Service Level Agreements (SLA)

We offer 3 types of SLA’s 

Each system we install and provide parts for includes our Bronze Plan of a 1-year warranty on parts and labor. These SLA supplement the Bronze as follows:

SILVER ‘REMOTE’ PLAN – 6 Layer 

Support Level Agreement (SLA)

The following Support Agreement provides in exchange for the fee for service: 

1. Remote tech support (up to 1 hr per incident) 2. Remote connection service (remotely maintaining customer’s apps)  3. Manufacturer’s warranties processed while in force, varying terms  4. Software upgrades 5. Onsite Trip Fee waived 6. Annual remote service inspection

1. Remote Tech Support (RTS)

OnGuard shall provide remote phone and desktop technical support to client as needed, Monday-Friday during normal business hours 8:30-5:30pm.

2. Remote Connection Service (RCS)

Remote Connection Service (RCS) provides software Network Video Management and other remote viewing or connection application to access viewing and control of the Digital Video Recorder (DVR), Access Control Panels, Alarm Internet Communication devices via local or remote networks. Requires broadband network with satisfactory speeds and access to network and/or communication and support of company’s IT company.

3. Manufacture’s warranties processed

The manufacturer’s extended warranties will be processed as applicable by OnGuard. This is beyond the Bronze one (1) year warranty on parts and labor provided by OnGuard. This does not include advanced replacement for products.

Note: This does NOT include advanced replacement of parts. Warranties are determined by the manufacturer and not OnGuard.

4. Software upgrades 

When on-site or during the Annual Remote Service Check listed below, OnGuard will update software from the manufacturer as available and deemed helpful by OG Tech.

5. Local Trip Fee

When on-site support is required, the standard local Trip Fee shall be waived. Note:  Travel fees and labor charges are not included. 

6. Annual Remote Service Check

Once every 12 months, OnGuard will perform the following remote checks and services for video components listed in Appendix A and covered as part of this agreement:

Video Surveillance Systems

• Review system logs for error messages and correct conditions
• Install applicable software updates and patches
• Check software settings such as time/date, recording settings, 
• Retrieve random segments of video from daytime and nighttime to ensure recording is working and images are acceptable to [CUSTOMER]
• Check all cameras equipped with IR cut filters for proper operation
• Overview training on new features delivered as part of software upgrades

Access Control and Alarm Systems

• Check and ensure remote connection is working properly
• Audit history for troubles and abnormalities
• Verify system in communicating and software / hardware is not obsolete
• Overview training on new features delivered as part of software upgrades

GOLD ‘PARTS & LABOR’ PLAN – 8 Layer

Support Layer Agreement (SLA)

The following Support Agreement provides everything in the Silver PLUS what is included in the GOLD.

1. Tech Support – Remote and Onsite 2. Remote Connection Service 3. Lifetime parts and labor warranty by OnGuard 4. Software upgrades 5. LocalTrip Fee included 6. Annual onsite inspection and preventive maintenance program 7. Obsolete system replacement plan 8. Priority response plan

1. Tech Support – Remote and Onsite (TS)

OnGuard shall provide remote and onsite technical support to client as needed, Monday-Friday workdays from 8:30am-4pm.

2. Remote Connection Service (RCS)

Remote Connection Service (RCS) provides software Network Video Management applications and other remote viewing or connection application to access viewing and control of the Digital Video Recorder (DVR), Access Control Panels, and Alarm Internet Communication devices via local or remote networks. Requires broadband network with satisfactory speeds, the router with port forwarding access, and other required services or equipment that may be necessary now or in the future.

3. Lifetime parts and labor warranty

Lifetime parts and labor warranty on all new equipment that was originally installed by OnGuard unless specifically specified otherwise for the duration of this agreement. 

Additional fees apply for after-hours, weekends, holidays, or emergency service fees.

Includes advanced replacement of parts when available by OnGuard and known in advance of a visit by OnGuard.

4. Software upgrades 

When on site or during the Annual Remote Service Check listed below, OnGuard will update software from manufacturer as available and deemed helpful.

5. Trip Fees waived

When on-site support is required or maintenance is performed, the standard service Local Trip Fee shall be waived (currently $ 70). Travel fees and labor charges are applicable. 

6. Annual Onsite Inspection and Prevent Maintenance Plan

Once every 12 months, OnGuard will perform an Onsite Inspection and Prevent Maintenance upon client request. Program of components listed in Appendix A and covered as part of this agreement:

Video Surveillance Systems

• Review system logs for error messages and correct conditions
• Install applicable software updates and patches
• Check software settings such as time/date, recording settings, 
• Retrieve random segments of video from daytime and nighttime to ensure the recording is working and images are acceptable to [CUSTOMER]
• Check all cameras equipped with IR cut filters for proper operation
• Overview training on new features delivered as part of software upgrades
• Clean lens on cameras
• Inspect hard drives
• Check camera connections and mounts securely fastening
• Visual inspect equipment

Access Control and Alarm Systems

• Check and ensure remote connection is working properly
• Audit history for troubles and abnormalities
• Verify system in communicating and software / hardware is not obsolete
• Overview training on new features delivered as part of software upgrades
• Visually inspect equipment
• Clean devices including smoke detectors, motion detector, keypads, readers, etc
• Send in test signal to the monitoring station
• Assist client with updated apps 

7. Obsolete system replacement plan 

After a minimum of 5 years of the Gold support plans enforce continually, OnGuard will replace equipment deem obsolete or outdate by its discretion or if the manufacturer ceases to support the model with a similar updated replacement system at 50% discount off our standard pricing. The new system will require a Gold support plan in place for at least one year, based on standard pricing. 

