STANDARD MAINTENANCE PLANS INCLUDE
- Free on-site consultation to develop new service plans.
- Same day service when requested 8:00 am – 1:00pm if possible.
- Next day service when requested 1:00pm – 5:00pm if possible.
- Live Help Desk support including: teach support, troubleshooting, and sales requests.
- Support available via email or telephone M-F, 8:00am – 5:00pm.
- One security Audit per coverage year.
- One Preventative Maintenance per coverage year.
- 24 Hour Support available for an additional fee.
NBE MAINTENANCE PROGRAMS GUIDE
Maintenance Program General Conditions
NBE agrees to service the Customer’s equipment and to assume the responsibilities as set forth in this agreement. For and in consideration of the annual agreement fee (as listed in the Maintenance Agreement) paid in advance to NBE by the Customer, and the acceptance by the Customer of the terms and conditions hereof, the following service program will be provided.
Maintenance Program Service Description
NBE’s Maintenance Program includes professional inspection and adjustment of all equipment covered in the Maintenance Agreement, including preventative and corrective maintenance. Our Maintenance Program includes visual and physical inspection and testing, validated to the Customer in a copy of the inspection Report upon completion. Preventative maintenance and inspection will be performed annually, unless otherwise stated in the Maintenance Agreement. Corrective maintenance will be performed upon Customer request to return equipment covered in this agreement to its optimum operating condition.
Preventative Maintenance will be performed on equipment one (1) time per year, unless otherwise stated in the Maintenance Agreement. Preventative maintenance improves equipment durability and reliability through routine care and adjustment as recommended by the equipment manufacturer or through the experience of NBE in operation, installation, and service. The objective of a preventative maintenance program is to prolong the optimal operation of equipment, detect equipment issues, and predict possible system failures. NBE will schedule preventative maintenance with little or no equipment downtime, and tailor our program to meet the needs of our Customer’s specific service location.
PREVENTIVE MAINTENANCE INCLUDES
*Visual checks on camera mounts, cable connections and wiring, and lens mounts
*Review recording and motions settings, and sensor alignment
*Validation that drives are error free, recording and storing images correctly, retrieval is working properly and a CD can be burned
*Verification of set up for customer name, location, specific users, and passwords
*Confirmation of correct time and time zone for PC clock
*Verification of lens settings, camera direction, sensor alignment, monitor picture, settings, and connections
*Verification of network connections
*Documentation of any corrections or adjustments made to equipment, and / or potential future issues
*Adjustment of proximity readers, swipe readers, and scanning devices
*Securing of door closures, locks and strikes, and cable connections
*Documentation and any corrections or adjustments made to equipment, and/or potential future issues
*Security/ Alarm Systems:
* Calibration of made control panel, keypads, alarm device mounts, sensor alignment
*Validation of connections, hold-up buttons, contacts, alarm signaling devices, cellular back up, and auxiliary status controls
*Testing of panel phone number, reminder to Customer that NBE recommends monthly testing of alarms systems
*Verification of wireless connections and replacement of batteries as needed
*Documentation of any corrections or adjustments made to equipment, and/or potential futures issues
*Cleaning and lubrication of gears, tracks, pulleys, bolt works, drive mechanisms and all applicable moving parts
*Cleaning and lubrication of hinge bearings, key locks, and night depository hopper assemblies
*Cleaning of vault ventilator inlet passages
*Lubrication of night depository baffles, combination dials, and spindles as necessary
*Alignment of dials, hinges, and flanges as necessary
*Cleaning of day gate, vault door, and all metal surfaces with appropriate cleaning materials, applies protective coating to surfaces as appropriate
*Calibration of time locks, reminder the customer that NBE recommends calibration of time locks by a jeweler every three (3) years
*Replacement of batteries as needed
*Documentation of any corrections or adjustments made to equipment, and/ or potential future issues
At NBE we will provide the best in security products and services and not only supplier of integrated technologies but also a partner in all the security solutions to make it easier for you.
*Cleaning and lubrication of blower motor inlet air passages and systems tracks
*Tightening of connections, hoses, mounting hardware, and cables
*Adjustment of drive wheels, belts, spring tensions, control time relays, audio/ visual equipment, limit switches
*Cleaning of all steel surfaces and inside units
*Inspection of a carrier discs and latches
* Labeling of circuit breakers in electrical panels
* Documentation of any corrections or adjustments made to equipment, and/or potential future issues
NBE will provide corrective maintenance upon Customer request to correct malfunctions with equipment covered under the maintenance agreement. Unless the corrective maintenance service call is covered by the agreement, the Customer will be billed separately thereof. NBE will replace parts and/ or assemblies in order to return equipment to its operating condition. The parts replaced will relate only to the equipment covered by the Maintenance Agreement. Customers with agreements which include parts are subject to conditions stated under “Exclusions” in this document. If parts are not included, parts and assemblies will be billed separately at their current price in accordance with NBE’s minimum price policy.
