DVR Systems and Limited Service

It is important to understand that - although we are not generally ready with tools or supplies in most cases - that we are NOT refusing to service DVR systems.  NEVER is a technician to say "We don't work on that."  

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DVR systems may require service - and the understanding that SHS has with AMP is that we will be making an attempt to service/repair the DVRS.  Our standardized process will work something like this - 

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• Safe Home Security does not sell or offer warranties on CCTV systems.

• Customers are to be billed at a rate of $99 per hour, plus the cost of any replacement parts.

• All CCTV service calls will follow a 2-part process to allow proper assessment and quoting.

Part 1: Initial Assessment Service Call

Sales Reps / Scheduling Guidelines:

1. Do not assume any knowledge of the customer's CCTV system when booking the service.

2. Clearly inform the customer:

   • The technician is not CCTV-certified but will assess the issue.

   • The first visit is for assessment only, billed at $99.

   • No warranty or guarantee of fix during the first visit.

3. Note in the appointment: "CCTV ASSESSMENT ONLY – $99 flat fee. Tech to document system details and required repairs."

Technician Instructions:

1. Perform a visual and basic functional assessment of the CCTV system.

2. Document the following in the work order:

   • Brand and type of DVR/NVR and cameras

   • Number of cameras and their condition

   • Type of cabling (coaxial, CAT5e, wireless, etc.)

   • Noted issues or failures (e.g., no video, power issues, camera not detected)

   • Estimated time to complete repairs or full install (in hours)

   • List of required materials and parts

3. No repairs should be done unless explicitly approved after quoting.

Part 2: Quoting and Follow-Up Service Call

Service Writer Responsibilities:

1. Review completed work order and technician notes.

2. Use the technician’s input to generate a formal quote:

   • Labor: $99/hour x estimated hours

   • Parts: Include any equipment, wiring, connectors, or adapters

3. Contact the customer with the total cost and collect payment in advance of scheduling the second visit.

4. Upon payment, schedule the Follow-Up Service Call and assign to technician with appropriate skills (if possible).

Billing and Payment Policy:

• All customers must pre-pay for the initial assessment ($99).

• All follow-up work must be quoted and paid for in full prior to scheduling.

• Any additional work discovered during the second visit must follow the same quoting and approval process.

Technician Responsibility:

• Technicians should escalate any complex issues or system types they cannot assess to a supervisor for support.

• Tools, additional materials, extensive labor time or manpower needed.

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Now - unofficially - all monies owed is the responsibility of the technician and is THEIR volume - not the service writers.  I am working to make that the official policy.  Standby for more of those details.

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