemented at the client’s expense.
  • We do not accept liability for any damages, losses, or consequences resulting from false alarms or the inability to monitor effectively due to excessive false activations. AI-Assisted monitoring policy
  • Our CCTV monitoring service integrates Artificial Intelligence (AI) to assist in identifying and verifying alarm triggers. The AI system analyses footage for specific events, such as motion or unusual behaviour, and may either filter out false alarms or escalate activations to an operator.
  • While AI technology is designed to reduce false alarms, any activations that require human intervention will count toward the false alarm limit.
  • AI-based event detection is an evolving technology, and while continuously improving, Clients acknowledge that AI may occasionally misinterpret events, leading to missed or unnecessary activations.
  • The AI system is subject to ongoing updates and enhancements, but errors may still occur. As such, we do not guarantee 100% accuracy in event detection or
    responses
  •  

 

8. LIABILITY

  • Nothing in this Contract excludes or limits liability for death or personal injury resulting from negligence.
  • The Company will not be liable for loss of profits, business opportunity, goodwill, or any other indirect or consequential loss. The Customer will indemnify the Company against claims for such losses by any third party.
  • Subject to clause 7(i), the Company’s total liability will not exceed the aggregate of the charges paid by the Customer under this Contract.
  • This clause sets out the full extent of the Company’s liability, and other implied terms are excluded to the fullest extent permitted by law.
  • While the Installation is designed to detect or deter intrusion and reduce risk, the Company does not guarantee it cannot be neutralised or circumvented and is not liable for loss or damage if this occurs.
  • Like all electronic equipment, the system could fail in rare circumstances, and the Company cannot guarantee continuous operation. Regular tests that the Customer can perform will be explained.
  • These terms and conditions do not affect the Customer’s statutory rights.
  • For CCTV, the Company does not accept liability for any damages, losses, or consequences resulting from false alarms or the inability to monitor effectively due to excessive false activations. The Company does not guarantee 100% accuracy in AI-based event detection or responses.

9. TERMINATION

  • Either party can terminate the Contract with not less than two months’ written notice.
  • The Company may terminate immediately by written notice if the Customer commits a material breach that is irremediable or not remedied within 28 days, is in arrears with payments for over 30 days, or becomes insolvent. Seven days' notice of cessation of remote monitoring will be given in case of payment arrears.
  • Upon termination of the maintenance contract, the Company has the right to recover any Equipment or firmware that remained its property.
  • The Customer must pay all outstanding amounts within 30 days of termination.

10. FORCE MAJEURE

  • The Company is not liable for delays or failures to perform obligations due to circumstances beyond its reasonable control and is entitled to a reasonable extension of time.

11. APPLICABLE LAW

  • This Contract is governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

12. RIGHTS OF THIRD PARTIES

  • No term of this Contract is enforceable by any person who is not a party to this Contract under the Contracts (Rights of Third Parties) Act 1999.

13. NOTICES

  • All notices must be in writing and sent to the address in the Quotation or as otherwise designated. Notices can be delivered by hand, first-class post, fax, or electronic transmission and are deemed served according to specified timeframes.

14. DATA PROTECTION

  • In accordance with the Data Protection Act 2018, the Customer may be required to register their CCTV system with the Office of the Information Commissioner. Contact details for the Information Commissioner are provided. Attention is drawn to the British Standard Code of Practice BS 7958 for CCTV management and operation.

15. DOCUMENTATION

  • Manufacturer’s handbooks and a system record describing the Installation will be provided on handover. A site log book will also be provided. An NSI certificate of compliance will be forwarded upon receipt of payment. For maintenance visits, system parameter sheets will be completed or updated, and the condition of assets recorded.

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