PLANNED PREVENTATIVE MAINTENANCE
&
OTHER ASSOCIATED SERVICES
The Benefits of Planned Preventative Maintenance (PPM)
When you had your Intruder Alarm installed, you made a major financial investment in securing your property. To protect both your investment and your property, it is vital that your Intruder Alarm is always in full working order. Remember, you never know when you will need it!
Batteries will require to be changed periodically and wiring and detectors can and do suffer minor, often unseen damage, which could cause false-alarms or worse still, prevent the system from operating correctly!
Where an alarm installation is an insurance company requirement, or, when a discount is being given by your insurance company for having an alarm system fitted, it is invariably a condition that the alarm system is ‘Professionally Maintained’ and the subject of a maintenance agreement.
Annual intruder alarm maintenance contract packages
A maintenance contract will ensure that your intruder alarm is inspected and tested regularly, and can often pre-empt issues with your alarm system which
would otherwise require an emergency call-out. As a contract customer, you are also guaranteed a response to an emergency call at the earliest possible time.
The highest standards in alarm maintenance
We only use equipment of the highest quality, and all our systems meet the requirements set out in the British and European Standards EN50131.
Our Commitment to you:
1. Attend your premises every 12 months and complete a comprehensive technical inspection of your system and provide a written report on its condition.
2. We will advise you of any remedial action that may be required if we discover any problems.
3. If a fault is discovered at the time of a maintenance visit, we will correct that fault. You may however be liable for the cost of any replacement components or equipment required to affect the repair and is subject to the maintenance plan held.
4. The European Standard on Intruder Alarms (EN50131/PD6662) recommends the periodic testing and inspection of Intruder Alarms and has produced detailed and comprehensive recommendations on the manner and conduct of such inspections, at each inspection we will: -
· Check history of alarm system since last maintenance service
· Visual inspection of all major alarm components including cabling & connections where accessible for signs of deterioration or damage
· Check mains power supply including charging rates
· Check battery power supply including charging rates
· Check and walk test all detectors
· Check satisfactory operation of manually operated devices e.g. panic buttons.
· Check and test all audible warning devices, sirens, and speakers
· Check and test remote signalling equipment (where appropriate)
· Repair minor faults where necessary (additional costs may apply
· Retrain the users on the use of the alarm system (if required)
· Log all test results
· Return the alarm system to operational status
Take-Over of alarm systems installed by another company
Even if your intruder alarm system was installed by another company, we are happy to take-over and maintain any kind of security system.
A take-over fee will apply which covers an engineer visiting your property to inspect, repair, test and reprogram your alarm as required. Our engineers are trained to service a wide range of intruder alarm products, you can rely on us to deal quickly and efficiently with any existing faults and issues you may be experiencing, and to keep your alarm system working.
Our Planned Preventative Maintenance
There are two residential intruder alarm PPM plans for you to choose from depending on your requirements and one commercial option for commercial business premises.
Alarm PPM plans are for 36 months duration.
Standard Residential PPM
· 1 Maintenance visit a year
· 12 Months warranty, parts, and labour
· Half price callout charges, out of hours callouts at normal cost
· Excludes the cost of parts
Extra Residential PPM
· 1 Maintenance visit a year
· 12 Months warranty, parts, and labour
· 1 free callout a year, half price after that, out of hours callouts charged at normal cost
· Includes the cost of replacement parts
Commercial PPM
· 1 Maintenance visit a year
· Half price callout charges
· Excludes the cost of parts
Other Services
Residential Monitoring
The alarm system is linked to a live monitoring centre and will respond to intruder alarm activity at the protected property
· Notify designated key holders
· Contact emergency services where visual confirmation is received
· Dual path communication
Commercial Monitoring
The alarm system is linked to a live monitoring centre and will respond to intruder alarm activity at the protected property
· Notify designated key holders
· Contact emergency services where visual confirmation is received
· Dual path communication
Alarm.com Control, Automation and Video
· Alarm.com mobile app
· Desktop computer customer portal
· View and control your alarm system, video, and home automation devices from anywhere
Additional monthly charges apply for PPM and Other Services shown above.
T
TERMS AND CONDITIONS FOR THE SUPPLY, INSTALLATION AND MAINTENANCE OF AN INTRUDER ALARM
Version 1.0 – November 2020
Part 1 – Definitions
In these Terms and Conditions (T&Cs) the following expressions shall have the following meanings: -
1.1 - Company – Castlegate Alarms
1.2 - Customer - The person, organisation or company being a signatory to this Contract and referred to in these Terms and Conditions as ‘You’ or ‘Your’
1.3 - Premises - The premises referred to in the System Design Proposal or where the security system subject of this contract is installed.
1.4 - Installation - The installation is the security system as specified in the System Design Proposal or the security system subject of this contract.
