Question:
Ken,
When remotely accessing a Subscriber’s panel to make programming changes how
do we best protect ourselves since a tech is not at the premise to get a
Service Agreement signed?
Thanks,
David Coon, President
Covan Systems
Livermore CA 94551-5148
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ANSWER:
This is almost a trick question.
Your relationship with your subscriber is governed by your contracts. Sales
covers the installation and warranty work. Monitoring covers monitoring and
service of the communication device or software. Service covers non warranty
service.
If you are remote programming then you must have authority from the
subscriber to do that, and that authority is found in your contract. My contracts
provide for remote programming. There is no need to get separate permission or
to worry about a "service contract."
The point is you should already have a service contract with your
subscriber, or you shouldn't be doing any service.
I have repeatedly advised that you use service contracts. Mine provide for
either recurring revenue or a per call relationship. In either case you would
be protected doing remote programming. The monitoring contract also provides
for remote programming.
If you don't have a contract with a subscriber, then you have no business
remote programming, and you have no protection if you make mistakes, or if your
subscriber thinks you made mistakes.
Just to make myself clear, you should not be doing anything for a subscriber
if you don't have a contract.
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Comments:
Ken
There have been some cases that have gone to court in the state of Wisconsin
over remote programming of fire alarm systems. Here are the bases for the
suites. Some townships require that if any reprogramming is done on the fire
alarm system that it must be fully tested and that test must be done in the
presents of the fire dept marshal.
The above actions have been brought by the townships. Bottom line is in the
contract or not at least for fire alarm systems DO NOT DO IT
Donald Fugate
Falcon Alarms L.L.C.
Kenosha, WI 53144
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Dear Ken,
Regarding the Remote-Programming issue: What if you have a Service Contract
with the Subscriber, on a recurring basis, and your Subscriber makes frequent
code changes, necessitating regular remote programming – can this be billed
separately, yet covered by the Service Contract? I believe that it would be
covered, under Item #10 on your Service Contract.
Many thanks,
Joe
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Ken,
Just to chime in on this one. I know that the "golden egg" in this business
is the recurring revenue. In order to get there, I've seen a few dealers do
things that they should probably not.
Either intentionally, or sometimes just by not asking the right questions.
This pursuit, in my honest opinion, is why NJ now has licensing for alarm
companies.
I agree with the other respondents, in that this would be a bad customer. I
don't run my business as a "secret" and try to be open with my customers. You
don't want your customers fiddling with programming however. Some know
enough to be dangerous, even without the codes, and we become the ones on the hook
when it all goes bad.
Giving a code may seem like a small thing, but where does it end in this
industry. I would not take this guy. The problem with this industry is that
someone else will just for the "buck", and we all lose.
William
Securitech
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Ken,
In reference to the comment from FALCON ALARMS and “ Some townships require
that if any reprogramming is done on the fire alarm system that it must be
fully tested and that test must be done in the presents of the fire dept marshal.
”
Technically the testing should be required by all jurisdictions if they
follow NFPA 72. It is in section 10.4 under “TESTING”. All reacceptance testing
requirements are explained here.
It does not mention however, the need for a Fire Marshal or other AHJ to
witness it.
Jim Anderson
Audio Sentry Corporation
Fraser, MI. 48026
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UL systems may require technician on-site when system is remotely accessed,
but most non-UL burg alarms are routinely programmed remotely. Some customers
do require frequent code changes. Those are good customers. They properly
use the system and rarely (if ever) cause false alarm or a problem. You may not
like doing the programming, maybe you should get paid little more for the
monitoring, but keep in mind that it is better to have your system up to date,
instead of people giving the same code to other users. When something
happens, the person disarming the system could be a burglar or fired employee.
Dusan