Praetector SLA Terms and Conditions

We believe we have the strongest, most forward-looking SLA in the industry. We believe in making it public and universal for all our customers. We believe in making this commitment and working with our customers to exceed their expectations daily.

1. Application of Praetector SLA

Praetector and all affiliates (“Praetector”) Service Level Agreements (SLAs) provide Customers globally with certain rights and remedies regarding the performance of Praetector Services (as defined below).

SLAs apply to all customers worldwide Praetector unless otherwise specified for a customer.

2. Definitions

For purposes of these Praetector SLAs, the following terms have the meanings set forth below:

In no way will an SLA breach be deemed to occur for a particular Customer if that Customer does not purchase the breached service from Praetector.

3. Summary of Praetector SLAs

following Service Level Agreement is an agreement ensuring rapid response time, preferential scheduling, discounted labor rates, and customized service arrangements. The agreement includes customer support for systems and networks not normally covered under this contract including, but not limited to: Customer’s custom software applications and other commercially available products to be named at a later date. Special “Customer’s” provisions shall also include any consultation-related services at a discounted rate.

This contract specifically covers on-site, remote login, or maintenance for any equipment and/or software listed in the agreement, but it will not cover equipment additions or special projects for each property. Nor will it cover “out of warranty equipment more than 1 year old”.

Closed Circuit Television (CCTV) Surveillance System

• 24 hours / 365-day Emergency response
• Replacement unit if problem not able to be fixed (does not include out-of-warranty equipment more than 1 year old)
• Pre-planned preventative maintenance visits
• Check the history of the system since the last maintenance visit.
• Visually inspect all major components (including cabling & connections where accessible) for signs of deterioration or damage and rectify as necessary.
• Check all control equipment (e.g., monitors, DVRs, multiplexers units) for correct operational and programming (Including time/date settings)
• Clean cameras lenses & housings as necessary
• Check lenses for correct focusing & operation of auto-ins and adjust as necessary.
• Check lenses for correct field of view and adjust as necessary
• Check the satisfactory transmission of images to the remote site (where applicable)
• Inspect brackets, housings & associated fittings for corrosion or damage.
• Ensure clamping bolts/brackets are tightened correctly.
• Repair any minor faults.
• A Praetector Engineer will physically check the CCTV system to make sure it is fully operational and report any defects or damage
• Return system to operational status (where applicable)
• Unlimited Telephone Support.
• Unlimited Remote Desktop Support.
• Full reporting of maintenance visits by email (Log test results)
• All labor costs included

Access Control Systems

• 24 hours / 365-day Emergency response
• Replacement unit if problem not able to be fixed (does not include out-of-warranty equipment more than 1 year old)
• Pre-planned preventative maintenance visits
• Check the history of the system since the last maintenance visit.
• Visually inspect all major components (including cabling & connections where accessible) for signs of deterioration or damage and rectify as necessary.
• Check the history of the system since the last maintenance visit.
• Check mains & stand-by power supplies including charging rates
• Check all control equipment (e.g., readers, pin-pads, locks, strikes, closures) for correct operation and programming (including. time/date settings.)
• Check input/output controllers for correct operation.
• Check emergency break-glasses and manual exit devices for correct operation.
• Back up historic data and database.
• Carry out any minor adjustments or repairs.
• Log test results.
• Return system to operational status.