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ALARM, ACCESS CONTROL
PARTS AND LABOR
SERVICE PLAN
Parts and Labor
Parts and Labor coverage includes inspection, troubleshooting, adjustment, and replacement and/or repair of parts covered under the terms
of the contract agreement. Refer to Section 10 on the Quality Care
Maintenance Agreement for additional detail.
Average Response Time Guarantee
Average response time for alarm equipment is 4 hours.
As a long-standing partner,
Diebold Premier Services
exhibits exceptional service
with the ability to provide
coverage anywhere, anytime.
Diebold's definition of response time is the number of hours that elapses
between the time the customer contacts Diebold and requests service
(Contact Time) and the time that the Diebold technician arrives on site,
based on the customer's service maintenance plan coverage hours.
Diebold will respond on-site “outside” of a customer's contractual
coverage hours on a time & material basis.
Coverage Zone
Free & Clear Access
Diebold will respond to all U.S. service calls, regardless of distance. Calls
outside of 100 miles from a Diebold service branch are not subject to
response time and availability guarantee. Service branches have the right
to charge an additional fee for extremely remote areas or those that
require an alternate mode of transportation to access, such as air or sea.
Service rates are based on free and clear access to the
equipment. Heights exceeding 12 feet requiring special
equipment will result in additional costs
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ALARM, ACCESS CONTROL PARTS AND LABOR SERVICE PLAN
Money-Back Service
Satisfaction Guarantee
Every Diebold service plan is backed by our
Money-Back Service Satisfaction Guarantee:
Diebold guarantees that you will be happy with your
choice of Diebold Service for your equipment. If you
are dissatisfied Diebold will correct the problem to
your satisfaction and reimburse the service fee for the
month for the applicable piece of equipment.
Coverage Hours
Service plans can be customized to meet your specific
needs. For example, Saturday and Sunday hours are
available. Standard optional hours of coverage include:
• 8AM to 8PM, Monday–Friday
• 8AM to 11PM, Monday–Sunday
• 8AM to 5PM, Monday–Friday
• 24-hours, Monday–Sunday
Online Service Dispatch (DECALWeb)
DECALWeb provides a simple and efficient way to initiate,
monitor and update Diebold service calls online.
DECALWeb allows customers to:
• Initiate any type of call for all Diebold-serviced
equipment for any equipment under a service plan
Performance Driven Quality Checklist
(PDPM)
During maintenance service calls, the technician providing service will perform the Diebold quality checklist that includes
inspection of the alarm system and peripheral devices.
During the PDPM the technician will log onto the system keypad to check for communication and operation of peripheral
devices, check all batteries for proper charge, perform a visual
inspection of the system and report any issues to the customer.
Diebold provides this service during a normally scheduled service call. Any additional maintenance or repair not covered
under this agreement will be brought to the customer's attention and any work performed outside of contract coverage will
be billable at normal billed work rates.
• Log onto system keypad and review zone point conditions of
devices. Ensure devices are communicating. Check for low
battery indicator and/or missing devices on wireless system
(if applicable).
• While on keypad, review system status for proper alarm
operation.
• Check system back-up batteries, and cellular system batteries
for leakage, age, and proper charge level.
• Perform a visual inspection of alarm initiating devices.
Ensure devices are mounted securely and in good physical
condition.
Initicting devices include where applicable: desk mounted
holdup buttons, motion detectors, glass break detectors, card
readers (where available), perimeter door contacts, door
locking devices and/or magnetic locks, fire smoke detectors,
fire horn/strobes, fire pull stations and fire enunciators.
• Set a priority for the service
• Monitor the status of the call, including when the
customer solution engineer is expected to arrive
• Review the service action taken
• Identify when the problem has been resolved
Battery Coverage
Batteries will be checked and worn/defective batteries will
be replaced during a service call or during a PDPM.
Covered batteries include back-up alarm batteries, alarm
panel batteries and cellular batteries. A billable situation
may result if a customer requests the replacement of a battery is operating within normal ranges.
