Systems that keep working, not just on paper.
Scheduled preventive maintenance, defined response SLAs and 24/7 phone support — delivered by the technicians who installed the system.
Three plans. One team.
All plans are delivered by Securcom's own licensed technicians — not subcontracted.
Annual
One scheduled service visit per year, plus break-fix call-out as required. Suitable for lower-risk or lower-complexity sites.
- 1× annual preventive maintenance visit
- System health check and fault report
- Battery and UPS testing
- Firmware review and update as required
- Business-hours phone support
- Break-fix call-out (charged per visit)
Bi-Annual
Two scheduled visits per year with defined response-time SLAs for faults. Suitable for most commercial and government sites.
- 2× preventive maintenance visits per year
- Full system health report after each visit
- Battery, UPS and door hardware testing
- Firmware and software updates included
- Business-hours phone support
- 4-hour critical fault response SLA
- Next-business-day non-critical response
- Discounted parts pricing
Quarterly
Four visits per year with 2-hour critical fault response and 24/7 phone support. For high-availability sites that cannot afford downtime.
- 4× preventive maintenance visits per year
- Comprehensive site audit annually
- Full firmware and software management
- 24/7 phone support for critical faults
- 2-hour critical fault response SLA
- Same-day non-critical response
- Parts and labour included (consumables excl.)
- Dedicated account technician
- Compliance documentation pack
* All plans quoted based on site scope. Custom plans available for multi-site or complex environments.
SLAs that mean something.
Our fault response SLAs are written into every Standard and Premium maintenance contract.
System failure or door hardware fault leaving site unsecured or inaccessible. Attended within 2 hours (Premium) or 4 hours (Standard).
Partial system degradation, camera offline, individual door fault. Attended next business day.
Non-urgent faults, software configuration changes, minor adjustments. Attended within 5 business days.
Every discipline, one contract.
Securcom can cover your entire security infrastructure under a single maintenance agreement — no separate contracts for CCTV, access, alarms and networking, and no finger-pointing between vendors when something goes wrong.
- Access control — controllers, readers, door hardware
- CCTV — cameras, NVR servers, storage and analytics
- Intercoms — door stations, master stations, lift intercoms
- Alarm systems — panels, detectors, communicators
- Gate automation — motors, loop detection, safety systems
- Security networking — PoE switches, fibre, patch panels
- UPS and backup power systems
24/7 monitoring, every alert.
Securcom's back-to-base monitoring service provides around-the-clock alarm monitoring through a Grade A1 monitoring centre. All events are logged, escalated per your response matrix and reported monthly.
Alarm triggered
Event received at monitoring centre within seconds of trigger.
Verification
Video verification where cameras are installed, or audio challenge.
Escalation
Keyholder notified, patrol dispatched, or emergency services called — per your matrix.
Report
Full event log available in client portal. Monthly summary reports included.
Documentation that satisfies audits.
Every maintenance visit produces a written report that forms part of your compliance record.