1.5 - Contract - The documents forming this contract include the System Design Proposal, Quotation, Acceptance form, Maintenance Schedule and these Terms and Conditions.
1.6 - Alarm Monitoring Centre - A continuously manned remote centre to which alarm activations are signalled (Remote Monitoring) and passed to the relevant authority (e.g Fire, Police, Keyholders). The Centres are operated by ACT Safeguard for Visonic alarm panels or Cougar for Alarm.com based software panels, whilst they are independent from the Company, they have been chosen by the Company to provide remote monitoring services to our customers.
1.7 - System Design Proposal - means the design specification which defines the level of protection and equipment installed as part of the Security System installation.
1.8 – Planned Preventative Maintenance – means the routine inspection of the installation to confirm that it continues to function in accordance with the System Design Proposal and to identify and rectify any items found faulty, worn, or in need of scheduled replacement. The Company offers different types of Planned Preventative Maintenance contracts offering different levels of cover.
1.9 - Corrective Maintenance – means the response to a customer reporting a fault with their security system and the subsequent repair of such faults, including false alarms from security systems.
1.11 - Insurance – The Company carries Public liability insurance in connection with its business, details of which are available upon request.
1.12 - Normal Working Hours – means Monday to Friday 08:00 hrs to 18:00 hrs (excluding Statutory Holidays)
Part 2 – General
2.1 Verbally issuing an instruction to the Company to carry out work is a ‘Contract’ and signifies the acceptance of these Terms and Conditions along with any other requirements defined in the System Design Proposals (SDP). For the purposes of clarity where the requirements of the System Design Proposal conflict with any part of these T&Cs, the SDP will take precedence. All other items and conditions not contained in or implied by the Contract are excluded. Nothing in these T&Cs, either stated or implied shall detract from the Customer’s statutory rights. Our Terms and Conditions may be updated occasionally, and the Latest T&Cs can be viewed on our website and supersedes all others.
Part 3 – Costs & Quotation
3.1 - The quoted cost of the installation may be revised if:
3.1.2 - You want the work carried out more urgently than agreed.
3.1.3 - You change the System Design Proposal.
3.1.4 - Your premises are in some way unsuitable for the installation to be completed in the form described in the System Design Proposal, for reasons or circumstances that was not apparent at the time of the original survey or there are circumstances we were not aware of at the time of providing our quotation.
3.2 Where the signalling uses a telephone line you are responsible for the connection to be a working connection.
3.3 Where the signalling uses a broadband service you are responsible for the service to be available and working at your expense.
3.4 Where the signalling uses a sim card and GSM module to communicate you are responsible for providing the sim card, the cost of the calls and the connection to the service provider to be a working connection unless otherwise stated by us in writing.
Part 4 – Customer ’s obligations
The following duties must be carried out by the Customer before installation starts to enable the Company to successfully install the System. The Customer must: -
4.1 - Obtain and pay for all necessary consents and licenses for the installation of the System (such as landlord’s consent); by signing this contract you guarantee that you have full authority to allow us to install and maintain the installation and no other consents are required.
4.2 - Give the Company free access to the premises on the date and time agreed to install the System, and arrange for easy access to all working areas and surfaces for the Company engineers to carry out the necessary work to install the System;
4.3 - Supply adjacent to the intruder alarm control unit, a non-switched fused 240v spur outlet where required, unless the Company’s engineer has been requested to fit this device by the Customer and this has been noted on the Quotation or in the SDP.
4.4 - Advise the Company of the existence of concealed water, gas, electricity, telephone, or other services (if any known about) and point out to the installation engineer their location before work commences.
4.5 -The Company will use reasonable skill and care in identifying any concealed services not so pointed out. The Company will only be liable for damage to these services or for resulting damage to the extent that it does not take such reasonable care.
4.6 - Be responsible for the lifting of any floorboards or floor coverings other than carpets. Note that the Company cannot be held responsible for any damage because of lifting and re-fitting carpets or be responsible for any proposed flush fitting of units and making good thereafter.
4.7 - If the Customer wishes the Company to use any existing equipment as part of the new System, it will be assumed to be in full working order. Where the Company on installation discovers this is not the case, any work required to bring such equipment up to an acceptable standard will be charged for on a time and material basis, but only after full agreement with the Customer.
4.8 - Where damage could be caused which may not be immediately apparent to our operatives, the Company cannot be held liable where it has not been notified of such a possibility.
Post Installation Obligations
4.9 - It is the responsibility of the Customer after the installation is completed to refit any floorboards, carpets or other floor coverings lifted by the customer before installation and to carry out any building work, cutting away, decoration or making good, unless specifically stated in the Specification (SDP), other than any required by the failure to exercise reasonable care and skill by the Company its employees or agents.
