The Standard Service Plan

Key elements of the TKC Standard Service Plan include:

• Support of our 24-hour Help Desk
• Availability of our Technicians 24 hours a day, 365 days a year
• 4-hour response to emergency callouts (subject to contract)
• Routine Inspections
• Minor adjustments during inspection
• 12-month warranty for extra equipment
• Free review of your fire and security requirements

What is not covered by the standard maintenance contract?

The Standard Service Plan does not include charges for parts and labour.

Any breakdowns or callouts that occur are not covered by the Maintenance Contract.

These will be charged for separately according to the time spent by the engineer and the materials used in repairing and resetting the system.

A separate work docket is raised each time an engineer attends site. The details of what work has been carried out, materials used, and time taken (in normal working hours and after 17:30) is recorded. A copy of the docket is emailed and a further copy sent with the invoice for the work.

Charge rates vary according to whether the work was carried out in "normal hours" or "after hours" and are subject to a minimum attendance charge, please refer to our schedule of rates below.

Will I be charged whenever an engineer is called out?

No. Although generally you will be charged for an engineers' visit, there are certain circumstances when we make no charge. The list below shows some examples that apply to each. If you ever feel that we have wrongly charged for a repair to your system, please write to our Accounts Department.

Chargeable callouts

• Alarm activation by intruder, third party or accidental operation
• Issues caused by third party or accidental operation
• Damage to equipment by users or vandals
• Weather or harsh environmental condition
• Failure of equipment due to fair wear and tear
• Customer re-training or explanation of panel operation
• Replacement of batteries, fuses, etc.

Non-chargeable callouts

• Incidents resolved without the attendance of an engineer
• Repetitive faults (a second visit within 7 days for the same problem on the same equipment will be charged materials only)

Intruder Alarm System

Having taken the steps to install an Intruder Alarm System in your building you want to be sure that it will operate effectively when required. As with any electronic equipment it requires regular checks to ensure that it is in good working order, especially as you are relying on the system to detect intruders entering your building. The National Security Inspectorate (NSI), the governing body for security systems stipulates that all Intruder Alarm installations should also have a maintenance agreement in order to be a NSI recognised System.

What constitutes an intruder alarm maintenance visit?

For a typical Intruder Alarm System, we will attend site once per annum and at each visit we will carry out the following tasks where appropriate:

1. Check installation, location and siting of all equipment and devices against specification.

2. Check operation of all detection devices.

3. Inspect all flexible connections.

4. Check mains and stand-by battery power supplies, including charging rates.

5. Check control unit for correct operation.

6. Check remote signalling equipment physical connections.

7. Test remote signalling equipment communications to the Alarm Receiving Centre. (Applicable to monitored alarm systems only).

8. Check all audible warning and alarm devices.

9. Check system is fully operational.

10. Provide a signed engineer's report.

Maintenance Scheme & Schedule of Rates

Customers on our maintenance scheme are entitled to 24/7 telephone technical support and any number of callouts within one year relating to genuine non-malicious faults that have occurred on their equipment, they will be prioritised ahead of non-maintenance customers in this regard. Our target response is for an engineer to arrive within 4hrs of a customer's request for service unless agreed otherwise.

Our maintenance scheme is a call-out only maintenance scheme, therefore there will be a charge for all faulty or replacement parts and labour charge as per the schedule of rates below:

Note - congestion charge and parking will be charged additionally where applicable

Clarifications/Exclusions

1. Unless stated, all service is to be carried out during normal working hours, Monday to Friday 0830 -1700

2. Unless stated, all service is to be carried out by one engineer only. Should you require two man testing we will be pleased to submit additional costs for this service.

3. We have based our Planned Preventative Maintenance (PPM) costs on the quantity of devices seen/provided. Should additional systems and or devices be found that significantly alter the time allocation and subsequent costs, we would reserve the right to reprice the service for that asset at the appropriate rate

4. Unless stated, all parts are chargeable as extra

5.Unless stated, all labour for reactive call outs are chargeable as extra on the above submitted rates.

6. CCTV maintenance: We assume the existing system meets the standards and guidelines set out in the BSIA (British Security Industry Association) code of practice and the system is fault free and working to optimum performance. We assume that your CCTV installation is fully compliant with BS EN 50132-7/ NSI NCP104 and if there is any remote CCTV monitoring / level one police response that the system is fully compliant to BS 8418. We assume all cameras are accessible with standard ladders up to 3.5 metres. We have not allowed for any high access reach equipment. Any camera mounted poles we have assumed are winch operated or tilt mechanism to allow the camera(s) to be lowered for access. We assume any PC software/DVR access codes are known and recorded.

7. Intruder maintenance: Under NSI Code of Practice 11-11 section 7.5 it states it is essential that Recognised Firms operate a planned programme of preventative maintenance visits, in accordance with BS 4737: Section 4.2:1986: Clause 3.2 (or other applicable technical standards) or contract requirements for frequency of visits. A system shall be established such that follow-up action is taken when there is no access to the premises. For remote signalling intruder alarms, preventative maintenance visits should be made at least twice per year. For audible-only intruder alarms using mains and rechargeable battery standby power supply, preventative maintenance visits should be made at least once per year (clause 3.2 of BS 4737: Section 4.2:1986 refers).

8. Monitoring (if applicable/quoted for): Unless full system information is provided, we have only allowed for one line of monitoring per annual charge. If other separate lines are found after takeover, these will be subject to an additional annual charge. If a transfer of an existing line is required, we will require you to formally notify the incumbent provider to place the unit onto the transfer list. Failure could null the STU. If the STU line is nulled, a new STU will be required at an additional cost.

9. Access Control maintenance: We assume the system(s) meeting NCP 109 NSI Code of Practice, NSI.

10. We assume the sites have the following documentation:

• All system passwords, codes and software-controlled applications are available
• All system operation and maintenance (O&M) manuals are available
• All system logbooks and confirmed system downloads of asset
• A copy of site as fitted drawings