Basic, Standard and Select Plans

Basic

Annual Healthcare Communication Test & Inspection / Preventative Maintenance
Scope – PAVION will test and inspect the entire Healthcare Communication system at each location outlined in the Statement of Work.

Testing Frequency – PAVION will perform testing on the system on an annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.

Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of the inspection, a summary of the tasks completed will be provided to the client.

Testing will include but is not limited to:
• Activate each initiating device (pillow speakers, pull cords, code blue buttons etc.) – when patient rooms and bathrooms are available.
• Establish two-way communications if applicable and verify intelligibility.
• Verify dome light activation and room annunciation at designated master stations/consoles.
• Verify proper operation of all pillow speaker/controls to include television control and light control.
• Verify proper operation of all duty and staff station devices.
• Notification of integrated wireless devices such as wireless telephones, pagers, badges
• Verify RTLS badge integration where applicable.

In sites with remote access, periodically connect to verify system devices are all online.
Testing/checking of the batteries within the systems.

For controllers:
• Verify proper operation of all system controllers.
• Test batteries and verify they can support circuits they are intended to back-up.
• Verify power supply operation and proper voltage output.

Hardware Support – PAVION will perform scheduled maintenance services on the equipment covered under this agreement.

Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.

If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.

Work authorization will be issued in writing to PAVION by an authorized representative of the client before proceeding with the work.

Inspection Reports – PAVION will provide Inspection reports within five business days of completing the test. The reports will be in accordance with and acceptable to The Joint Commission. Reports will show a pass fail for each device, as well as clearly depict any deficiencies found on the inspection. Additionally, PAVION will provide the manufacturer’s recommended corrective action to remedy any deficiency noted. Inspections will be scheduled with the owner no less than two weeks prior to the date of the inspection.

Annual Software Upgrade Visit
PAVION will provide a system software upgrade for the applicable Nurse Call integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.

Standard

Standard Service Labor
Standard Coverage- Monday – Friday, 8am – 5pm – city, state, federal, and PAVION observed holidays are included. Emergency service will be provided at the discounted rates and accelerated response times carried within the proposal. Labor for travel time is included under this agreement.

Annual Healthcare Communication Test & Inspection / Preventative Maintenance

Scope – PAVION will test and inspect the entire Healthcare Communication system at each location outlined in the Statement of Work.

Testing Frequency – PAVION will perform testing on the system on an annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.

Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of the inspection, a summary of the tasks completed will be provided to the client.

Testing will include but is not limited to:
• Activate each initiating device (pillow speakers, pull cords, code blue buttons etc.) – when patient rooms and bathrooms are available.
• Establish two-way communications if applicable and verify intelligibility.
• Verify dome light activation and room annunciation at designated master stations/consoles.
• Verify proper operation of all pillow speaker/controls to include television control and light control.
• Verify proper operation of all duty and staff station devices.
• Notification of integrated wireless devices such as wireless telephones, pagers, badges
• Verify RTLS badge integration where applicable.
• In sites with remote access, periodically connect to verify system devices are all online.
• Testing/checking of the batteries within the systems.

For controllers:
• Verify proper operation of all system controllers.
• Test batteries and verify they can support circuits they are intended to back-up.
• Verify power supply operation and proper voltage output.

Hardware Support – PAVION will perform scheduled maintenance services on the equipment covered under this agreement.

Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.

If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.

Work authorization will be issued in writing to PAVION by an authorized representative of the client before proceeding with the work.

Inspection Reports – PAVION will provide Inspection reports within five business days of completing the test. The reports will be in accordance with and acceptable to The Joint Commission. Reports will show a pass fail for each device, as well as clearly depict any deficiencies found on the inspection. Additionally, PAVION will provide the manufacturer’s recommended corrective action to remedy any deficiency noted. Inspections will be scheduled with the owner no less than two weeks prior to the date of the inspection.

Annual Software Upgrade Visit
PAVION will provide a system software upgrade for the applicable Nurse Call integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.

Access to PAVION University
PAVION University – PAVION offers the flexibility and practicality of on-demand e-learning, through PAVION University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:

Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training

Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Semi-Annual Service Activity Reporting
Reports will be created using PAVION’s Q360 system and are customizable to clients needs. Most reports will contain Semi-Annually data for all service calls, invoices related to Service, PAVION Savings Account balance and more. The reports will be created and sent on a semi-annual basis on an identified date of the month.
Annual Strategic Account Review
In tandem with the semi-annual Service Reporting, PAVION will meet with the client on a yearly basis to review operational performance, alongside strategic obstacles, or challenges. PAVION will then recommend future actions for growth or operational improvement.

Select

Premium Service Labor
Premium Coverage– 24 hours per day, 7 days per week – city, state, federal, and PAVION observed holidays are included. Emergency service will be provided at no additional charge to the base service fee. Labor for travel time is included under this agreement.

Semi-Annual Healthcare Communication Test & Inspection / Preventative Maintenance

Scope – PAVION will test and inspect the entire Healthcare Communication system at each location outlined in the Statement of Work.

Testing Frequency – PAVION will perform testing on the system on a semi-annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.

Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of the inspection, a summary of the tasks completed will be provided to the client.

Testing will include but is not limited to:

• Activate each initiating device (pillow speakers, pull cords, code blue buttons etc.) – when patient rooms and bathrooms are available.
• Establish two-way communications if applicable and verify intelligibility.
• Verify dome light activation and room annunciation at designated master stations/consoles.
• Verify proper operation of all pillow speaker/controls to include television control and light control.
• Verify proper operation of all duty and staff station devices.
• Notification of integrated wireless devices such as wireless telephones, pagers, badges
• Verify RTLS badge integration where applicable.
• In sites with remote access, periodically connect to verify system devices are all online.
• Testing/checking of the batteries within the systems.

For controllers:
• Verify proper operation of all system controllers.
• Test batteries and verify they can support circuits they are intended to back-up.
• Verify power supply operation and proper voltage output.

Hardware Support – PAVION will perform scheduled maintenance services on the equipment covered under this agreement.

Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to PAVION by an authorized representative of the client before proceeding with the work.

Inspection Reports – PAVION will provide Inspection reports within five business days of completing the test. The reports will be in accordance with and acceptable to The Joint Commission. Reports will show a pass fail for each device, as well as clearly depict any deficiencies found on the inspection. Additionally, PAVION will provide the manufacturer’s recommended corrective action to remedy any deficiency noted. Inspections will be scheduled with the owner no less than two weeks prior to the date of the inspection.

Annual Software Upgrade Visit
PAVION will provide a system software upgrade for the applicable Nurse Call integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.

Access to PAVION University
PAVION University – PAVION offers the flexibility and practicality of on-demand e-learning, through PAVION University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:

Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training

Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically

Quarterly Service Activity Reporting
Quarterly Reports customized to provide actionable insight into the Client’s environment and their partnership with PAVION. Reports will contain quarterly data for all service calls, graphical representations and summary of service call data, PAVION Savings Account balance and more. The reports will be created and sent on a quarterly basis on an identified date of the month.

Quarterly Strategic Account Review
In tandem with the Quarterly Service Reporting, PAVION will meet with the client on a quarterly basis to review operational performance, alongside strategic obstacles, or challenges. PAVION will then recommend future actions for growth or operational improvement.

Client Success Manager
A dedicated Client Success Manager (CSM) assigned to the client account to provide operational, administrative, and service-related support geared toward ensuring the client experience with PAVION creates a lasting partnership. The Client Success Manager acts as the hub of communication for the client within PAVION, assuming lead responsibility to drive innovative solutions to various technology problems and ensuring client needs are properly defined and satisfactorily met.

