| PLANS |
|---|
| Cost per month |
| Devices *1 |
| Free telephone advice *2 |
| Remote technical support |
| Hours of support |
| Weekend Support |
| Firmware upgrades *3 |
| Onsite Support |
| Call Out Charge |
| Milage Supplement *4 |
| SLA – engineer response |
| SLA – Fix |
| Advanced Replacement *5 |
| Postage of parts |
| Annual Costs |
| ON DEMAND |
|---|
| N/A |
| N/A |
| Included |
| £75 / hour |
| 9am – 5pm |
| Not Included |
| Starting from £120 ex vat |
| £75 ex VAT per hour |
| £50 ex VAT per call out |
| Up to 100 miles round trip included £1 per mile there after |
| 24 hours |
| ASAP – but scheme members will take priority in busy times |
| Not included |
| Paid by Customer |
| £0 |
| REMOTE ONLY |
|---|
| £15 |
| N/A |
| Included |
| Unlimited |
| 8am – 8pm |
| 8am – 8pm |
| Yearly upgrades included |
| £75 ex VAT per hour |
| £50 ex VAT per call out |
| Up to 100 miles round trip included £1 per mile there after |
| 4 hours |
| 14 days (to allow for postage of parts) |
| Included |
| Included |
| £180 |
| STANDARD |
|---|
| £20 |
| 1 to 12 devices |
| Included |
| Unlimited |
| 8am – 8pm |
| 8am – 8pm |
| Yearly upgrades included |
| Unlimited Onsite labour |
| NIL |
| Up to 100 miles round trip included 50p per mile there after |
| 4 hours |
| Within 7 days or by agreement |
| Included |
| Included |
| £240 |
| LARGE SITES |
|---|
| £30 |
| Over 12 devices |
| Included |
| Unlimited |
| 8am – 8pm |
| 8am – 8pm |
| Yearly upgrades included |
| Unlimited Onsite labour |
| NIL |
| Up to 100 miles round trip included 50p per mile there after |
| 4 hours |
| Within 7 days or by agreement |
| Included |
| Included |
| £360 |
| NSI CERTIFIED SITES |
|---|
| 10% of installation costs Annually |
| N/A |
| Included |
| Unlimited |
| 24/7 |
| 24/7 |
| 6 monthly checks |
| Unlimited Onsite labour |
| NIL |
| Up to 100 miles round trip included 50p per mile there after |
| 4 hours |
| Within 7 days or by agreement |
| Included |
| Included |
| 10% of installation costs |
1. DEVICES
Each camera, wireless head or Networked Video Recorder would be considered as a device.
2. FREE TELEPHONE SUPPORT
Just to be clear we have no intention to charge for simple advice e.g. minor problem solving / advice on playing back footage – we would only charge for more complex problems or those that require an engineer to book time in to solve the problem.
3. FIRMWARE UPGRADES
Vital for cyber security as well as the correct functioning of your cameras. Annually we will help to ensure that your cameras have the most up to date firmware. This service is included for all of our monthly plans but costs from £120 for on demand services.
4. MILEAGE SUPPLEMENTS
We will always do our best to minimise any additional call out charge – by arrangement we are usually able to combine our visit with other jobs meaning we do not charge the mileage supplement.
5. ADVANCED REPLACEMENT
Faulty parts will be replaced with free of charge loan equipment whilst your equipment is being fixed (a deposit may be required).
PLEASE NOTE THE NEED FOR
AN ONSITE WINDOWS COMPUTER
For our engineers to give you the most effective support an up to date windows computer will be required onsite – if you do not have one we may be able to loan one to you but it will delay our support.
MAINTENANCE PLANS
TERMS AND CONDITIONS
HEALTH AND SAFETY REQUIREMENTS
Prior to the commencement of any maintenance work, the client must advise Farmer’s Eye of all site-specific Health & Safety requirements. This includes, but is not limited to, Site Inductions, Permits to Work, and Risk Assessments.
EXCLUSIONS
Our maintenance plans cover mechanical breakdown. However, the effects of power surges, accidental, storm or flood damage, wilful neglect and vandalism, are excluded from maintenance cover, as are problems relating to modems / routers / or other telecoms equipment.
ACCESS TO EQUIPMENT/CABLES
Free access to all equipment and cables for testing in all areas including plant rooms, voids, atriums etc, to be facilitated by the customer on a continuous basis. Every effort will be made to examine and test all items of equipment that are accessible. No allowance has been made to cover time lost waiting for keys to be obtained where rooms are locked. In the event of any damage or obstruction being the result of work carried out by others Farmer’s Eye reserves the right to make a charge against additional costs incurred, such costs shall include any additional equipment, parts or labour required.
TELEPHONE & INTERNET COSTS
Where systems are to be viewed remotely via Telephone line, ISDN, or Broadband Internet, the customer shall be wholly responsible for all costs of Installation of lines and cables as well as for any line rental and call costs.
OUT OF HOURS SERVICING
Routine maintenance inspections are carried out in normal working hours between 8.30am and 5.00pm. However, where service in normal hours proves disruptive and inconvenient, an out of hours surcharge can be quoted by contacting Farmer’s Eye.
EMERGENCY CALL-OUT RESPONSE TIME
We cover sites nationally and as such our standard call out response time is within 5 working days for all calls logged at our office by Noon. Wherever possible and practical we will endeavour to attend site prior to this deadline and where true emergencies exist we will endeavour to provide a swift response.
ANNUAL CHARGE
The costs of the service and maintenance inspections will be charged for in advance by means of an annual invoice. The charge is for normal hours unless otherwise stated. This will be indexed linked in line with inflation.
MATERIALS
If any service inspection indicates the need to supply and fit new parts (replace defective equipment) or replacement of any consumable items within the system, this will be charged extra, at current standard prices.
DEFECTS ATTENDED TO DURING A SERVICE INSPECTION
Any defects found during a service inspection will be remedied where possible and materials used will be recorded on the engineer’s report and the logbook. If a defect is that which cannot be remedied immediately, a report indicating the nature of the defect and an estimated cost for the repair/replacement will be advised in writing.
EXTERNAL DETECTION
Where specified, external detection should be kept free of foliage and measures adopted by the client to prevent obscuration, there by eliminating false activations.
WARRANTY
All new equipment carries a 12-month guarantee. Exceptions to the warranty are: No warranty applies to light bulbs and infrared lamps.
CUSTOMER MAINTENANCE
FOR ALL PLANS: the customer should regularly check all fixings are still secure, the camera lenses are clean and ensure any recording is as expected.
The Data Protection Act 1998 places responsibility for the design, management and control of the CCTV system with the organisation and individual using the equipment.
You can find out your full responsibilities by visiting the information commissioners website at http://www.ico.org.uk and searching for “CCTV” in the search bar.
Amongst other things you will usually need to register with the ICO and put signs up.