Monitoring System Installation and Support Plans

Server Room Environments provides a complete range of consultancy, installation and support services to make sure you get years of reliable service from your environmental monitoring solution. Our engineers can install and help to configure your chosen device and sensors and ensure that alert messages are received, via email and SMS text alert distribution lists. We also provide remote and onsite support plans including sensor calibration and annual preventative maintenance.

Services section(s)

Device Installation Service

A complete monitoring device installation service for the environmental monitoring devices, sensors, detectors, converters, software (Cloud) and gateways we supply. Installation is carried out by the SRE Installations team and includes full system setup, configuration, test and onsite operational training.

Monitoring system installation prices are based on normal working hours (Mon-Fri 08:30 to 17:00) including travel. Prices for multi-site projects and out of hours installation are available on request.

For on-premise and Cloud portal software installation our support team and onsite engineers will provide guidance and work with your IT team to assist with connection of the monitoring devices to your network.

Remote and Onsite Support Plans

Remote and onsite support plans provide additional peace of mind for critical installations outside of the standard warranty package provided with each monitoring solution. The support plans include technical support and remote diagnostics, as standard and can be extended to include onsite preventative maintenance and 24/7 coverage.

Features	Bronze	Silver	Gold	Platinum
Remote/Onsite	Remote	Onsite	Onsite	Onsite
Technical Support*	Normal Working Hours	Normal Working Hours	Normal Working Hours	24/7
Remote Diagnostics	Included	Included	Included	Included
Firmware & Software Updates	Included	Included	Included	Included
Monitoring Software Level^	Review	Review	Review	Review
Automated Alerts	Review	Review	Review	Review
Extended Hardware Warranty	Included	Included	Included	Included
Fault Diagnosis	Remote Engineer	Onsite Engineer	Onsite Engineer	Onsite Engineer
Hardware Swap Outs	Customer	Onsite Engineer	Onsite Engineer	Onsite Engineer
Preventative Maintenance (PM)	–	–	Onsite visit, 1x per year	Onsite visit, 1x per year
Annual Sensor Calibration	–	–	During PM visit	During PM visit
Document Sensor Values	–	–	During PM visit	During PM visit
Site Visit Report	–	–	Included	Included

Note *: Normal working hours are Mon-Fri 08:30 to 17:00pm. Some Cloud-based monitoring portals are provided free of charge and others have an annual subscription charge based on the level and features provided. Our support engineers will review your monitoring software and advise if the subscription level requires upgrading in terms of the number of devices and sensors being monitored and the features required by your installation.

Note ^: HW-Cloud and Sensdesk do not have annual subcription levels. Room Alert subscriptions reduce to the Lite service after the first year without an annual subscription to a Personal, Professional, Enterprise or Ultimate subscription level. Room Alert upgrade prices are discounted if ordered with a Support Plan. For AKCPro there is an annual charge for 5 or more connected units.

The Server Room Environment RMA process applies for goods that require replacement under the warranty or extended warranty.

Please contact us for pricing.

Bronze Extended Warranty Support Plans

The Bronze Support Plan provides remote support and a 12month extension to the standard warranty. If there is the need to swap out a device or sensor, then this is sent to the customer for them to install and return the faulty item(s).

Silver Onsite Support Plans

The Silver Support Plan builds on the Bronze level by inclduing an onsite engineer for diagnosing faults that cannot be cleared remotely and to carry our any required device or sensor swapouts.

Gold Onsite Support Plans

The Gold Support Plan builds on the Silver level and provides more comprehensive support and preventative maintenance including onsite preventative maintenance and sensor calibration.

Annual maintenance and calibration site visit during normal working hours
Check all inputs to be operational
Calibrate Temperature & Humidity sensors using calibrated handheld meter
Simulate Water Detection sensor check
Exchange any faulty sensors
Document sensor values at sensor point
Document sensor values indicated by software
Report any faulty items covered by the Gold support plan
System commission and test
Issue signed calibration sheet to customer

Prices based on a site visit during normal working hours, scheduled with our engineering team. Preventative Maintenance takes place during normal working hours unless out of hours has been incorporated into the plan.

Platinum Onsite Support Plans

The Platinum Support Plan includes 24/7 support and extends onsite emergency site responses to include outside working hours including Sundays and bank holidays. Preventative Maintenance takes place during normal working hours unless out of hours has been incorporated into the plan.

Response Times for Telephone and Remote Access

Our target response times are for responses during normal working hours.

Remote Support: within 1 working hour unless covered by a Platinum Support Plan
Engineer On Site: next working day for calls before 12:00pm (Bronze, Silver and Gold Support Plans). Same day visits are available where an engineer is within easy reach of the site. For Platinum Support Plans a same day visit is available for calls before 12:00pm or next working day as required.

Outside the UK response times are subject to time zone differences, remote access availability and if site visits are required travel arrangements.