Custom Client Portal
Custom Client Portal – Web based portal designed to provide ON-DEMAND access for client’s to request service, review existing service tickets, review historical ticket information and review or download invoices. Client access is limited to identified users each who will receive unique sign-in credentials. Additional portal content includes dynamic dashboards reflecting call volume, call statuses, calls by site and PAVION Savings Account balances (as applicable).

Entitlement Add-Ons

Central Station Monitoring
Central Station Monitoring keeps tabs on all alarm systems, including burglar alarms, and door openings/closings. Specially trained call-response technicians monitor alarm systems and installed control panels 24/7, and in the event an alarm is triggered, the technician will take the required steps to alert local authorities, emergency services, business owners, or credentialed employees of any imminent danger.
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Rauland R5 Software Maintenance Agreement
Rauland Software Maintenance Agreement (SMA) – By having an active Software Maintenance Agreement, you are entitled to regular major upgrades that have additional functionality and benefits your users want. This program also entitles you to bug fixes and items that have been identified and need to be corrected beyond your one (1) year software warranty period. In addition to new features, Rauland will continually validate upgrades to our partners’ newest releases. With so many integrations, it is vital that the system go through a verification process before being introduced to your facility.

Client Benefits:
• Protect your investment, don’t let it become outdated.
• Guaranteed upgrade applied on your schedule.
• Assurance that your system is always at the current version.
• Annual rates based on initial purchase price of each software module.
• Industry leading technical support.
• Ongoing features and benefits based on client input.
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Centrak Software Maintenance Agreement
Having an active Centrak Software Maintenance Agreement provides access to updates, upgrades, new releases, enhancements, and maintenance/patch releases for the following system elements:

CenTrak’s Connect Core™ Software
• CenTrak Location Server (Aggregates tag locations and environmental data from the system)
• CenTrak Paging Server (Manages communication to system components)
• CenTrak Streaming Server (Streams location and environmental data to specified applications)
• CenTrak Tags, Sensors and Infrastructure
• CenTrak Location Monitors and Virtual Walls
• CenTrak Stars
• Other Infrastructure Components
• CenTrak Connect Pulse™

o This software is securely hosted by CenTrak and provides enterprise visibility to all system components to enable proactive maintenance and rapid response.
Additional benefits of CenTrak SMA:
• Access to CenTrak Technical Assistance Center (TAC) – TAC is the main channel for technical support and inquiries.
o TAC is staffed by CenTrak technical experts and will provide timely response to support and service requests.
• Warranty extension of purchased equipment.
o Specific equipment term length extension and requirements are defined by the CenTrak Product Warranty Table – https://centrak.com/warranty-table
• Influence product development – Ability to influence new versions of the products by posting desired new features and functional improvements.

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Spectralink Software Maintenance Agreement
Warranty Guide
The Spectralink Product Warranty (“Warranty”) provides factory repair or replacement services during the first 12 months after the product purchase, under normal use and service. Refer to the Spectralink Product Warranty, Software License Agreement (the “Agreement”) for your specific legal rights. RMA requests for handsets and accessories can be made through an online self-service portal or email. For infrastructure products, RMA requests can be made by email or telephone hotline. The Warranty does not cover technical support for the product. Technical support (Tier/Escalation/Onsite) can be purchased separately through a maintenance contract or on a time and materials basis. The Warranty covers a newly purchased product for 12-months from the date of purchase. Repaired and replacement products (except batteries) are warranted for 90-days from the date of repair, or the balance of the original Warranty period, whichever is greater. Replacement batteries are consumables and are not warranted for an additional 90 days after replacement. Instead, replacement batteries are covered for the balance of the original Warranty period.
For the specifics of what above offering entitlements this agreement shares please see the description of work within your service agreement. For further and more specific information on what the above offerings provide to the client, please refer to the Spectralink Service Description provide by either PAVION or Spectralink.
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ASCOM Software Maintenance Agreement
Ascom Product Protection Plan
Our Product Protection Plan (PPP) enhances and extends the 1st year warranty coverage for Ascom’s onsite wireless mobility systems. This Plan must be purchased before the system is commissioned, so ask your sales representative for more information.

• Mobile Handset Repair / Replacement – handsets are repaired or replaced at no cost during the protection period.
• Battery Chargers – Ascom will replace defective battery chargers at no additional charge.
• Portable Handset Software Updates – Ascom will provide handset software updates at no additional charge.
• Includes one free training seat at our Ascom Academy for technical training.
Ascom Technical Assistance Plan
The Technical Assistance Plan (TAP) provides direct access to Ascom’s technical experts. The Plan includes services such as unlimited toll-free telephone technical support, after hours technical support, system diagnostics, remote access, and more.
• Toll Free Technical Support – Unlimited toll-free technical support during normal business hours, 8 am – 8 pm ET, Monday – Friday.
• After Hours Technical Support – Toll-free support for major system outages.
• Service Help Desk – Ascom uses JIRA software for tracking, management and efficient incident resolution.
• Includes one free training seat at our Ascom Academy for technical training.
Ascom Unite Software Maintenance
The Unite Maintenance Plan covers hardware, software and applications, helping to maximize your investment and keep you current and safeguarded. Participants receive updates, advisories, credentials and 24×7 technical assistance, as well as equipment and software replacement if a failure occurs.
• Advanced Replacement – Ascom will ship replacement parts for infrastructure and central equipment to the customer and upon receipt, the customer will have 5 working days to return the defective unit to Ascom.
• Minimize service requests and upgrade expenses.
• Accurate maintenance budgets.
• Safeguard your investment with access to factory experts.
• Receive advisories straight from the manufacturer.
• Preferred credentials for access to online tools and information.
• Technical assistance 24×7.
• Includes one free training seat at our Ascom Academy for technical training.
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Rauland Enterprise
• Rauland Enterprise is the next generation platform for Nurse Call and workflow.
• The Responder Enterprise platform is a secure, scalable and highly-available application.
• Responder Enterprise support the optimization of clinical workflows across the entire Enterprise resulting in improved patient outcomes.
• Responder Enterprise provides actionable insights via detailed and aggregated data to help you solve business problems and improve the efficiency and safety of the hospital.
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PAVION’s Clinical Edge Program
Premier clinical solutions require superior client support. PAVION fosters the advancement and success of your clinical communication system through Clinical Edge. This comprehensive program ensures adoption and optimization of your system through design and deployment by leveraging the expertise of our Clinical Informatics Specialists. With collaboration at our core, our team meets with clinical leadership to review existing workflows and identify standardization and efficiency opportunities to help drive clinical outcomes, streamline operations, and improve quality of care. We equip your team with a detailed needs assessment, customized e learning, and in-person go-live support.
Clinical Edge Benefits:
• Needs Assessment
• Workflow Consultation and Design
• Customized PAVION University e-learning
• Go-Live Support
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PAVION’s Clinical Edge+ Program
Our partnership continues to evolve after system deployment through Clinical Edge+. Let our team collaborate quarterly with clinical leadership to review workflows, define deliverables, and analyze data to drive facility wide key performance goals and initiatives. PAVION provides your facility with the necessary data, planning, and support to successfully leverage technology, maximize your investment, and provide optimal patient care. Unleash the full potential of your clinical solutions with PAVION’s Clinical Edge+ Program.

