Service and Maintenance
Astra Service Department possess a national infrastructure geared to the provision of same-day and next-day attendance for CCTV and access control on reactive and planned maintenance visits. From our Bristol Office, we currently service in excess of ten Blue Chip Case customers, with multiple outlets and have screened engineers based throughout the UK.
Customers have a number of options when selecting their preferred Service Contract, which is, Reactive, Maintenance, or Comprehensive.
- Reactive – customer charged at an agreed template fee for reactive calls and standard mark up on product. Planned maintenance optional.
- Maintenance – customer charged an annual fee to include all reactive calls covered by contract, third party repairs and product replacements excluded. One planned maintenance visit during the contract year.
- Comprehensive – customer charged an annual fee for the all inclusive contract, with exclusions such as flood damage.
- Priority Response customer charged a reduced annual fee for the all inclusive contract, with exclusions (as above). However, calls would be prioritised by importance and engineers response times would be evaluated accordingly. i.e. full system failure –next day response. Non emergency calls with 2-3 working days response.
Planned maintenance visits, will include a full check of the system, control playback, camera cleaning, head-end control cleaning and the listing of a full inventory. Inventories will be held for 12 months, and can be electronically forwarded upon request.
Monthly and Quarterly Review Meetings with customers maintain dialogue that guarantees excellent service.