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MAINTENANCE AND SERVICE OF SECURITY ELECTRONICS SYSTEMS

MAINTENANCE AND SERVICE OF SECURITY ELECTRONICS SYSTEMS. By: Mickey Wydick. Biography. Security Electronics Sales and Design Engineer Graduated from Rose-Hulman Institute of Technology ‘99 Four-year Degreed Electrical Engineer (B.S.E.E.)

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MAINTENANCE AND SERVICE OF SECURITY ELECTRONICS SYSTEMS

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  1. MAINTENANCE AND SERVICE OF SECURITY ELECTRONICS SYSTEMS By: Mickey Wydick

  2. Biography • Security Electronics Sales and Design Engineer • Graduated from Rose-Hulman Institute of Technology ‘99 • Four-year Degreed Electrical Engineer (B.S.E.E.) • Employee of SCSS as a Design/Sales Engineer since June 2004 • “My mission is to create a customer who creates more customers by telling their friends.”

  3. WHAT IS A SECURITY ELECTRONICS SYSTEM? • Touchscreen Door control stations

  4. WHAT IS A SECURITY ELECTRONICS SYSTEM? • Intercom system • Intercom stations • Paging speakers • Master stations • Communication Controllers

  5. WHAT IS A SECURITY ELECTRONICS SYSTEM? • Video system • Cameras • Recording servers • Client PCs and monitors • Ethernet switches

  6. WHAT IS A SECURITY ELECTRONICS SYSTEM? • Duress system • Card access system • Guard tour system

  7. WHAT IS A SECURITY ELECTRONICS SYSTEM? THE HEARTBEAT OF YOUR FACILITY!

  8. WHAT THEY USE TO BE

  9. What they are now

  10. WHAT THEY USE TO BE POWER COAX COAX CAMERA MATRIX SWITCH ANALOG DVR COAX ANALOG MONITOR

  11. WHAT THEY ARE NOW FIRMWARE IP ADDRESS SOFTWARE IP ADDRESS IP ADDRESS ANALYTICS RESOLUTIONS CAT 6 CAT 6 NETWORK IP CAMERA NVR VLANS FRAME RATES CONFIGURATION CONFIGURATION CONFIGURATION MULTI-IMAGERS SOFTWARE

  12. DEFERRED MAINTENANCE • Costs money • Costs time • Employee overtime • Un-safe working conditions • Lawsuits • System downtime could be days!

  13. Do I have a plan? • What if a part fails? • Do I have spare parts? • Does my service provider have a 24/7 toll-free number? • Do I know how to enter a service ticket? • Was a remote connection installed? • Is there a service technician close? • Am I under a Service Level Agreement (SLA)?

  14. Types of Service Level Agreements • Phone support only • Labor only with Preventative Maintenance trips (8a-5p) • Labor only with Preventative Maintenance trips (24/7) • Material & Labor (8a-5p) • Material & Labor (24/7) • Embedded technician • Stay away from limited trip agreements!

  15. What Should Be In My SLA? • Description of services • Service Performance • Service costs • Service provider responsibilities • Customer responsibilities • Problem management and disaster recovery(Priority 1,2) • Periodic review process • Termination

  16. Description of Services • What services are included in the SLA? • What services are NOT included in this SLA? • How will service be delivered? • What are the hours of operation (regular business hours and after hours support)? • When will regularly scheduled maintenance be performed?

  17. Service Performance

  18. Service costs • Have ALL costs written WITHIN the agreement • Explanation of those costs • Define any costs that are OUTSIDE the agreement • Define a maximum cost increase for recurring agreements

  19. Service Provider and Customer Responsibilities • Define EXACTLY what the responsibilities are for the service provider • Response time? • Are parts covered? • Just as important is to define EXACTLY what the responsibilities are for the Customer • Customer to have a remote connection into security network

  20. Problem Management and Disaster Recovery • Priority 1 issue – Define (Complete system outage) • Example: Main PLC outage, no control of doors, intercoms, or video – Phone response within 2 hours, onsite within 4 hours, must have spare onsite • Priority 2 issue – Define (Multiple device failure) • Example: 2 or more cameras are down – Phone response within 2 hours, onsite next business day, parts arrive within 2 business days if no spare • Priority 3 issue – Define (Single device failure) • Example: 1 intercom or camera is down – Phone response within 2 hours, onsite 2-3 business days (if needed), parts arrive in 3-5 days if no spare

  21. Periodic Review • Your SLA is an ever-changing document • Systems are changed, updated, and expanded upon • Your budgets can change • Customer turn-over • Service provider turn-over

  22. Termination • Both parties need to be protected with a termination clause if either party is not meeting the specifics of the SLA contract.

  23. Go Beyond the SLA: Budgeting & Spare parts • Budget • Hardware refreshes (obsolete parts) • Software and firmware updates • Anything not covered under the SLA • Spare parts • Examples: 1 PLC processor, 1 Control PC, 2 of each type of camera, 1 intercom station, spare recording server drives

  24. Most Important aspect • The most important aspect of maintaining and servicing your Security Electronics System: • Have a good relationship with your Security Electronics provider!

  25. Summary • We learned what a Security Electronics System is • How simplistic they use to be vs. what they are today • What deferred maintenance can cost you • Talked about the different types of SLA’s • What should an SLA consist of? • Beyond the SLA: Budgeting & spare parts • The most important aspect of maintaining your system.

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