CCTV Support Services

In an effort to serve our CCTV clients better, Safety NetAccess is making changes to our CCTV Support Services.  We will continue to service clients without a support contract on a time and material basis.  This will be done at the rate of $150 per hour, with a minimum of a one-hour charge per incident.  We will use our best effort to respond to requests in a timely manner.  Clients who sign up for CCTV Support Services will receive services as described below, which includes a service level for response times.  We will be running a special rate for our current clients for next month.  Please contact Carly @ 336-383-3652,  or email to sign up for CCTV support.

CCTV Support Statement of Work (SOW)

The scope of work for CCTV support involves activities aimed at providing ongoing assistance, troubleshooting, and maintenance to ensure the continuous and effective functioning of the CCTV system. Here are key components included in the scope of work for CCTV support:

Help Desk Support:  
Providing a help desk or support center to address user inquiries, issues, and requests related to the CCTV system.

Remote Assistance:  
Offering remote support to troubleshoot and resolve technical problems with the CCTV system, including connectivity issues, software glitches, and user interface concerns.

Incident Response:   
Responding promptly to assist with downloading footage or technical failures, including identifying and addressing issues such as camera malfunctions, recording errors, or system downtime.

Software Updates and Maintenance:   
Manage and apply software updates, patches, and bug fixes to ensure the CCTV system is running on the latest and most secure software version.

Hardware Troubleshooting: 
Diagnosing and resolving hardware-related issues, such as malfunctioning cameras, storage problems, or connectivity issues.

Configuration Management:  
Remotely assisting with the configuration of the CCTV system, including adjusting settings, adding or removing cameras, and optimizing system parameters based on user requirements.

User Training and Guidance: 
Upon request, offer yearly training sessions and guidance to users on how to use the CCTV system effectively, address common user issues, and ensure proper usage.

Dispatch and Repair Services: 
All onsite work must be approved in writing and will be billed on a time and material basis at $150 per hour with a minimum of 2 hours.

Documentation Updates:  
Keeping documentation to date, including records of system configurations, support activities, and any changes made to the CCTV infrastructure.

Collaboration with Vendors: 
Coordinating with equipment vendors or manufacturers for technical support, warranty claims, and obtaining necessary firmware or hardware updates.

Systems Supported: 
We no longer support the following legacy systems: AverMedia, Geovision, and Unifi Video.  If the DVR system was installed by any company other than Safety NetAccess or United Solution, it is not supported.   We can offer support for the following systems:

  • LTS, Hikvision, Unifi Protect, Wisenet, Meraki, and Orchid.
  • Digital or analog cameras.

The scope of CCTV support is crucial for maintaining the reliability and effectiveness of the surveillance system over time. It involves a combination of proactive measures, responsive support, and continuous improvement to address evolving needs and challenges.

Service Level Agreement (SLA)

  • Trouble Urgent
    • Priority One
    • DVR service not available, password/login information, offline DVR
  • First Response within 1 to 2 hours
  • Trouble High
    • Priority Two
    • Multiple cameras down, remote access administration, footage pull requests
    • First Response within 4 hours
  • Trouble Medium
    • Priority Three
    • Bad camera signal, one camera down, lag or latency issues
    • First Response within 24 hours
  • Trouble Low
    • Priority Four
    • Small service degradation, documentation and training, mobile application setup and access, desktop application and, if possible, video retention settings, camera time/date settings, and camera field of view adjustment.
    • First Response 24 to 48 hours

For questions or help, please call Carly @ 336-383-3652, email, or fill out the form below.

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    Disclaimer: SNA’s services include assisting our clients with using and maintaining their CCTV systems.  Our services do not include active monitoring of the cameras.  If users use the system for surveillance or security, that is the client’s responsibility.  SNA takes no responsibility for theft or security instances the CCTV fails to view or record.