Support

Alamo Integrated Systems (AIS) believes that great customer support will provide future business opportunities. Our goal is to ensure our customers speak well of us as a business partner in Integrated Electronic Security and Fire Protection. With this in mind, we have a very generous support program with options for maintenance contracts. Any customer requesting assistance will fall into 4 possible categories: phone support, on-site service, onsite warranty, or Extended Maintenance contract.

Phone Support

AIS will provide complementary telephone support to trained personnel for the life of the installation at no cost to the customer. AIS will attempt to work with the customer on the problem, and provide verbal suggestions in resolving the problem, as well as contacting manufactures to discuss solutions. Many times, problems can be resolved over the phone. If excessive phone support is required with a particular customer over an extended period of time, AIS management will contact customer about training options.

On-Site Service (Non-warranty)

AIS, at the request of a customer, will perform a service call to the customer’s location to assist in problem resolution. If the customer is not under a service contract, or the equipment is not under AIS warranty, the following rates will apply. Labor: Standard labor rates apply Monday-Friday 8AM-5PM, excluding holidays. Outside of these times is considered overtime. A one hour minimum applies to standard labor, two hour minimum for overtime. Calculated hours include travel time and on-site time. Service beyond a 50 mile radius of San Antonio, Texas may be subject to travel costs. Contact Alamo Integrated Systems Inc for current labor rates. Parts: All parts that require manufacturers repair will be billed to the customer at the cost of actual repairs plus handling fees. Minimum handling fee is $50.00. Any shipping fees will also be billed the customer.

On-Site Service (Warranty)

AIS will provide 90 days of on-site labor warranty to the customer at no charge. After 90 days, we will continue to honor the manufacturers hardware warranty, but AIS labor rates will apply. This does not include software/hardware changes desired by the customer. If the problem is found to be unrelated to our workmanship or products, the customer will pay for the service as documented in the On-Site Service section above. Advanced replacement of failed parts is generally not available. Acts of god, product abuse, and vandalism are not covered under warranty repair.

Extended Maintenance Contract

During the 90 day warranty period, the customer may sign a extended maintenance contract with AIS. This generally documents the term of the contract, covered items, labor cost, etc. Any service calls for a customer under a maintenance contract will be charged based on the maintenance contract rates/fees. Please see reverse side for details of Extended Maintenance Contracts.

Any Questions/Concerns to the AIS Service Policy, please contact

Alamo Integrated Systems Inc. at (210)674-8041

Extended Maintenance Contracts

Three levels of maintenance contracts are available: Gold, Silver, and Bronze. The purchase of these contracts should be done in the first 90 days of the installation. After the 90 day period, an on-site visit may be required prior to initiating a maintenance contract to ensure all items are in good working condition. Acts of God, product abuse, and vandalism are not covered under any maintenance contract.

Gold Level

A Gold level maintenance contract includes 100% coverage of all parts and labor for the life of the contract. Any part that fails will be replaced without customer expense. All labor required to repairs defective items will be included at no charge. General on-site technical support of 10 hours/year will be included at no charge to provide general computer assistance, programming, etc. as the customer requests. Additionally, two inspections per year are included. This contract is ideal for customers who do not want to have to deal with invoices throughout the contract term, or customers who like to budget for fixed costs in maintenance repairs.

Silver Level

A Silver Level maintenance contract includes 100% coverage of all labor for the life of the contract. Any part that fails will fall under the manufactures warranty coverage, or customer will be responsible for all repair costs. All labor to repair/replace items will be included at no charge. Shipping charges of defective parts may be billed to the customer. General on-site technical support of 5 hours/year will be included at no charge to provide general computer assistance, programming, etc. as the customer requests. Additionally, one inspection per year is included. This contract is ideal for customers that want most maintenance items covered, but are willing to accept some costs in the event of non-warranty equipment failure.

Bronze Level

A Bronze Level maintenance contract includes a set number of hours of on-site service at pre-paid reduced rates. The number of hours is determined in the contract. Any part that fails will fall under the manufactures warranty coverage, or customer will be responsible for all repair costs. Yearly inspections may be included at the customer’s request as documented in the contract. This contract provides minimal coverage for onsite labor and yearly inspections at a pre-paid reduced rate.

 

Matrix Comparison Of Maintenance Level