Clinical Edge+ Benefits:
• Goals Assessment
• Needs Assessment
• Strategic Success Plan
• Workflow Consultation and Design
• Customized PAVION University e-learning
• Go-Live Support
• Clinical Observation Hours
• Quarterly Meetings
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PAVION Savings Account (Annual Allowance)
The PAVION Savings Account is designed to treat services like your own bank account. Once the account has been funded, you will have the flexibility needed in deciding how and when your service hours should be used. You can rely on prompt, expert service without having to obtain billing approval for each and every service call.
All time spent on service engagements will consume prepaid funds from your PAVION Savings Account. The funds will be reduced based on the priority level along with the time spent on the engagement to the nearest 30-minute interval in accordance with rates specified on page 5 of this proposal.
• Any research required to solve a problem or issue that the client is experiencing will consume prepaid funds by actual time spent on such research to the nearest 30-minute interval.
• All service engagements and research will be documented in a report and made available to the client in a quarterly statement or upon request.
• All prepaid funds unused by the client will remain in the account until utilized, with no expiration date. The client can request a cash refund for any unused funds or apply the bank funds to other PAVION service work.
• Client can designate up to two (2) authorized users of the PAVION Savings Account.

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PAVION Remote Smart – Core Bundle

Overview
Remote Smart – Core provides clients reactive remote response to increase response time, and subsequently reduce system down time. PAVION clients, our technicians and service department will collaborate with remote engineers to quickly identify, triage, and remediate system issues as they occur.

To make sure our team can jump right in with an understanding of the environment, we perform a full on- boarding capturing all devices and applications and providing a local data capture tool for all platforms we support. remote connections established based on the client’s internal security policies.

Remote Smart – Core Bundle provides the following features:
• Access to Remote Smart Support & Remediation
• Vendor Escalation & Incident Management
• Remote Smart Client Portal
• Response Time Guarantee
• PAVION University Training Assistance
Health Care Support Specifics:
• Diagnose system for connections down
• Check status network controllers and application services
• Pull SQL logs for errors that may have happened or are happening
• Read window logs for diagnostic purposes
• Read application logs for diagnostic purposes

Access to Remote Smart Support & Remediation
Remote Smart Support provides access and ability to collaborate with all Tier 1, 2, & 3 Engineers to assist your organization with program supported platforms and applications. Our Engineers hold accreditations in the platforms we support, providing insights for both remediation and planning purposes. By working collaboratively to address your goals we align the right resources at the right time to remediate the challenge at hand. Remote Support is included during Standard Hours (M-F 8×5) for remote remediation.

Vendor Escalation & Incident Management
As p systems and applications become more complex and integrated, we rely on multiple technologies to work together seamlessly. The challenge now is coordinating with multiple vendors to drive mission critical system issues toward resolution. PAVION will manage this complex landscape and become the single point of contact for support-related issues. By continuing to ensure all platforms and applications are in a supported state, as well as any necessary LOA documentation in place, Remote Smart Engineers can work with these third parties, escalate on your behalf, and drive issues to resolution.

Remote Smart Client Portal
PAVION will provide a Remote Smart Client Portal for the ability to Create Tickets, Track & Review all tickets at the site level, and have access to investment history if required. This online portal can be securely accessed on-demand.

PAVION University Training Assistance
An E-Learning application that can be assessed by either a computer or smartphone, PAVION University offers a flexible on-demand platform. Once enrolled, participants will have guided training modules focused on proficiencies navigating your organization’s needs.

 

Annual Audio Visual and Communications Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Audio Visual and Communications System at each location outlined in the scope.
Testing Frequency – SIGNET will perform testing on the system on an Annual Basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each inspection, a summary of the tasks completed will be provided to the customer.
Audio System Test and Inspection
o Audio rack components tested, user settings marked, labeled as required, and cleaned.
o Speakers tested and adjusted.
o AV plate audio connections tested, levels adjusted and labeled.
o Audio rack wiring organized and labeled.
Visual System Test and Inspection
− Video components tested and verified, and all user settings marked.
− Video monitors tested, and color balanced.
− AV plate video connections tested and labeled.
− Remote Control System.
− All controlled components tested and checked for accuracy.
− Button and/or touch panels verified that they are all working correctly (all buttons tested).
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Audio Visual and Communications integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Standard
Standard Service Labor
Standard Coverage – Monday – Friday, 8am – 5pm – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at the discounted rates and accelerated response times carried within the proposal. Labor for travel time is included under this agreement.
Annual Audio Visual and Communications Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Audio Visual and Communications System at each location outlined in the scope.
Testing Frequency – SIGNET will perform testing on the system on an Annual Basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each inspection, a summary of the tasks completed will be provided to the customer.
Audio System Test and Inspection
• Audio rack components tested, user settings marked, labeled as required, and cleaned.
• Speakers tested and adjusted.
• AV plate audio connections tested, levels adjusted and labeled.
• Audio rack wiring organized and labeled.
Visual System Test and Inspection
• Video components tested and verified, and all user settings marked.
• Video monitors tested, and color balanced.
• AV plate video connections tested and labeled.
• Remote Control System.
• All controlled components tested and checked for accuracy.
• Button and/or touch panels verified that they are all working correctly (all buttons tested).
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Audio Visual and Communications integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Semi-Annual Service Activity Reporting
Reports will be created using SIGNET’s Q360 system and are customizable to clients needs. Most reports will contain Semi-Annually data for all service calls, invoices related to Service, SIGNET Savings Account balance and more. The reports will be created and sent on a semi-annual basis on an identified date of the month.
Annual Strategic Account Review
In tandem with the semi-annual Service Reporting, SIGNET will meet with the client on a yearly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.

Select
Premium Service Labor
Premium Coverage – 24 hours per day, 7 days per week – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at no additional charge to the base service fee. Labor for travel time is included under this agreement.
Semi-Annual Audio Visual and Communications Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Audio Visual and Communications System at each location outlined in the scope.
Testing Frequency – SIGNET will perform testing on the system on an Semi-Annual Basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each inspection, a summary of the tasks completed will be provided to the customer.
Audio System Test and Inspection
• Audio rack components tested, user settings marked, labeled as required, and cleaned.
• Speakers tested and adjusted.
• AV plate audio connections tested, levels adjusted and labeled.
• Audio rack wiring organized and labeled.
Visual System Test and Inspection
• Video components tested and verified, and all user settings marked.
• Video monitors tested, and color balanced.
• AV plate video connections tested and labeled.
• Remote Control System.
• All controlled components tested and checked for accuracy.
• Button and/or touch panels verified that they are all working correctly (all buttons tested).
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Audio Visual and Communications integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Quarterly Service Activity Reporting
Quarterly Reports customized to provide actionable insight into the Client’s environment and their partnership with SIGNET. Reports will contain quarterly data for all service calls, graphical representations and summary of service call data, SIGNET Savings Account balance and more. The reports will be created and sent on a quarterly basis on an identified date of the month.
Quarterly Strategic Account Review
In tandem with the Quarterly Service Reporting, SIGNET will meet with the client on a quarterly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.
Client Success Manager
A dedicated Client Success Manager (CSM) assigned to the client account to provide operational, administrative, and service-related support geared toward ensuring the client experience with SIGNET creates a lasting partnership. The Client Success Manager acts as the hub of communication for the client within SIGNET, assuming lead responsibility to drive innovative solutions to various technology problems and ensuring client needs are properly defined and satisfactorily met.
Custom Client Portal
Custom Client Portal – Web based portal designed to provide ON-DEMAND access for client’s to request service, review existing service tickets, review historical ticket information and review or download invoices. Client access is limited to identified users each who will receive unique sign-in credentials. Additional portal content includes dynamic dashboards reflecting call volume, call statuses, calls by site and SIGNET Savings Account balances (as applicable).