8. Priority service response plan

OnGuard will respond to [CUSTOMER] requests for service within 4 working hours of receiving request and will have a technician engage the issue via telephone and/or remote-login (as appropriate for the issue) within 4 working hours of request. If an onsite visit is required, it will be scheduled within the 4 hour period for priority scheduling. This is like the Fast Pass at an amusement park.

Covered components will be restored to operational status within 72 hours of the technician engaging issue. In some cases it may be necessary to replace components with temporary or loaner units until [CUSTOMER] equipment can be fully diagnosed or repaired, in these cases loaner devices will be of equal or better specifications when an exact replacement cannot be used.

Platinum ‘24/7 Everything’ Plan – 9 Layer

Support Layer Agreement (SLA)

Inlcudes everything in both SILVER and GOLD plan plus PLATINUM

The following Support Agreement provides: 

1. Tech Support – Remote and Onsite (RTS) 2. 24/7 Remote Connection Service (RCS) 3. Lifetime parts and labor warranted by OnGuard 4. Software upgrades 5. Service Trip Fee waived 6. Annual onsite inspection and preventive maintenance program 7. Obsolete system replacement plan 8. Priority response plan 9. Guaranteed ☺ Smile ☺

1. 24/7 Emergency Tech Support – Remote and Onsite (TS)

OnGuard shall 24/7 Emergency provide remote and onsite technical support to clients as required.

2. Remote Connection Service (RCS)

Remote Connection Service (RCS) provides software Network Video Management) application and other remote viewing or connection application to access viewing and control of the Digital Video Recorder (DVR), Access Control Panels, Alarm Internet Communication devices via local or remote networks. 

3. 24/7 Emergency Lifetime parts and labor warranty

24/7 Monda-Sunday Emergency Lifetime parts and labor warranty on all new equipment that was originally installed by OnGuard unless specifically specified otherwise for the duration of this agreement. 

Includes advanced replacement of parts when available by OnGuard and known in advance of visit by OnGuard.

4. Software upgrades 

When on site or during the Annual Remote Service Check listed below, OnGuard will update software from manufacturer as available and deemed helpful.

5. Trip Fees Waived

When on-site support is required or maintenance performed, the standard service Local Trip Fee shall be waived (currently $ 70). Travel fees and labor charges are applicable. 

6. Annual Onsite Inspection with Preventative Maintenance Plan

Once every 12 months, OnGuard will perform an Onsite Inspection and Prevent Maintenance Program of components listed in Appendix A and covered as part of this agreement:

7. Obsolete system replacement plan

After a minimum of 1 year of the Platinum support plans enforce continually, OnGuard will replace equipment deem obsolete or outdated by its discretion or if the manufacturer ceases to support the model with a similar updated replacement system at NO ADDITIONAL FEE. The new system will require a platinum support plan in place for at least (3) three years, based on standard pricing. 

8. Top Priority service response plan

OnGuard will respond to [CUSTOMER] requests for service within 4 working hours of receiving request and will have a technician engage the issue via telephone and/or remote-login (as appropriate for the issue) within 4 working hours of request. If an onsite visit is required, it will be scheduled within the 4 hour period for priority scheduling.

Covered components will be restored to operational status within 72 hours of technician engaging issue. In some cases it may be necessary to replace components with temporary or loaner units until [CUSTOMER] equipment can be fully diagnosed or repaired, in these cases loaner devices will be of equal or better specifications when an exact replacement cannot be used. 

9. Guaranteed ☺ Smile ☺

No ifs, ands or buts. We will do WHATEVER IT TAKES If for any reasonable reason (CUSTOMER) is not thrilled with OnGuard’s service, we will promptly refund the last 3 months service fee as last resort upon request with a smile and vow to learn and do better in the future.

Exclusions applicable to each plan

The following items and expenses are not covered as part of this agreement, service calls involving the following will be billed at standard rates:

• Costs for bucket trucks, lifts, hoists, scaffolding
• Network and power related issues
• [CUSTOMER]-altered or installed equipment or any DIY components
• Equipment damaged by Acts of God – lighting, storms, floods, fires, etc.
• Equipment damaged by animals or pests 
• Equipment damaged by negligence, misuse or intentional acts
• Any equipment not functioning at time agreement is initiated
• Equipment older than 15 YEARS or no longer supported by manufacture

Customer Requirements and Responsibilities

[CUSTOMER] is required to take reasonable steps to prevent harm or damage to equipment covered as part of this agreement.  [CUSTOMER] will ensure OnGuard technicians are provided access to equipment as necessary to fulfill terms of this agreement.  Technician time spent on-site waiting for [CUSTOMER] to provide access to equipment or areas requiring service shall be billable after first 30 minutes of wait time.

Any response times outlined in this agreement are measured from the time [CUSTOMER] makes requests to OnGuard, via agreed-upon methods.

Renewal and Cancellation Terms

This agreement may be terminated by [CUSTOMER] by providing advance notice to OnGuard 30 or more days before scheduled renewal date, which is 1 year from date of initial coverage.

If [CUSTOMER] does not provide notice of cancellation, OnGuard will automatically extend contract terms for an additional year at previous pricing and invoice [CUSTOMER] accordingly.

Price Adjustments

Fee for service prices may increase in accordance with the Consumer Price Index or excessive costs after the initial term, which this agreement may be canceled by the client.

Appendix A – Covered Equipment

See the Certificate of Completion form noted as Appendix A

CONTACT US FOR QUICK QUOTE – 317.572.5777 or complete the form here on the website.