Support & Maintainance


Observer Silver Level

Charge: Depends on Configuration.

Includes:

  • Unlimited UK Telephone Support 09:00-17:00 Mon -Fri. (GMT/BST)
  • Remote Diagnostics (if access available)
  • All Software & Maintenance Hardware Updates.
  • Cost of replacement parts outside warranty.
  • Exchange Replacement Unit for faults.

 


Excludes:

  • Annual Maintenance visit.
  • Cost of On - Site Visits.
  • System Integrity Check.

Additional services and options will be charged at ½ and full day rates as required.

Response Times

Telephone / Remote dial: in.Within 1 Hour

Site Visit (Call before 12 noon): Within 24 Hours (See note 2)

Site Visit (Call after 12 noon): Next working day (See note 2)

Note 1. Travel & Accommodation will be charged separately at normal economy rates for installations outside of the UK Note 2. Response times are subject to flight availability for installations outside of the UK.

 

 

Labour Rates

Half Day £287.50

Full Day £575.00


Observer Gold Level

Charge: Depends on Configuration.

Includes:

  • Unlimited UK Telephone Support 09:00-17:00 Mon -Fri. (GMT/BST)
  • Remote Diagnostics (if access available)
  • All Software & Maintenance Hardware Updates.
  • Cost of replacement parts outside warranty.
  • Exchange Replacement Unit for faults.
  • Cost of On - Site Visits (Travel & Labour See Note 1)
  • Annual Maintenance Visit. (See right for details)
  • System Integrity Check (heartbeat monitored by BTI) Observer only.

 

Annual Maintenance Visit

Includes:

  • Check all inputs to be operational
  • Calibrate all Temperature & Humidity sensors using calibrated hand held meter
  • Exchange any faulty sensors
  • Document sensor values at sensor point
  • Document sensor values indicated by software
  • Report any faulty items to customer which are not covered by maintenance
  • Full system commission & test
  • Issue signed calibration sheet to customer

Additional services and options will be charged at ½ and full day rates as required.

Response Times

Telephone / Remote dial: in.Within 1 Hour

Site Visit (Call before 12 noon): Within 24 Hours (See note 2)

Site Visit (Call after 12 noon): Next working day (See note 2)

Note 1. Travel & Accommodation will be charged separately at normal economy rates for installations outside of the UK Note 2. Response times are subject to flight availability for installations outside of the UK.

Labour Rates

Half Day £287.50

Full Day £575.00


Room Alert Silver

Charge: Depends on System Type.

Includes:

  • Unlimited Telephone Advice & Support
    • UK Mon–Fri 0900 – 1700 (GMT/BST)
    • US Mon–Fri 1700 – 2200 (GMT/BST)
  • All Software & Firmware Updates
  • Cost of replacement parts outside warranty.
  • 100% Hardware Replacement Guarantee (Next Working Day in UK)
  • Download Access on Website

 

 

Excludes:

  • Annual Maintenance visit.
  • Cost of On - Site Visits.

Additional services and options will be charged at ½ and full day rates as required.

Response Times

Telephone / Remote dial: in.Within 1 Hour

Site Visit (Call before 12 noon): Within 24 Hours (See note 2)

Site Visit (Call after 12 noon): Next working day (See note 2)

Note 1. Travel & Accommodation will be charged separately at normal economy rates for installations outside of the UK Note 2. Response times are subject to flight availability for installations outside of the UK.

Labour Rates

Half Day £287.50

Full Day £575.00


Room Alert Gold

Charge: Depends on System Type.

Includes:

  • Unlimited Telephone Advice & Support
    • UK Mon–Fri 0900 – 1700 (GMT/BST)
    • US Mon–Fri 1700 – 2200 (GMT/BST)
  • All Software & Firmware Updates
  • Cost of replacement parts outside warranty.
  • 100% Hardware Replacement Guarantee (Next Working Day in UK)
  • Download Access on Website
  • Cost of On - Site Visits. (Travel & Labour See Note 1)
  • Annual maintenance Visit. (See below for details)

 

Annual Maintenance Visit

Includes:

  • Check all inputs to be operational.
  • Calibrate all Temperature & Humidity sensors using calibrated hand held meter.
  • Exchange any faulty sensors
  • Document sensor values at sensor point
  • Document sensor values indicated by software
  • Report any faulty items to customer which are not covered by maintenance
  • Full system commission & test
  • Issue signed calibration sheet to customer

Additional services and options will be charged at ½ and full day rates as required.

Response Times

Telephone / Remote dial: in.Within 1 Hour

Site Visit (Call before 12 noon): Within 24 Hours (See note 2)

Site Visit (Call after 12 noon): Next working day (See note 2)

Note 1. Travel & Accommodation will be charged separately at normal economy rates for installations outside of the UK Note 2. Response times are subject to flight availability for installations outside of the UK.

Labour Rates

Half Day £287.50

Full Day £575.00