Entitlments
Entitlement Add-Ons
The Entitlement Add-Ons below are included as additional coverage (as applicable) only if mentioned under your SIGNET Advantage Plan Proposal.
________________________________________
Central Station Monitoring
Central Station Monitoring keeps tabs on all alarm systems, including burglar alarms, and door openings/closings. Specially trained call-response technicians monitor alarm systems and installed control panels 24/7, and in the event an alarm is triggered, the technician will take the required steps to alert local authorities, emergency services, business owners, or credentialed employees of any imminent danger.
________________________________________
SIGNET Savings Account (Annual Allowance)
The SIGNET Savings Account is designed to treat services like your own bank account. Once the account has been funded, you will have the flexibility needed in deciding how and when your service hours should be used. You can rely on prompt, expert service without having to obtain billing approval for each and every service call.
• All time spent on service engagements will consume prepaid funds from your SIGNET Savings Account. The funds will be reduced based on the priority level along with the time spent on the engagement to the nearest 30-minute interval in accordance with rates specified on page 5 of this proposal.
• Any research required to solve a problem or issue that the client is experiencing will consume prepaid funds by actual time spent on such research to the nearest 30-minute interval.
• All service engagements and research will be documented in a report and made available to the client in a quarterly statement or upon request.
• All prepaid funds unused by the client will remain in the account until utilized, with no expiration date. The client can request a cash refund for any unused funds or apply the bank funds to other SIGNET service work.
• Client can designate up to two (2) authorized users of the SIGNET Savings Account.

Annual Security Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Security system at each location outlined in the Statement of Work.
Testing Frequency – SIGNET will perform testing on the system on an annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each Inspection, a summary of the tasks completed will be provided to the client.
Video Surveillance / CCTV (if applicable)
• Inspect CCTV cameras, verify and correct camera field of view and focus.
• Clear system devices of dust or debris
• Verify cameras are viewing the desired image by the client.
• Verify camera programming, naming, image quality, settings and recording settings.
• Verify system is recording and note retention period.
• Verify recording hard drive configuration and status. Check for drive failures or bad sectors.
• Verify motion detention recording settings. Verify all cameras are capturing the expected motion activity. Note any discrepancies.
• Verify PTZ control of applicable cameras. Check presets, tours, and home position settings.
• Verify all channels of the video encoder(s) are working properly.
• Verify camera call-up upon event/alarm where applicable.
• Verify network switch utilization and network switch ports are functioning.
• Check system alarm and event logs. Attach a printed copy of the logs if applicable.
• Verify system time of day is configured and is synchronizing with a time server or consistent source.
• Verify and note current software version and device firmware versions.
• Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
• Provide written report to end user stating the above is working properly.
Access Control (if applicable)
o Check access control panel/controller communications status.
o Check access control panel/controller batteries. Note battery type, voltage amp-hour rating and date code. Test and note battery voltage.
o Inspect door hardware for operation, damage, and misalignment.
o Inspect and test operation of access control equipment at each door (card readers, door contacts, REX and door release push buttons where applicable).
o Test operation of ancillary access control inputs and outputs.
o Verify door programming, time schedules, access levels and door unlock schedules. Note programming operation.
o Verify photo badge reader and workstation Photo-ID call-up operation (if applicable).
o Verify access control system database is configured for a regular back-up.
o Verify network switch utilization and network switch ports are functioning.
o Check system alarm and event logs. Attach a printed copy of the logs if applicable.
o Verify system time of day is configured and is synchronizing with a time server or consistent source
o Verify and note current software version and device firmware versions.
o Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
o Provide written report to end user stating the above is working properly.
PLC System (if applicable)
• Check control panel/controller communications status.
• Check control panel/controller batteries and UPS’s. Note battery/UPS type, voltage amp-hour rating and date code. Test and note battery voltage.
• Inspect door hardware for operation, damage, and misalignment.
• Inspect and test operation of control equipment at each door (door contacts and door release push buttons and intercoms where applicable).
• Test operation of ancillary control inputs and outputs.
• Verify control system database is configured for a regular back-up.
• Verify network switch utilization and network switch ports are functioning.
• Check system alarm and event logs. Attach a printed copy of the logs if applicable.
• Verify system time of day is configured and is synchronizing with a time server or consistent source.
• Verify and note current software version and device firmware versions.
• Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
• Provide written report to end user stating the above is working properly.
Other Systems (Intrusion/Duress/Other) (if applicable)
o Check each intrusion motion detector, intrusion door contact, glass break device, duress button and keypad to verify its working properly (if applicable).
o Inspect and test other initiating devices or field based system components. Verify system receives state or alarm change
o Inspect and verify head end panel is clear of faults, receiving alarms, communicating with network and providing expected functionality
o Perform system reboot as applicable
o Clear head end panel or system devices of dust or debris
o Provide written report to end user confirming completeness and results of tests
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Security Systems on an annual basis. The upgrade will consist of upgrading all system servers, workstations, and end-point firmware (as required for compatibility) to the latest software version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems
specification requirements. *Upgrade does not include server/workstation OS updates. If applicable, OS security patches will be applied during upgrade as applicable/available and supported by the application.

Standard
Standard Service Labor
Standard Coverage – Monday – Friday, 8am – 5pm – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at the discounted rates and accelerated response times carried within the proposal. Labor for travel time is included under this agreement.
Annual Security Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Security system at each location outlined in the Statement of Work.
Testing Frequency – SIGNET will perform testing on the system on an annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each Inspection, a summary of the tasks completed will be provided to the client.
Video Surveillance / CCTV (if applicable)
• Inspect CCTV cameras, verify and correct camera field of view and focus.
• Clear system devices of dust or debris
• Verify cameras are viewing the desired image by the client.
• Verify camera programming, naming, image quality, settings and recording settings.
• Verify system is recording and note retention period.
• Verify recording hard drive configuration and status. Check for drive failures or bad sectors.
• Verify motion detention recording settings. Verify all cameras are capturing the expected motion activity. Note any discrepancies.
• Verify PTZ control of applicable cameras. Check presets, tours, and home position settings.
• Verify all channels of the video encoder(s) are working properly.
• Verify camera call-up upon event/alarm where applicable.
• Verify network switch utilization and network switch ports are functioning.
• Check system alarm and event logs. Attach a printed copy of the logs if applicable.
• Verify system time of day is configured and is synchronizing with a time server or consistent source.
• Verify and note current software version and device firmware versions.
• Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
• Provide written report to end user stating the above is working properly.
Access Control (if applicable)
o Check access control panel/controller communications status.
o Check access control panel/controller batteries. Note battery type, voltage amp-hour rating and date code. Test and note battery voltage.
o Inspect door hardware for operation, damage, and misalignment.
o Inspect and test operation of access control equipment at each door (card readers, door contacts, REX and door release push buttons where applicable).
o Test operation of ancillary access control inputs and outputs.
o Verify door programming, time schedules, access levels and door unlock schedules. Note programming operation.
o Verify photo badge reader and workstation Photo-ID call-up operation (if applicable).
o Verify access control system database is configured for a regular back-up.
o Verify network switch utilization and network switch ports are functioning.
o Check system alarm and event logs. Attach a printed copy of the logs if applicable.
o Verify system time of day is configured and is synchronizing with a time server or consistent source
o Verify and note current software version and device firmware versions.
o Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
o Provide written report to end user stating the above is working properly.
PLC System (if applicable)
• Check control panel/controller communications status.
• Check control panel/controller batteries and UPS’s. Note battery/UPS type, voltage amp-hour rating and date code. Test and note battery voltage.
• Inspect door hardware for operation, damage, and misalignment.
• Inspect and test operation of control equipment at each door (door contacts and door release push buttons and intercoms where applicable).
• Test operation of ancillary control inputs and outputs.
• Verify control system database is configured for a regular back-up.
• Verify network switch utilization and network switch ports are functioning.
• Check system alarm and event logs. Attach a printed copy of the logs if applicable.
• Verify system time of day is configured and is synchronizing with a time server or consistent source.
• Verify and note current software version and device firmware versions.
• Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
• Provide written report to end user stating the above is working properly.
Other Systems (Intrusion/Duress/Other) (if applicable)
o Check each intrusion motion detector, intrusion door contact, glass break device, duress button and keypad to verify its working properly (if applicable).
o Inspect and test other initiating devices or field based system components. Verify system receives state or alarm change
o Inspect and verify head end panel is clear of faults, receiving alarms, communicating with network and providing expected functionality
o Perform system reboot as applicable
o Clear head end panel or system devices of dust or debris
o Provide written report to end user confirming completeness and results of tests
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Security Systems on an annual basis. The upgrade will consist of upgrading all system servers, workstations, and end-point firmware (as required for compatibility) to the latest software version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems
specification requirements. *Upgrade does not include server/workstation OS updates. If applicable, OS security patches will be applied during upgrade as applicable/available and supported by the application.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Semi-Annual Service Activity Reporting
Reports will be created using SIGNET’s Q360 system and are customizable to clients needs. Most reports will contain Semi-Annually data for all service calls, invoices related to Service, SIGNET Savings Account balance and more. The reports will be created and sent on a semi-annual basis on an identified date of the month.
Annual Strategic Account Review
In tandem with the semi-annual Service Reporting, SIGNET will meet with the client on a yearly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.