4.11 - At all times after the installation is completed the Customer will:-
4.11.1 - Operate the System in accordance with the instruction/User manual.
4.11.2 - Where applicable, pay any line or equipment charges due to third parties (and increases from time to time).
4.11.3 - Pay for all electrical supplies to the System and remain responsible for the upkeep and maintenance of all electrical supplies to the System
Part 5 - Company’s Obligations
5.1 - The Company will install the System at the premises or site specified in the Quotation/SDP on the anticipated date.
5.2 - The Company reserve the right to ask for a deposit and where this is required it will be shown on the Installation Agreement.
5.3 -The Companies engineers are very experienced and will use reasonable endeavours to install the System neatly and conceal cables wherever possible, but where this is impractical the cables will be surface run.
5.4 - The System will be installed in accordance with the regulations and requirements contained in the ‘European Standards for Intruder Alarms in buildings’ current from time to time on the date on which the installation starts. Any change made in the Standard for intruder alarms will not be deemed to be retrospective to existing installations.
5.5 - On completion of the installation, the Company will give one briefing and demonstration of the System to the Customer or his/her representative. (There may be an additional charge if further demonstrations are required.)
5.7 - Where a deduction from cost has been made by the Company for installation of first fix wiring by a third party, our engineers can only check the position of such wiring against their original specification. We cannot check or be held responsible for the integrity of the wiring as inevitably the wire runs are concealed behind plaster, under floors etc. Please be advised that the Company will only become aware of any problems with the integrity of such wiring when our engineer attempts to power up and commission the system.
5.8 - Carry out at the Company’s expense any repairs or replacement to the System (excluding existing equipment of the Customer incorporated into the system) required by any faulty materials or workmanship within twelve months of the Installation Date.
5.9 - At the request of the Customer and within a reasonable time after such request, carry out such further works to the System as are necessary to keep the same in operation or to modify, upgrade or replace the System at a price agreed by the Customer and the Company.
Part 6 - Monitoring & Maintenance (or maintenance only where relevant)
6.1 - Monitoring and Maintenance contracts are on a three-year fixed term basis, unless stated otherwise, running from the date of installation. The Company will offer ongoing contracts and will send details and a quotation for the following year’s charges, at least four weeks before expiry of the annual term. The Company shall have the right to increase such charges at each renewal from year to year, with charges reviewed on 1 January each year.
6.2 - The Customer will pay the Monitoring Charge for the first year on receipt of an invoice issued by the Company once connection has been made to the Alarm Receiving Centre.
6.3 - The Company will carry out Monitoring and Maintenance services as set out in the Installation Notes and as agreed in writing between the Customer and the Company.
6.5 - Maintenance Contracts are completely optional and the customer may renew or not renew as they see fit at each contract renewal.
6.8 - The Company will carry out routine maintenance inspection during the hours of 08:30 to 17:30 Monday to Friday (excluding Bank Holidays) on a date previously agreed with the Customer and in accordance with the relevant Standards where applicable.
6.9 - For customers with our ‘Standard and Extra’ maintenance plans: ‘non-chargeable and half price’ callouts of our engineers, only relate to callouts during Normal Working Hours. For our ‘Extra Residential Maintenance Plan’, we will only repair or replace equipment, at our discretion, free of charge, where it is found faulty, due to fair wear and tear (i.e. not damaged). The Company’s liability under these Maintenance Plans is strictly limited to the replacement or repairs to the installation.
6.10 - All callouts outside our Normal Working Hours would normally be chargeable, regardless of the Maintenance plan held. If we attend your premises at your request, in the event of a breakdown etc, such calls will normally be chargeable. (Subject to contract type). Where ‘free’ callouts are included in your maintenance contract - If we attend at your request and no fault is found – that call may then be chargeable at our discretion.
6.11 - The Preventative Maintenance contract may not include charges for any replacement parts, subject to contract type, and may therefore be charged as extra.
6.12 - Any call for us to attend your premises in an emergency will normally be affected as soon as possible or before the system next needs to be set, unless mutually agreed otherwise.
Part 7 - General Conditions
7.1 - Ownership of the installation and the Equipment will pass to the Customer on full payment of the balance of monies.
7.2 - The Customer will not assign, sell, charge, mortgage, pledge or attempt to part with possession of any part of the Company Equipment nor any interest in it nor encourage or allow any person to adjust, tamper, alter or interfere in any way whatsoever with the Company Equipment.
7.3 - The Company is entitled to transfer or assign all or any of its rights in this Agreement and to perform any of its obligations through nominated subcontractors although the Company will still be responsible to the Customer for its obligations.
7.4 - Any variation or modification of any of the terms and conditions of this Agreement must be evidenced in writing and signed by a duly authorised representative of the Company.
