Cheap service and maintenance agreements too easily prove to be false economy, rather than value for money. Poorly maintained equipment will suddenly fail, or downtime can become excessive; the result, vital data can be lost, and valuable revenue is consequently lost.
Tyco Integrated Systems Service and Maintenance operations deliver real peace of mind. Our high calibre national team of engineers, all committed to a “first-time fix” ethic and backed by a comprehensive service resource , represents a support package that minimises equipment disruption.
We are committed to providing tailor made Service and Maintenance agreements to precisely meet an operation’s requirements. The Mosaic™ Service and Maintenance Plan offers a full range of specialist support over three service levels.
Entry Level/Bronze
At this level there are no preventative maintenance visits and call outs are chargeable.
To reflect the possible condition of the system, resulting from no preventative maintenance work and/or no software patches having been carried out, call charges are at risk of being unavoidably higher than they might otherwise be.
Calls out will be on a best endeavour basis. When called out the engineer may need to apply software updates.
Mid-Level/Silver
At this level we will provide quarterly preventative maintenance visits, these will take a day each except for very large or complicated systems.
To promote the advantages of preventative maintenance, the day rate for call outs are lower than at Bronze level. As with Entry level, response will be on a best endeavour basis.
Comprehensive/Gold Level
This is a fully comprehensive level of support with no call out charges.
As with the Mid-level support agreement, Comprehensive includes quarterly preventative maintenance visits.
Comprehensive level can guarantee response times, in comparison to other levels of service agreements. The guarantee will be in line with specific requirements of the customer and contract.
Tyco Integrated Systems Service Roles
The Service and Maintenance contract for Mosaic™ will provide the following support roles
1. Preventative Maintenance
2. Fault Diagnosis/ Fix
1. Preventative Maintenance
Depending on the service agreement, quarterly Preventative Maintenance of a Mosaic™ system will be conducted. Preventative Maintenance includes:
- Depending on the system size – either a check of every camera to ensure the video is available, live and recording; or on very large systems, a check of a sample of cameras on each Archiver.
- Reviews from the operators, to see if the system is performing as expected.
- Retrieving the system log file for off site analysis.
- A look at “saferun” on each of the servers.
- Take a field report from the system.
- A back up of the databases.
- A look at the RAID units to see if any disks are close to failure.
- An application of Windows patches as required.
- An application of Mosaic™ patches.
- An update firmware as required.
2. Fault Diagnostic/ Fix
There are two layers to the diagnosis and fixing of faults with a Mosaic™ system, in which Tyco will endeavour to provide both lines of support at the highest possible standards:
2.1 Initial investigation and diagnosis
2.2 Mosaic™ support team
Responding to a Reported Fault
A specialist Tyco Mosaic™ service engineer will make initial contact via telephone, and then dial in to the system/ attend the site to diagnose the fault. If the service engineer is unable to diagnose or fix the fault, they will escalate the fault to the Tyco Mosaic™ support team.
Using remote access in conjunction with the onsite service engineer the support team will attempt to resolve the problem.
Minimum Equipment Repair Times
Tyco Integrated Systems never make promises that they cannot keep. If the customer needs short fixes, a provision for spares will be required in the contract. This is because some suppliers offer service level agreements that state fixed times; where this is the case, these can be put back to back in the contract.
The core components of a Mosaic system are specified to cope with a level of hardware failure without loss of service. However, if down time is a major issue the system should be a resilient/redundant design.
Knowledge Base
To assist with fault finding TIS service engineers have access to a Mosaic™ Knowledge Base. This Knowledge Base contains information on known bugs, common problems and their resolutions, making Service easy, efficient and reliable.
Support Structure
The first line of support is provided by TFIS regional maintenance teams. The second line will be a more specialist team with a more advanced understanding of IP and IT systems.
All IP systems should include remote access to allow the support team to dial in and perform remote diagnosis and provide support to onsite engineers. Where remote access is not possible then the second line support will require site visits, this is reflected in the cost of the maintenance contract and call out rates.
Remote Access
Mosaic is a complex IT system; in order to maintain the system efficiently it is necessary that our engineers have remote access. Remote access allows engineers with specialised skill sets to carry out remote diagnosis of problems and support onsite engineers.
Remote access must have a minimum upload speed of 256Kbs.