Select
Premium Service Labor
Premium Coverage – 24 hours per day, 7 days per week – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at no additional charge to the base service fee. Labor for travel time is included under this agreement.
Semi—Annual Security Test & Inspection / Preventative Maintenance
Scope – SIGNET will test and inspect the entire Security system at each location outlined in the Statement of Work.
Testing Frequency – SIGNET will perform testing on the system on an semi-annual basis. This includes a complete inventory of all system components complete with unique identifiers affixed or near each device.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each Inspection, a summary of the tasks completed will be provided to the client.
Video Surveillance / CCTV (if applicable)
• Inspect CCTV cameras, verify and correct camera field of view and focus.
• Clear system devices of dust or debris
• Verify cameras are viewing the desired image by the client.
• Verify camera programming, naming, image quality, settings and recording settings.
• Verify system is recording and note retention period.
• Verify recording hard drive configuration and status. Check for drive failures or bad sectors.
• Verify motion detention recording settings. Verify all cameras are capturing the expected motion activity. Note any discrepancies.
• Verify PTZ control of applicable cameras. Check presets, tours, and home position settings.
• Verify all channels of the video encoder(s) are working properly.
• Verify camera call-up upon event/alarm where applicable.
• Verify network switch utilization and network switch ports are functioning.
• Check system alarm and event logs. Attach a printed copy of the logs if applicable.
• Verify system time of day is configured and is synchronizing with a time server or consistent source.
• Verify and note current software version and device firmware versions.
• Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
• Provide written report to end user stating the above is working properly.
Access Control (if applicable)
o Check access control panel/controller communications status.
o Check access control panel/controller batteries. Note battery type, voltage amp-hour rating and date code. Test and note battery voltage.
o Inspect door hardware for operation, damage, and misalignment.
o Inspect and test operation of access control equipment at each door (card readers, door contacts, REX and door release push buttons where applicable).
o Test operation of ancillary access control inputs and outputs.
o Verify door programming, time schedules, access levels and door unlock schedules. Note programming operation.
o Verify photo badge reader and workstation Photo-ID call-up operation (if applicable).
o Verify access control system database is configured for a regular back-up.
o Verify network switch utilization and network switch ports are functioning.
o Check system alarm and event logs. Attach a printed copy of the logs if applicable.
o Verify system time of day is configured and is synchronizing with a time server or consistent source
o Verify and note current software version and device firmware versions.
o Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
o Provide written report to end user stating the above is working properly.
PLC System (if applicable)
• Check control panel/controller communications status.
• Check control panel/controller batteries and UPS’s. Note battery/UPS type, voltage amp-hour rating and date code. Test and note battery voltage.
• Inspect door hardware for operation, damage, and misalignment.
• Inspect and test operation of control equipment at each door (door contacts and door release push buttons and intercoms where applicable).
• Test operation of ancillary control inputs and outputs.
• Verify control system database is configured for a regular back-up.
• Verify network switch utilization and network switch ports are functioning.
• Check system alarm and event logs. Attach a printed copy of the logs if applicable.
• Verify system time of day is configured and is synchronizing with a time server or consistent source.
• Verify and note current software version and device firmware versions.
• Verify client and server computer hardware specifications. Verify CPU, memory, and network utilization. Note performance stats. Perform reboot of all computers and verify system back online and note any changes in performance stats.
• Provide written report to end user stating the above is working properly.
Other Systems (Intrusion/Duress/Other) (if applicable)
o Check each intrusion motion detector, intrusion door contact, glass break device, duress button and keypad to verify its working properly (if applicable).
o Inspect and test other initiating devices or field based system components. Verify system receives state or alarm change
o Inspect and verify head end panel is clear of faults, receiving alarms, communicating with network and providing expected functionality
o Perform system reboot as applicable
o Clear head end panel or system devices of dust or debris
o Provide written report to end user confirming completeness and results of tests
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Security Systems on an annual basis. The upgrade will consist of upgrading all system servers, workstations, and end-point firmware (as required for compatibility) to the latest software version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems
specification requirements. *Upgrade does not include server/workstation OS updates. If applicable, OS security patches will be applied during upgrade as applicable/available and supported by the application.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Quarterly Service Activity Reporting
Quarterly Reports customized to provide actionable insight into the Client’s environment and their partnership with SIGNET. Reports will contain quarterly data for all service calls, graphical representations and summary of service call data, SIGNET Savings Account balance and more. The reports will be created and sent on a quarterly basis on an identified date of the month.
Quarterly Strategic Account Review
In tandem with the Quarterly Service Reporting, SIGNET will meet with the client on a quarterly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.
Client Success Manager
A dedicated Client Success Manager (CSM) assigned to the client account to provide operational, administrative, and service-related support geared toward ensuring the client experience with SIGNET creates a lasting partnership. The Client Success Manager acts as the hub of communication for the client within SIGNET, assuming lead responsibility to drive innovative solutions to various technology problems and ensuring client needs are properly defined and satisfactorily met.
Custom Client Portal
Custom Client Portal – Web based portal designed to provide ON-DEMAND access for client’s to request service, review existing service tickets, review historical ticket information and review or download invoices. Client access is limited to identified users each who will receive unique sign-in credentials. Additional portal content includes dynamic dashboards reflecting call volume, call statuses, calls by site and SIGNET Savings Account balances (as applicable).

