Depending on accessibility and the availability of contract spares and ATEC can offer guaranteed repair times for most systems.
If a stock of spares is purchased by the client then these spares remain the property of the client and an ATEC support contract includes for the management of these spares. Any parts used will either be replaced with new components or with a repaired component removed from the client's site.
Users of the ATEC Web Portal can log in and track the progress of cases assigned to just themselves, or the associated contract as a whole. If required users can also receive email notifications of case open and closed status
All ATEC contracts come with a dedicated account manager who is able to provide consultancy services, regular system reviews and advice on the best security option for you.
The ATEC helpdesk operates 24/7 365 days of the year, with fully qualified on-call engineers available should you require their assistance.
Depending on the system installed ATEC can offer remote monitoring to pre-warn of many scenarios from camera video loss to over-temperature warnings and hard drive errors. ATEC's remote management and monitoring capabilities mean that an engineer can potentially be notified of a system error, log in and repair the fault before the end user is even aware of its existence.
Where the installed system includes upgradeable software or firmware components then ATEC's technology refresh programme allows clients to take advantage of additional functionality and ensures that their solution remains up to date and fully supportable.
Faults can be logged using the unique ATEC Self Service Web Portal, which is included as standard on all contracts, along with phone and email 24/7, 365 days of the year.
All standard Support & Maintenance contracts include for 2 preventative maintenance visits per annum but this is negotiable to suit your needs.
In most cases ATEC can take over a system originally installed by others and provide support and maintenance to the same high standard as on our own equipment.
ATEC has offices in the Midlands and London, as well as partner companies in Dublin and engineers based all over England.
ATEC can offer 'pay-as-you-go' support services if this suits your business need, from preventative maintenance visits to fault rectification and supply of additional equipment.
This can highlight problems that may have gone unnoticed by the users. This maintenance reduces system down-time and the need for call-outs and replacement equipment. A report will be produced following each maintenance visit to confirm any issues found and how they have been addressed.
There are three broad options for support and maintenance: Warranty, Support and Maintenance Contract, and Ad-Hoc Support.
Every ATEC installed system comes with a 12 month parts and labour warranty which starts at the date of commissioning. Where a project is commissioned in phases the warranty will be phased accordingly. Many clients opt for a support and maintenance agreement from the date of commissioning because they require an enhanced service level agreement, particularly if their business operates outside normal working hours, or security is considered mission critical. Some clients take out a support and maintenance contract once the initial 12 month standard warranty has expired. A support and maintenance contract provides access to enhanced service options. ATEC can also specifically tailor a support package to suit your requirement, please contact the ATEC Support team for more information.