Original Support
Security Design’s Original Support
Our helpdesk (S-DOC) mainly responds to issues in the areas of technology, installation and operation. Our Quality Management Center (QMC) conducts verification and inspections for maintaining the quality of products, while our maintenance staff offer support by servicing products and systems in the field (field services).
S-DOC (Operation Center)
S-DOC (Security Design Operation Center) is a dedicated helpdesk for business partners. Expert technical staff provide technical, installation-related and operational support for products starting from pre-introduction review and continuing through configuration on introduction, post-introduction operations, troubleshooting and so on.
Pre-introduction Consultation
We respond to pre-introduction consultations concerning device selection, operating environment and so on.
Maintenance Follow-up
We isolate troubles and firstly deliver substitute devices before asking the return of the failed ones.
Operations
We offer telephone support to customers concerning OSD menu operations, device installation, recorder configuration and so on.
QMC (Quality Management Center)
At the QMC (Quality Management Center), expert staff work to improve quality and enhance performance by cooperating with S-DOC and consolidating product quality information to ensure that customers can use our products with peace of mind. The Center checks the quality of incoming products, sends substitute products when troubles arise in purchased items, and implements verification, reporting and cause investigation/improvement on returned products. Staff aim to realize better products by repeatedly sharing information and conducting improvement meetings with manufacturers.
Field Service
To ensure that customers can use products and services with peace of mind, we dispatch expert maintenance staff to provide support at installed locations. With each sales office acting as a support center, engineers are dispatched into the field to conduct adjustments and maintenance.
(For details, please check with each sales office)
SD Maintenance Services
We offer SD maintenance service plans to ensure that customers can safely operate introduced security systems. Support is provided for five years following system installation.
Basic Contents
| Contract period | 5 years’ support from installation (automatic renewal each year) |
|---|---|
| On-call availability | 24 hours a day, 365 days a year |
| Onsite work | Dispatch of service staff into the field |
| Operation support | Telephone explanation of system operations |
| Service cost and payment method | Once a year or monthly |
※If customers are located more than 100 km from Security Design Headquarters, separate travel/accommodation costs are incurred for periodic inspections and on-call dispatches.
Service Contents
| Plan | Product warranty | Warranty target products | period Onsite response time |
|---|---|---|---|
| Standard Plan – S24 | ○ | All introduced systems, except for limited special products, are covered. The warranty period is five years from introduction. |
Service is provided within four hours of receiving calls. |
| Standard Plan – S8 | ○ | All introduced systems, except for limited special products, are covered. The warranty period is five years from introduction. |
Services are provided during business hours (09:00-17:45). (If a call is received after 12:00, it may not be possible to provide service until the next business day). |
| Light Plan - L24 | × | - | Service is provided within four hours of receiving calls. |
| Light Plan – L8 | × | - | Services are provided during business hours (09:00-17:45). (If a call is received after 12:00, it may not be possible to provide service until the next business day). |
| If no maintenance contract is signed | × | - | Services are provided for a charge during business hours. (If a call is received after 12:00, it may not be possible to provide service until the next business day). |
| Light Plan - L24 |
Product warranty:○ Product warranty： All introduced systems, except for limited special products, are covered. The warranty period is five years from introduction. period Onsite response time：Service is provided within four hours of receiving calls. |
|---|---|
| スタンダードプラン-S8 |
Product warranty:○ Product warranty：All introduced systems, except for limited special products, are covered. The warranty period is five years from introduction. period Onsite response time：Services are provided during business hours (09:00-17:45). (If a call is received after 12:00, it may not be possible to provide service until the next business day). |
| Light Plan - L24 |
Product warranty:× Product warranty：- period Onsite response time：Service is provided within four hours of receiving calls. |
| Light Plan – L8 |
Product warranty:× Product warranty：- period Onsite response time：Services are provided during business hours (09:00-17:45). (If a call is received after 12:00, it may not be possible to provide service until the next business day). |
| If no maintenance contract is signed |
Product warranty:× Product warranty：- period Onsite response time：Services are provided for a charge during business hours. (If a call is received after 12:00, it may not be possible to provide service until the next business day). |
※If customers are located more than 100 km from Security Design Headquarters, separate travel/accommodation costs are incurred for periodic inspections and on-call dispatches.
Service Contents
Maker Protection Plan
Customers can subscribe to the maintenance service offered by the manufacturer. (For LENEL, it is essential to subscribe to the manufacturer’s protection plan).
Maker Protection Plan
A maintenance service for software provided by the manufacturer, Security Design subscribes to this service according to the manufacturer and each customer. The service contents comprise the following.
- (1) The latest version of the same product (software) is offered for free or at a special price.
- (2) Support is provided regarding troubles and technical inquiries arising following one year after introduction.
※If customers are located more than 100 km from Security Design Headquarters, separate travel/accommodation costs are incurred for periodic inspections and on-call dispatches.
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