Service & Maintenance on Campus

Aug. 12, 2015
One of the primary ways to build RMR in the school security market

By Tom Catagnus

Long gone are the days of old plug-and-play technology. With that, also long gone are the days of sending equipment off for repair and return, providing loaner equipment, and swapping out cameras with service stock off the warehouse shelves.

Just like everything else in the new IP and software-based security world, the end-users (our clients) want the latest technology. They want upgrades not band aids; and the industry needed a new kind of service plan to address this demand.

With most service calls in today’s environment being network- or software-related, and the majority of the manufacturers offering longer warranties on their parts, it is no longer necessary to forecast for failing equipment. Instead, integrators need to incorporate software support plans and offer remote-in capabilities so technicians can fix software or network issues from their laptop without even visiting the site.

This was apparent to Scott Torre, Director of Campus Safety at Saint Peter’s University in Jersey City, N.J., when he reviewed his campus service and maintenance plan. He called on his integrator, Integrated Security & Communications (ISC) of Hamilton, N.J., to provide a better value-added solution.

Melanie Clay, Torre’s account manager at ISC, helped develop a new plan that would not only incorporate the university’s existing budget, but would include, as part of the budget, a road map for upgrading the current system. Torre could see the new concept as something he and the Saint Peter’s financial department would identify as a value-added service agreement.

How Does It Work?

The university had been paying a fixed annual sum for their security system service contract, which provided them with the industry standard unlimited service calls for a technician to repair equipment or to advise the client of any recommended upgrades when parts were either obsolete or no longer cost-effective to repair. The cost of these upgrades to obsolete equipment were in addition to the cost of the service contract.

The new service plan is based on a three-year commitment by both parties. At the start of the contract, the system is inventoried and evaluated. All information is shared with the client and the value of the plan is then set aside into a “bucket” used to cover all service calls and any remedial repairs during the year.

Throughout the life of the agreement, both the client and integrator must maintain accountability for the management of the budget and upgrade roadmap, with the goal to keep as much of the money in the bucket as possible for upgrades. In order to accomplish this, ISC manages the amount of time spent on site, while Torre ensures his Campus Safety Team is being proactive in placing appropriate service calls. It is definitely a team effort with the end-user playing an integral role in deciding how their system is upgraded and how their money is spent during the year.

Saint Peter’s University is not your average campus set on acres of private grounds. The campus is set in the middle of the second largest city in New Jersey, and it spreads over multiple blocks. They currently have more than 250 security cameras on campus, as well as 100-plus card access points.

By partnering with ISC, we have been able to bring them a great team of system experienced technicians who each know the system architecture and are extremely proactive in their approach to supporting the university. The new plan will not only ensure worry-free service, but also long-term accountability and continual system development. The plan is designed to enable the university to keep up with today’s technology and features as they become available.

Best Practices for Service and Maintenance Agreements

Integrators should offer more than one service plan. Not all clients want to be treated the same, so recommend a flexible, “just in time” customized maintenance program that includes a high level of service and support. While service and maintenance agreements cannot be one size fits all, most should consist of the following seven basic components. By addressing these goals, the system becomes more reliable over time, therefore lessening the need for emergency response and reducing overall spending.

1. Service Level Agreement (SLA) should include lifecycle management of components while providing for detailed reporting on system device depreciation as well as return on investment (ROI). Integrators should document inventory of equipment with make and model numbers, and highlight any mutual exclusion to the scope. Indicate service response times as well as preferred labor rates and shipping terms.

2. Scope of Work: Perform a detailed survey and inventory of the systems and devices. Collaborate with key stakeholders to arrive at (KPI) Key Performance Indicators. This is a worthwhile investment that will pay dividends down the road for both parties.

3. Preventive maintenance and performance tuning on equipment and software on a scheduled basis. This ensures system optimization on CPU usage while managing load and latency issues with the goal of minimizing bandwidth, which should help extend the life of the equipment.

4. Provide Free Loaner Equipment: Identify the most frequent used parts with long lead times and provide inventory in a secure area in the client’s facility. Track annual usage of spare parts and create a budget for the future.

5. Take a proactive consulting approach to sharing ideas and industry experience while considering the latest technologies. Be sure to interview key stakeholders and operators of the system to determine workflows and future plans for expansion.

6. Provide scheduled customer training for new employees and the latest technology updates. Include equipment updates to existing schematics; and review software updates and database management including archiving/back-ups. Also review and fine tune the client’s disaster recovery program.

7. Annual Plan Review: Prepare a budgetary price for any increases due to addition of technology during previous year. 

Tom Catagnus is the president of Integrated Security & Communications (www.isc-world.com) of Pennsylvania.