entitlements
Entitlement Add-Ons:
Central Station Monitoring | Genetec Advantage | HIRSCH Velocity Software Support | Lenel S2 OnGuard Software Upgrade and SUpport Plan (SUSP) | ExacqVision Software Subscription Agreement | Milestone XProtect Software Maintenance | SIGNET Savings Account (Annual Allowance) | SIGNET Remote Smart – Core Bundle | SIGNET Remote Smart – Pro Bundle (Powered by Upnine)
Central Station Monitoring
Central Station Monitoring keeps tabs on all alarm systems, including burglar alarms, and door openings/closings. Specially trained call-response technicians monitor alarm systems and installed control panels 24/7, and in the event an alarm is triggered, the technician will take the required steps to alert local authorities, emergency services, business owners, or credentialed employees of any imminent danger.
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Genetec Advantage
A comprehensive maintenance package that includes software upgrades, premium support, and system monitoring. Genetec Advantage benefits include:
Software Upgrades – Protect your investment by extending the longevity of your system with each new software release. Benefits from software upgrades to both minor and major releases include:
• Cutting edge features that leverage the latest evolutions in security systems technology and can enable new use cases, provide new insights, and decrease operational costs.
• Usability improvements that help system administrators be more efficient in configuring and using the software.
• Performance improvements so that you can get the most out of hardware investments.
• Security improvements to make sure your system stays compliant with evolving security requirements and follow security best practices.
• New third-party integrations to increase your security ecosystem.
Premium Support -Give your system integrator the edge with live assistance to Genetec™ Technical Support:
• Get phone and chat support during business hours.
• Prioritized support requests for faster response times.
• Access to our collaborative support model where interactive transfers are completed from front-line technicians to product support specialists to streamline the case’s resolution.
• Faster resolutions for complex issues with in-depth troubleshooting from our advanced product experts.
• Multiple support languages are available.
• Immediate access to available hotfixes.
• Open an unlimited number of cases, which are tracked through the Genetec portal.
System Availability Monitor – With Genetec Advantage, your system integrator can access the Genetec System Availability Monitor anytime through our intuitive web-based interface:
• Remotely monitor your system with real-time statistics on system uptime, mean-time-to-recovery, and downtime.
• Identify potential issues by inspecting raised alarms and take action before they come to life.
Self-Service Training and Learning Tools – Empower your operators by giving them access to the latest system knowledge, tools, and training.
• Get access to the Advantage Learning Portal that provides basic operator training courses for Security Desk, helping you automate operator onboarding and training.
• Get basic assistance for quick questions pertaining to Security Desk with the Operator Chat Assistance. This chat does not require any certification and will provide direct access to the Genetec support team.
• Obtain a voucher for complete end user certification training, allowing a power user or IT Admin to receive training and be certified to access Genetec support by phone, chat, and GTAP.
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HIRSCH Velocity Software Support
Identiv’s Hirsch Velocity is an integrated software platform that manages access control and security operations in hundreds of different facilities, from single high secure rooms to multi-building, multi- location campuses. Control doors, gates, turnstiles, elevators, and other building equipment, monitor users as they move around a facility, prevent unwanted access, maintain compliance, and provide a robust audit trail. HIRSCH Velocity Software Support benefits include:
• Access to software releases, updates, and upgrades for HIRSCH Velocity Software, including the latest features and enhancements.
• Access to firmware updates for Hirsch hardware and uTrust Readers.
• Technical support with live, secure remote PC access from Velocity support specialists
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Lenel S2 OnGuard Software Upgrade and Support Plan (SUSP)
Maintaining an active OnGuard Software Upgrade and Support Plan (SUSP) assures that your system will be well cared for by our experienced LenelS2 Technical Support Services team. Whether your system was just installed, requires the latest software patch, or is in need of an upgrade due to a facility expansion, we are here to assist you at every stage of growth. Lenel S2 OnGuard SUSP plan benefits include:
o Unlimited Access to Technical Call Center Support: Provides expert assistance to LenelS2 Value-Added Reseller (VAR) certified technicians for real-time system troubleshooting, issue resolution and resource navigation. May include engineering escalation, upgrade assistance, deployment guidance, migration advice and patch support. Does not include 24/7 Technical Support upgrade.
o System Software Upgrades and Patches: Assures VAR certified technician access to the latest features, system releases and updates.
o Online Self Help: Offers the OnGuard Knowledge Base to VARs for technical guidance, common concerns, and resolutions in a searchable database.
o Technical Support for End-of-Support Software Versions: Entitles VARs to technical support on a ‘best effort’ basis for non-supported versions of OnGuard software.
o Test Systems: Extends technical call center support for OnGuard test systems, when stood up as a backup for a corresponding OnGuard production server.
o Supplemental Instructional Materials: Enables VAR access to system installation documentation, version-specific OnGuard system hardening guides and OnGuard software version release notes.
o Multi-Year SUSP Advantage: Locks in the annual SUSP cost for up to three years with the purchase of a multi-year SUSP agreement. The basic OnGuard system SUSP annual cost remains the same throughout the term of the pre-paid SUSP multi-year licensed agreement, even if the system expands to a larger, more complex system configuration during that time frame.