Part 8 – Termination
8.1 - If the Customer commits any breach of its obligations under the Contract and fails to remedy the same within 30 days of notice by the Company requesting the breach to be remedied, or if any payment due under this Contract is more than 30 days in arrears, the Company may terminate the Contract by giving the Customer 14 days’ notice in writing of the termination. This will not prejudice the Company’s right to reclaim any payment outstanding. In such circumstances 14 days’ notice of cessation of any Remote Monitoring will be given.
8.2 - The Company may terminate this Agreement immediately, without advice or notice of withdrawal, should any agreed payment fail to be made within 30 days of an invoice or direct debit. due payment date or if the Customer goes into liquidation, becomes bankrupt, makes a voluntary arrangement with his creditors, or has a receiver or administrator appointed.
8.3 - The Company reserves the right to terminate the Agreement immediately if the System or the premises are destroyed or so substantially damaged that the Company is unable to reasonably continue its obligations hereunder.
8.4 - Either the Customer or the Company may terminate this contract by giving a minimum of 60 Days’ notice in writing. Where the contract is terminated by the Customer, any unused portion of the contracts Monitoring and/or Maintenance contract will not be refundable.
8.5 - This contract is non-transferrable, and should you move from your premises the contract will cease and will not be automatically transferred to the new owner/occupier, nor will any refund be given.
8.6 - If the Company is not paid the balance of the Installation Charge as set out in Para 7.1, it may remove the System from the Customer’s premises. In this event, the Customer will be responsible for any breakage or other damage, in particular for the refitting of any floor boards, carpets or other floor coverings and to carry out any building work, decoration or making good, arising from the removal of the Equipment unless the same is caused by the failure to exercise reasonable care and skill by the Company, its employees or agents.
Part 9 - Limitation of Company’s Liability
PLEASE READ THIS SECTION CAREFULLY. IT CONTAINS RESTRICTIONS ON THE COMPANY’S LIABILITY IN THE EVENT OF A CLAIM BY THE CUSTOMER
9.1 - The System is intended only to reduce the risk of loss or damage to the property and injury to persons on the premises to the extent that is reasonably practicable by using such equipment. The Company gives no undertaking to the Customer that the System may not be compromised or circumvented or that the System will prevent any loss by burglary, theft or otherwise. The Company does not guarantee that particular loss, damage, or injury can and will be prevented by use of the System and the Customer is advised to arrange sufficient insurance cover to cover such an eventuality.
9.2 - The Company has provided limited insurance cover for itself with indemnity claims made against it in respect of accident, injury, loss, or damage. Cover also extends to ‘Failure to Perform’ or wrongful advice given unwittingly, further details of our insurance cover will be provided upon request.
9.3 - The Company accepts no liability for claims falling outside the ambit of the indemnity referred to in 9.1 and the customer is advised to arrange sufficient insurance cover in respect of any such claims arising.
9.4 - The Company does not accept any responsibility for the costs or replacement of any part of the system resulting from fire, flood, accident, neglect, misuse, malicious damage, or electrical power surges (lightening).
9.5 - Like all electronic equipment, although rare, the system or its components could fail to work as designed to do. The Company is therefore unable to guarantee that the installation will be operational at any specific time or for any specific period. The Company will provide details on request as to how a Customer can perform regular tests to verify that the equipment contained in the installation is operational between routine maintenance inspections carried out by the company.
9.6 - The Company shall not be liable for any loss or damage suffered by the Customer however caused, whether as a result of any failure to exercise reasonable care and skill, breach of these terms, false statement or otherwise or resulting from any unauthorised entry or burglary, theft, robbery, damage, disturbance or any other cause, in excess of the insurance cover we hold.
9.7 - The Customer shall be liable for the cost of any key holding charges regardless of the nature of the call including any alarm equipment failure.
9.8 - The Company will have no liability for any loss suffered by the Customer as a result of a call not being received at the Alarm Receiving Centre, if this is due to the fault of BT or other communications provider, a failure in the electricity supply to the System or the Alarm Receiving Centre or as a result of the Company’s premises being evacuated, due to causes such as fire, bomb alerts or gas leaks.
9.9 - The Company or its insurers shall not be liable or investigate any claim for loss unless the Customer has given written notice as soon as is reasonably practicable (14 days) after its occurrence or it coming to the Customer’s attention and the Customer shall give the Company and/or its insurers every facility to investigate such occurrence.
9.10 - The Company shall not under any circumstances whatsoever be liable for any loss or damage however caused which was not caused directly by a breach of these terms or a failure to exercise reasonable care and skill on the part of the Company.
9.11 - FORCE MAJEURE - Any failure by the Company to fulfil any of its obligations under the terms of this Contract, due to reasons beyond its control shall not be considered a breach of this contract. Castlegate Alarms, Rose Cottage West Leigh, East Grinstead, West Sussex, RH19 4DU.