Exceptions to this Alarm/Access Control
Service Plan
The Subscriber agrees to cooperate with Diebold, Incorporated
in the care of the equipment, to keep the system supplied with
the necessary batteries to Diebold Specifications, to follow the
instructions for the care of the system, and to immediately notify Diebold, Incorporated of any irregularity in the operation of
the system. Software licensing/support and helpdesk support
are not covered by this service plan. When the equipment is
Underwriters' Laboratories certified, a renewal Underwriters'
Laboratories, Incorporated Certificate will be furnished to the
Subscriber during the life of this agreement. The Subscriber
understands that the Underwriters' Laboratories Certificate may
be revoked if the system is not properly maintained.
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ALARM, ACCESS CONTROL PARTS AND LABOR SERVICE PLAN
OPTIONAL COVERAGE
FOR ALARM SERVICES
The following represent optional coverage that can be added
to a standard labor only maintenance contract.
False Alarm Coverage
False Alarm coverage covers the labor and travel time for
up to two false alarm calls per year for the term of the
service agreement. A bill will not be generated for a
service call occurring during the defined hours of service
plan coverage due to an action, or lack thereof, by personnel, or by a third party (such as a cleaning crew), such
as peripheral devices being set off by marketing materials/animals/air vents and/or programming errors which
result in a false alarm situation.
False Alarm calls will be limited to two per year per site.
Sites that exceed two calls per year will be brought to the
customer's attention for immediate problem resolution.
The local service team will partner with the customer to
remedy the situation as much as possible. If the situation
continues, a billable situation may occur.
Communication Fault Isolation
This inclusion covers instances when Diebold responds to
a trouble service call and after troubleshooting, determines the issue is related to customer-based communications problems and not a Diebold equipment related
problem. If hardware is found to be the problem it will
be repaired at no charge under the contract. If the problem is caused by phone line, network or equipment failure, Diebold's technician will advise the customer, and
the call is not billed. Requests by the customer to wait
for or meet outside vendors will be scheduled as a separate service call, also known as a vendor access call, and
billed at the applicable hourly labor rate.
Includes: Time spent (up to two calls per year during
contract hours) isolating the possible Diebold equipment
problem from a non-Diebold equipment issues/communications problem.
Does Not Include: specific coverage of and/or replacement of communication devices and peripheral wiring
external to the alarm (cables, modems, routers, servers,
hubs, converters, etc.) or vendor access requests.
Requests by the customer to meet outside vendors will
be scheduled as a separate service call, also known as a
vendor access call, and billed at the applicable hourly
labor rate.
Personnel Error
A bill will not be generated for a service call occurring during the defined hours of service plan coverage due to an
action, or lack thereof, by personnel, such as incorrect keying of the alarm code or not being out of the building
before the system activates that result in a service call.
Personnel error calls will be limited to two per year per site.
Sites that exceed two calls per year will be brought to the
customer's attention for immediate problem resolution. The
local service team will partner with the customer to remedy
the situation as much as possible. If the situation continues,
a billable situation may occur.
No Problem Found
A bill will not be generated for a service call occurring during the defined hours of plan coverage where there is no
problem with the security system in question upon technician arrival.
No problem found calls will be limited to two per year per
site. Sites that exceed two calls per year will be brought to
the customer's attention for immediate problem resolution.
The local service team will partner with the customer to remedy the situation as much as possible. If the situation continues, a billable situation may occur.
Customer Requested On-Site Training
Diebold will provide one training session per security
system per contract term to educate personnel on the basic
operation of equipment at no additional charge. Training
must be requested by the customer. This contract uplift
allows for up to one-hour of training. Training that exceeds
one hour will be billable at standard billed work labor rates.
Contact Information:
Diebold, Incorporated
Diebold Premier Services
3792 Boettler Oaks Drive,
Suite A
Uniontown, Ohio
44685-7768
1.800.233.7771
1.800.DIEBOLD (to place a service call)
E-mail: service@diebold.com
www.dieboldpremierservices.com
© Diebold, Incorporated, 2009. All rights reserved. This summary is subject to the terms and conditions of the Quality Care Maintenance Agreement
and is not intended to change or vary any of the terms there of your signed service plan agreement for additional plan terms. Service is available on
most alarm and access control products. Other manufacturers will be reviewed on a case by case basis.