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ExacqVision Software Subscription Agreement
An SSA enables you to frequently increase the functionality of your VMS solution without purchasing new hardware. Update to the newest version of exacqVision to view video from the latest IP cameras, get the highest performance from your existing hardware, or add many new functions.
 Enterprise Video Management System (VMS) – ExacqVision Enterprise VMS software records surveillance video from thousands of IP camera models and displays video on Windows, Linux or OSX client software. ExacqVision Enterprise VMS software can be licensed for up to 128 IP cameras per server. Building upon the enhanced functionality of Professional Edition VMS, ExacqVision Enterprise provides large organizations with features that provide a high level of situational awareness, both of events and system health monitoring.
 Monitor Video, Audio, and Data in Real Time – Users can monitor both video and audio (including two-way) in real time utilizing a customizable full screen video wall with notification overlays. Advanced functionality such as web panels, suspect tracking, and data integration from retail point-of sale and access control systems provides superior visibility of all events. Multiple-level mapping lets users create hierarchical nesting of maps for faster camera and device navigation.
 Easy to Install and Use – ExacqVision is fast and easy to install with little to no training. The innovative EasyConnect feature automatically finds, assigns and addresses supported IP cameras to your network, saving time and reducing data entry errors. The freely distributed client, browser and mobile apps all feature the same intuitive interface that makes day-to-day use of the system instinctive.
 Conduct Investigations on Recorded Video and Audio – ExacqVision’s searching capabilities are extensive, including powerful timeline, list view, and thumbnail search tools. Users can easily conduct investigations on recorded video and audio across multiple cameras and even leverage event data from intrusion and access control systems to improve search results. Bookmark important video and easily build cases containing all the video associated with an incident. Easily view and export clips in open-standard video formats or as a self-contained player with tamper protection.
 Maximize Uptime with Enterprise Manager – Enterprise Manager, included free of charge, provides ExacqVision Enterprise administrators with additional management tools to monitor system and camera health instantly from anywhere. Enterprise Manager adds scheduling to system backup and system update tasks, provides the ability to set up failover of NVRs, and adds more powerful user management capabilities that helps customers protect their investment by increasing system reliability and decreasing repetitive administrative tasks.
 Flexible and Scalable Deployment – ExacqVision Enterprise VMS software comes pre-configured and pre-installed on ExacqVision NVRs and installs easily on third party servers. The VMS is compatible with over 3,200 models of IP cameras and encoders, including the H.265 codec, and you can add IP cameras as needed with our simple, per-camera license model with no base server fee.
 Expandable Functionality – ExacqVision Enterprise offers integrations with solutions including intrusion detection and video analytics such as license plate recognition, heat mapping, and behavior analysis. A valid SSA provides the latest software and cybersecurity features released each quarter.
 Built-In Cybersecurity Controls – The ExacqVision solution not only protects your facility from physical threats, it’s designed to defend against cyber threats as well. With built-in cybersecurity controls, safeguards are in place to guard against unauthorized access, simplify management of user accounts, facilitate least-privilege assignment of permissions and limit network exposure by controlling settings for ports, protocols and interfaces. The system will even send software update notifications so you can download the latest ExacqVision security enhancements as soon as they’re released.
 Technical Support – ExacqVision allows for advanced certified system users to contact the Exacq Technical Support team (during normal business hours) for standard technical support without requiring a certified Exacq Value Added Reseller be present.
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Milestone XProtect Software Maintenance
Milestone Care comprehensively safeguards your Milestone product, in terms of investments, updates/upgrades and critical incident response. Irrespective of the challenges that may arise, Milestone Care will help you tackle them securely and effectively. Milestone Caret Software Maintenance plan benefits include:
 Online e-Care Portal – An easy-to-navigate searchable resource including chat assistance, self-help guides, video tutorials and knowledge base.
 Upgrades & Updates -Free access to the latest functionality and software versions allowing you to reap all the benefits of future innovation.
 Investment Protection -Unique trade-in policy: receive 100% credit on your present Milestone software product when upgrading to a newer or more advanced Milestone product.
 Online Services -Milestone Care Plus includes the Milestone Customer Dashboard, which is a comprehensive system overview of your installation’s performance that can be used by your reseller to ensure continuous system operation.
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SIGNET Savings Account (Annual Allowance)
The SIGNET Savings Account is designed to treat services like your own bank account. Once the account has been funded, you will have the flexibility needed in deciding how and when your service hours should be used. You can rely on prompt, expert service without having to obtain billing approval for every service call.
 All time spent on service engagements will consume prepaid funds from your SIGNET Savings Account. The funds will be reduced based on the priority level along with the time spent on the engagement to the nearest 30-minute interval in accordance with rates specified on page 5 of this proposal.
 Any research required to solve a problem or issue that the client is experiencing will consume prepaid funds by actual time spent on such research to the nearest 30-minute interval.
 All service engagements and research will be documented in a report and made available to the client in a quarterly statement or upon request.
 All prepaid funds unused by the client will remain in the account until utilized, with no expiration date. The client can request a cash refund for any unused funds or apply the bank funds to other SIGNET service work.
 Client can designate up to two (2) authorized users of the SIGNET Savings Account.
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SIGNET Remote Smart – Core Bundle
Overview
Remote Smart – Core provides clients reactive remote response to increase response time, and subsequently reduce system down time. SIGNET clients, our technicians and service department will collaborate with remote engineers to quickly identify, triage, and remediate system issues as they occur.
To make sure our team can jump right in with an understanding of the environment, we perform a full on- boarding capturing all devices and applications and providing a local data capture tool for all platforms we support. remote connections established based on the client’s internal security policies.
Remote Smart – Core Bundle provides the following features:
o Access to Remote Smart Support & Remediation
o Vendor Escalation & Incident Management
o Remote Smart Client Portal
o Response Time Guarantee
o SIGNET University Training Assistance
Access to Remote Smart Support & Remediation
Remote Smart Support provides access and ability to collaborate with all Tier 1, 2, & 3 Engineers to assist your organization with program supported platforms and applications. Our Engineers hold accreditations in the platforms we support, providing insights for both remediation and planning purposes. By working collaboratively to address your goals we align the right resources at the right time to remediate the challenge at hand. Remote Support is included during Standard Hours (M-F 8×5) for remote remediation.
Vendor Escalation & Incident Management
As mission critical systems and applications become more complex and integrated, we rely on multiple technologies to work together seamlessly. The challenge now is coordinating with multiple vendors to drive mission critical system issues toward resolution. SIGNET will manage this complex landscape and become the single point of contact for support-related issues. By continuing to ensure all platforms and applications are in a supported state, as well as any necessary LOA documentation in place, Remote Smart Engineers can work with these third parties, escalate on your behalf, and drive issues to resolution.
Remote Smart Client Portal
SIGNET will provide a Remote Smart Client Portal for the ability to Create Tickets, Track & Review all tickets at the site level, and have access to investment history if required. This online portal can be securely accessed on-demand.
SIGNET University Training Assistance
An E-Learning application that can be assessed by either a computer or smartphone, SIGNET University offers a flexible on-demand platform. Once enrolled, participants will have guided training modules focused on proficiencies navigating your organization’s needs.
________________________________________
SIGNET Remote Smart – Pro Bundle (Powered by UpNine*)
*UpNine (SIGNET’s Network Monitoring Partner) is an ISO27001 certified Network Operations Center dedicated to assuring end-to-end remotely managed support and response.
Remote Smart – Pro and Pro+ Packages
Pro – Access to all services. Remote Support is included during Standard Hours (M-F 8×5) for remote remediation.
Pro+ – Access to all services. Remote Support is included during Standard Hours, After Hours, and Weekends (24/7, 365) for remote remediation.
Overview
Remote Smart – Pro managed service offers Pro-Active Monitoring support across all Mission Critical Technologies for Integrated Physical Security, Network Devices, and Wireless Connectivity Platforms. Our Engineers become a part of or your entire technology team with the visibility needed to stay ahead of impacts to business operations.
Our Pro-Active Monitoring approach allows the Remote Smart Engineers to securely connect to the supported platforms based on our client’s internal security policies, to perform on-going preventative maintenance and remediate issues our Pro-Active Monitoring tools identify, with guaranteed response times.
In addition to the Remote Smart – Core Bundle, the Remote Smart – Pro Bundle provides the following features:
• 24×7 Pro-Active Monitoring
• Application-Level Health Management
• Quarterly Client Reporting
24×7 Pro-Active Monitoring
Gain peace of mind through the 24×7 Pro-Active Monitoring approach. Our tools provide a secure connection that provides real-time alerts into the health and continuity of all supported applications and devices. 24×7 Pro-Active Monitoring provides alerting on critical areas of interest, creates a ticket, and delivers a more rapid response by Remote Smart Engineers to issues if they occur.
Application Level-Health Management
Included in the Remote Smart – Pro Bundle is Application-Level Health Management of all Integrated Physical Security platforms and applications. Through an integration maintained and implemented by Remote Smart Engineers, our team will monitor specific vital sign thresholds and remotely address application health challenges critical to business operations. This level of visibility allows Remote Smart Engineers to monitor and address irregularities on both an application and device level, including some of the following critical areas:
• Recording Server & Device Health (i.e., RAM, CPU, and Storage consumption)
• Camera Stream Health
• Video Storage & Retention Policy Compliance
• Application Database Health and Connections
• Access Control Panel and Reader Health
Based on the applications being supported, our team can also customize vital sign thresholds to make sure all critical system areas are being monitored, in addition to those listed above.
Quarterly Client Reports
Insights into performance and health of mission critical systems is vital for business operation decisions. Remote Smart Engineers provide quarterly reports with details on all program services with summaries and full tickets information on performance of monitored applications and devices, ticketing trend analysis, and life-cycle benchmarks. Reports are designed to provide the information needed to align technology with your organization’s strategic plan.
Existing Environment – Minimum Standards Requirements
For the client’s mission critical technology environment to qualify for Remote Smart Managed Services, SIGNET requires minimum platforms and application standard be achieved.
o Platform Operating Systems ‘OS’ and all hardware components must be supportable and eligible for support from the manufacturer, not beyond EOL deadlines.
o Products to be covered under manufacturer warranty.
o Active Anti-virus protection for all server-based platforms and applications under support.
o Existing cabling infrastructure must be in proper working order to facility the client desired Quality of Service ‘QOS’ for all device communications.
o Networking Devices must provide management abilities and of business grade.
o Environments must be correctly licensed in accordance with the manufacturer guidelines.
As noted in the agreement, Remote Smart Engineers may identify additional items to be purchased to continue to achieve these minimum standards. The client agrees to assist SIGNET in good faith to make the said changes in accordance with these standards.