CORRECTIVE MAINTENANCE INCLUDES
NBE provides our professional technicians with de maintenance tools and supplies required to maintain the Customer’s equipment at no additional cost to the Customer. Tools, oil, rags, and supplies are provided by the NBE service technician performing the repair.
When repair parts are covered under the Maintenance Agreement, all materials are included to return equipment to its optimum operating condition at no additional expense. Wherever parts, supplies, or time and materials are to be separately charged or billed to the Customer in accordance with the NBE invoice.
MAINTENANCE PROGRAM COVERAGE / HELP DESK SUPPORT
NBE’s maintenance Program includes one (1) Preventative Maintenance service on equipment and one (1) Alarm Audit per year. NBE offers Help Desk support from 8 am to 5 pm CST, Monday through Friday , with same day one-site service for calls placed from 8 am to 1 pm when possible. Next day on-site service is available for calls placed from 1pm to 5 pm. For problem diagnosis and resolution that can be done by phone. Customers may contact our Help Desk during working hours. The Help Desk will receive, log, track and schedule maintenance for routine tasks or trouble issues requiring on-site service.
TERMS OF AGREEMENT
The term of this agreement shall be one year from the effective date, with an automatic renewal for a one year term thereafter. Either party can cancel by notifying the other in writing at least 60 days in prior to the end of any annual period. The annual Agreement fee for each succeeding year will be based on NBE National Bank Equipment then current rates with the invoice to be rendered annually in advance. Following the termination of this agreement the Customer agrees to reimburse NBE National Bank Equipment for all services rendered of parts supplied and no paid for. If there any Federal, state or local taxes, they will be an addition to the annual agreement fee and shall be payable by the Customer.
If the event of a failure of the equipment to function due to burglary, storm, fire, war,riot, civil commotion, other acts of god, setting of walls of foundations, abuse or usage of equipment for purposes other than designed and/or intended or work performed by other NBE personnel, NBE equipment will be relieved of its responsibilities under this agreement. NBE will not be responsible for failure or delay, or the consequences thereof, in rendering service occasioned by any circumstances beyond its reasonable control.
NO WARRANTIES,EXPRESSED OR IMPLIED,ARE MADE BY NBE NATIONAL BANK EQUIPMENT EXCEPT AS HEREIN EXPRESSED AND IN NO EVENT SHALL NBE NATONAL BANK EQUIPMENT BE LIABLE FOR ANY SPECIAL, INCIDENTAL OR CONSECUENTIAL DAMAGES OF ANY REASON WHATSOEVER. IF NBE FAILS TO PERFORM HEREUNDER, THE CUSTOMER’S SOLE REMEDY IS TO TERMINATE THIS AGREEMENT AND/OR RECIVE A REFAUND OF THE AGREEMENT FEE FOR SERVICES NOT PERFORMED.
Customer agrees to cooperate in the care of the equipment and to promptly notify NBE in the event of any malfunction in the operation of the equipment. Customer agrees to give personnel full and free access to the equipment covered by this agreement for the purpose of performing the required service hereunder. Customer agrees that when service must be provided under circumstances in which cash, negotiable securities, and other valuables are readily accessible, NBE personnel shall be accompanied all times by Customer’s employee or representative. Customer agrees that at such time as equipment is to be added or deleted from this agreement, the agreement will be promptly amended. Customer agrees that this agreement is effective only when signed by both the Customer and an NBE representative.
Services Performed by NBE in connection whit or caused by the incorrect settling of combinations and/or time locks by the customer are not covered by this agreement and shall by performed by NBE at Customer’s request on a time an material basis. Hinges and pressure systems are excluded from the service agreement. NBE will, at customer request, repair these items on a time and material basis.
Window foil and corrective maintenance calls relating to window foil are not covered by this agreement. NBE, upon Customer request, will repair window foil as required and bill Customer for time and material. Monitoring equipment such as police monitoring panels, or alarm reporting equipment not owned or serviced by NBE, are excluded from this agreement. Customer is responsible for negotiating a separate contract whit the supplier of such services. NBE assumes no responsibility for acts of omission or commission of personnel auditing alarm monitoring equipment.
Remote Transaction Systems
The retrieval of any carriers lodged in tubing or terminals due to foreign objects or incorrectly closed carriers is not covered by this agreement, but if requested by customer, NBE will correct condition on a time and material basis. Expendable part such as, carriers, carrier rings, carrier bands and carrier end caps are chargeable to the customer at current rates. Tubing not installed by NBE is not covered by this agreement.
Reporting and Documentation
NBE will provide to the Customer a copy of their detailed service or inspection report upon completion. Preventative Maintenance and routine inspection sample reports are attached to this document as a sample of documentation covered under the Maintenance Agreement contract. Customers will be provided with a on-site “Guide To Services” card which will provide detailed instructions for what to do when service is needed. Maintenance Agreements will be updated annually unless otherwise specified in the Maintenance Agreement.