Service & Support

Bespoke Support Packages

Vindex Systems believe there will always be a requirement for preventative and reactive maintenance support to ensure our customers gain the greatest return on their investment. It is as important for a provider to have investment in spare parts, training and infrastructure as it is for the customer to be advised correctly on what to buy in the first place. Our dedication to customer support and our commitment to the above principals allows our focus to be on fix times and not simply response times.

At Vindex Systems we strongly believe that prevention is better than cure. However, we are realistic enough to know that electronics are very often quite simply go or no-go, so being able to respond quickly to a client’s servicing need is also very much a priority.

Each customer is provided with a tailored service and support agreement ensuring that key business infrastructure is maintained without the client paying the unnecessary fees built into standard support contracts.

Bespoke Support Packages

Vindex Systems believe there will always be a requirement for preventative and reactive maintenance support to ensure our customers gain the greatest return on their investment. It is as important for a provider to have investment in spare parts, training and infrastructure as it is for the customer to be advised correctly on what to buy in the first place. Our dedication to customer support and our commitment to the above principals allows our focus to be on fix times and not simply response times.

At Vindex Systems we strongly believe that prevention is better than cure. However, we are realistic enough to know that electronics are very often quite simply go or no-go, so being able to respond quickly to a client’s servicing need is also very much a priority.

Each customer is provided with a tailored service and support agreement ensuring that key business infrastructure is maintained without the client paying the unnecessary fees built into standard support contracts.

Remote Fix & Support

An increasing number of faults and issues on systems can be resolved remotely providing our clients with less downtime and a speedier response than waiting for an engineer to attend site.

Our helpdesk team will identify if there is an opportunity for remote fix and will allocate this to one of our remote support engineers. The engineer will request permission for remote connection. Once the fix has been completed the remote connection will be disconnected and the client advised.

Remote Fix & Support

An increasing number of faults and issues on systems can be resolved remotely providing our clients with less downtime and a speedier response than waiting for an engineer to attend site.

Our helpdesk team will identify if there is an opportunity for remote fix and will allocate this to one of our remote support engineers. The engineer will request permission for remote connection. Once the fix has been completed the remote connection will be disconnected and the client advised.

Reactive Response

Where a call cannot be resolved remotely an engineer will be scheduled for attendance to site, the response will be based upon the agreed Service Level response.

As part of our tiered engineer structure the appropriately skilled member of the team will be dispatched to site. Each engineer carries stock within their vehicle to repair many of the common faults that occur, in the event a fault cannot be resolved on the first visit replacement parts will be ordered and a follow up call arranged.

Reactive Response

Where a call cannot be resolved remotely an engineer will be scheduled for attendance to site, the response will be based upon the agreed Service Level response.

As part of our tiered engineer structure the appropriately skilled member of the team will be dispatched to site. Each engineer carries stock within their vehicle to repair many of the common faults that occur, in the event a fault cannot be resolved on the first visit replacement parts will be ordered and a follow up call arranged.

Preventative Maintenance

Security Systems require different levels of preventive maintenance based on their location, usage and criticality. From cleaning external cameras to tightening fixings on locks we use our experience to ensure that the preventive visit is not a tick in a box but a means to ensure the highest availability and reduce reactive calls and breakdowns.

As part of our PPM we assess the existing assets and map their condition and age against our knowledge of product lifetimes and general reliability expectations. We can utilise the clients asset list or develop one if it doesn’t exist so that every inspection is recorded and documented back to the client team.

Preventative Maintenance

Security Systems require different levels of preventive maintenance based on their location, usage and criticality. From cleaning external cameras to tightening fixings on locks we use our experience to ensure that the preventive visit is not a tick in a box but a means to ensure the highest availability and reduce reactive calls and breakdowns.

As part of our PPM we assess the existing assets and map their condition and age against our knowledge of product lifetimes and general reliability expectations. We can utilise the clients asset list or develop one if it doesn’t exist so that every inspection is recorded and documented back to the client team.

Software Support & Updates

Having a software service agreement in place is an important element of the overall support package. The agreement allows us to deploy feature and version upgrades as well as ensuring any patches necessary to overcome a software glitch or security vulnerability can be easily obtained and installed.

As part of the service we are constantly evaluating new versions of software. Using our virtual server test environment, we are able to replicate any clients combination of different systems to ensure that when it comes to performing an upgrade on the live system there are few or no surprises.

Software Support & Updates

Having a software service agreement in place is an important element of the overall support package. The agreement allows us to deploy feature and version upgrades as well as ensuring any patches necessary to overcome a software glitch or security vulnerability can be easily obtained and installed.

As part of the service we are constantly evaluating new versions of software. Using our virtual server test environment, we are able to replicate any clients combination of different systems to ensure that when it comes to performing an upgrade on the live system there are few or no surprises.

Technology Refresh Planning

Whilst the life cycle for Security Systems is relatively long there is still the need for a planned refresh and upgrade at some point. During the regular Account Management review meetings, we will help develop a long term plan to ensure our clients are not exposed to unknown risks or left with unsupportable technology.

When considering any kind of major system migration or upgrade the need to plan this very carefully with the support of an experienced specialist is essential.

Technology Refresh Planning

Whilst the life cycle for Security Systems is relatively long there is still the need for a planned refresh and upgrade at some point. During the regular Account Management review meetings, we will help develop a long term plan to ensure our clients are not exposed to unknown risks or left with unsupportable technology.

When considering any kind of major system migration or upgrade the need to plan this very carefully with the support of an experienced specialist is essential.