Honeywell offers a variety of value-added services created to assist
our Integrators with a broad range of software support, database,
and site installation and service issues.
Software Support Agreements
A key service portfolio component is our Software Support Agreement program.
Program subscribers enjoy a wide range of benefits designed to optimize
system performance, minimize downtime, as well as streamline and prioritize
access to technical support resources. Moreover, the program enhances customer
satisfaction and generates a recurring monthly revenue stream.
The agreement provides you and your end-user with these important benefits at
no extra cost:
- Direct Access to Honeywell Tech Support Resources 24/7/365 for Emergencies
via Telephone and Email
- Unique Site ID that Enables High Priority Tech Support Response
- Same-Edition Software Versions and Releases and Service Pack Upgrades
- One Centralized Number to Call
- Remote Dial-In Diagnosis via PC Anywhere or VPN Access • Defined Priority
Problem Notifications and Escalations For sites not covered by a software
support agreement, troubleshooting, diagnostic, and other support services are
available at prevailing time and materials rates. Please contact our Customer
Service department for pricing and scheduling.
On-Site Services
Honeywell’s on-site support program performs two main roles: (1) to
facilitate and expedite the process of turning over a complete security
management system using Honeywell products; and (2) to complement the
Integrator’s regular maintenance program to ensure optimal system operation and
minimal downtime.
Among the on-site systems available are training, troubleshooting,
diagnostics, consulting, and advanced-level programming, for either an end-user
site or Integrator location. In addition, Honeywell offers the flexibility to
cover additional items beyond our normal scope of services, which allows us to
implement customized solutions corresponding with each customer’s unique
requirements.
Fee-Based Customization Services
- Card/Cardholder Conversion
For sites with an existing database of cards and cardholder information,
Honeywell can convert the database into a format compatible with our security
systems, thereby eliminating the need to enter this information manually.
- Custom Report Design
Our security management systems offer standard reports for tracking
cardholders, events, and other items in the system. If these reports do not
meet a site’s requirements, we can often create a customized report.
Database Conversions
- Reorganization of Data
If a site is making significant changes to its security system, such as
shifting panels to different communication loops, reassociating cards to
different access levels, or renaming/ shifting notefield information, we can
quickly and efficiently rename and reorganize the data in the database.
- Data Recovery
If a Honeywell Integrated Security system’s database is too corrupt to
repair, but some of the data is retrievable, we can very often use software
tools to recreate the database from the retrievable data.
- Corruption Removal
In some cases, a database will become corrupt due to poor database
maintenance practices or improper software usage. Our corruption removal
services can often clean and restore the database.
- Badging
Bringing a new system on line and creating a large number of photo ID
badges can entail a major administrative burden for many Integrators and
end-users. Honeywell can facilitate this process by supplying additional
temporary badging stations, printers, and personnel upon request to assist in
badging a large number of cardholders in a short period of time.
- Card Test Services
When upgrading an older system to a Honeywell Integrated Security system,
a facility may have a large number of credentials issued to employees. We
provide a service to test an end-user’s existing cards to verify compatibility
with the new system.
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