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.
- AC Unit Maintenance
- Air Conditioner Repairs
- Battery Installations
- Cabling Installations
- Cleaning Services
- Cooling Site Surveys
- Data Centre Maintenance
- Disposals and Recycling
- Electrical Installations
- Generator Services
- Hire and Rental
- Load Bank Testing
- Monitoring Services
- Project Management (1)
- Removals and Relocations
- Room Integrity Tests
- Server Relocations
- Smart Hands
- Structured Cabling
- Technical Support
- Thermal Camera Surveys
- UPS Installations (1)
- UPS Maintenance
- UPS Site Surveys
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.
|Technical Support*||Normal Working Hours||Normal Working Hours||Normal Working Hours||24/7|
|Firmware & Software Updates||Included||Included||Included||Included|
|Monitoring Software Level^||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.
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