Annual Intercom Test & Inspection / Preventative Maintenance Visit
Scope– SIGNET will test and inspect the entire Microwave Communications System at each location outlined in the scope.
Testing Frequency – SIGNET will perform testing on the system on an annual basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each service call, a summary of the tasks completed will be provided to the client (if applicable).
Microwave Communication System Test and Inspection
• Inspect the antenna mounts, antenna, and cabling.
• Check for obstructions in the path.
• Check error logs and statistics.
• Verify frequencies and RSL (Receive Signal Level) to system engineering.
• Measure rectifier voltage.
• Test UPS systems with Client approval.
• Check/Clean fans and filters.
Hardware Support – SIGNET will perform scheduled maintenance services on the Equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action (if applicable).
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the Microwave Communications Systems on an annual basis. The upgrade will consist of upgrading all Microwave Communications System components to the latest version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.

Standard
Standard Service Labor
Standard Coverage – Monday – Friday, 8am – 5pm – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at the discounted rates and accelerated response times carried within the proposal. Labor for travel time is included under this agreement.
Annual Intercom Test & Inspection / Preventative Maintenance Visit
Scope– SIGNET will test and inspect the entire Microwave Communications System at each location outlined in the scope.
Testing Frequency – SIGNET will perform testing on the system on an annual basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each service call, a summary of the tasks completed will be provided to the client (if applicable).
Microwave Communication System Test and Inspection
• Inspect the antenna mounts, antenna, and cabling.
• Check for obstructions in the path.
• Check error logs and statistics.
• Verify frequencies and RSL (Receive Signal Level) to system engineering.
• Measure rectifier voltage.
• Test UPS systems with Client approval.
• Check/Clean fans and filters.
Hardware Support – SIGNET will perform scheduled maintenance services on the Equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action (if applicable).
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the Microwave Communications Systems on an annual basis. The upgrade will consist of upgrading all Microwave Communications System components to the latest version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Semi-Annual Service Activity Reporting
Reports will be created using SIGNET’s Q360 system and are customizable to clients needs. Most reports will contain Semi-Annually data for all service calls, invoices related to Service, SIGNET Savings Account balance and more. The reports will be created and sent on a semi-annual basis on an identified date of the month.
Annual Strategic Account Review
In tandem with the semi-annual Service Reporting, SIGNET will meet with the client on a yearly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.

Select

Premium Service Labor
Premium Coverage – 24 hours per day, 7 days per week – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at no additional charge to the base service fee. Labor for travel time is included under this agreement.
Semi-Annual Intercom Test & Inspection / Preventative Maintenance Visit
Scope– SIGNET will test and inspect the entire Microwave Communications System at each location outlined in the scope.
Testing Frequency – SIGNET will perform testing on the system on an semi-annual basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each service call, a summary of the tasks completed will be provided to the client (if applicable).
Microwave Communication System Test and Inspection
• Inspect the antenna mounts, antenna, and cabling.
• Check for obstructions in the path.
• Check error logs and statistics.
• Verify frequencies and RSL (Receive Signal Level) to system engineering.
• Measure rectifier voltage.
• Test UPS systems with Client approval.
• Check/Clean fans and filters.
Hardware Support – SIGNET will perform scheduled maintenance services on the Equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports – SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action (if applicable).
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the Microwave Communications Systems on an annual basis. The upgrade will consist of upgrading all Microwave Communications System components to the latest version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University – SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability:
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Quarterly Service Activity Reporting
Quarterly Reports customized to provide actionable insight into the Client’s environment and their partnership with SIGNET. Reports will contain quarterly data for all service calls, graphical representations and summary of service call data, SIGNET Savings Account balance and more. The reports will be created and sent on a quarterly basis on an identified date of the month.
Quarterly Strategic Account Review
In tandem with the Quarterly Service Reporting, SIGNET will meet with the client on a quarterly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.
Client Success Manager
A dedicated Client Success Manager (CSM) assigned to the client account to provide operational, administrative, and service-related support geared toward ensuring the client experience with SIGNET creates a lasting partnership. The Client Success Manager acts as the hub of communication for the client within SIGNET, assuming lead responsibility to drive innovative solutions to various technology problems and ensuring client needs are properly defined and satisfactorily met.
Custom Client Portal
Custom Client Portal – Web based portal designed to provide ON-DEMAND access for client’s to request service, review existing service tickets, review historical ticket information and review or download invoices. Client access is limited to identified users each who will receive unique sign-in credentials. Additional portal content includes dynamic dashboards reflecting call volume, call statuses, calls by site and SIGNET Savings Account balances (as applicable).

Entitlement

lllEntitlement Add-Ons
The Entitlement Add-Ons below are included as additional coverage (as applicable) only if mentioned under your SIGNET Advantage Plan Proposal.
Central Station Monitoring | SIGNET Savings Account | SIGNET Remote Smart – Core Bundle | SIGNET Remote Smart – Pro Bundle (Powered by Upnine)
Central Station Monitoring
Central Station Monitoring keeps tabs on all alarm systems, including burglar alarms, and door openings/closings. Specially trained call-response technicians monitor alarm systems and installed control panels 24/7, and in the event an alarm is triggered, the technician will take the required steps to alert local authorities, emergency services, business owners, or credentialed employees of any imminent danger.
________________________________________
SIGNET Savings Account (Annual Allowance)
The SIGNET Savings Account is designed to treat services like your own bank account. Once the account has been funded, you will have the flexibility needed in deciding how and when your service hours should be used. You can rely on prompt, expert service without having to obtain billing approval for each and every service call.
• All time spent on service engagements will consume prepaid funds from your SIGNET Savings Account. The funds will be reduced based on the priority level along with the time spent on the engagement to the nearest 30-minute interval in accordance with rates specified on page 5 of this proposal.
• Any research required to solve a problem or issue that the client is experiencing will consume prepaid funds by actual time spent on such research to the nearest 30-minute interval.
• All service engagements and research will be documented in a report and made available to the client in a quarterly statement or upon request.
• All prepaid funds unused by the client will remain in the account until utilized, with no expiration date. The client can request a cash refund for any unused funds or apply the bank funds to other SIGNET service work.
• Client can designate up to two (2) authorized users of the SIGNET Savings Account.
________________________________________

SIGNET Remote Smart – Core Bundle
Overview
Remote Smart – Core provides clients reactive remote response to increase response time, and subsequently reduce system down time. SIGNET clients, our technicians and service department will collaborate with remote engineers to quickly identify, triage, and remediate system issues as they occur.
To make sure our team can jump right in with an understanding of the environment, we perform a full on- boarding capturing all devices and applications and providing a local data capture tool for all platforms we support. remote connections established based on the client’s internal security policies.
Remote Smart – Core Bundle provides the following features:
o Access to Remote Smart Support & Remediation
o Vendor Escalation & Incident Management
o Remote Smart Client Portal
o Response Time Guarantee
o SIGNET University Training Assistance
Access to Remote Smart Support & Remediation
Remote Smart Support provides access and ability to collaborate with all Tier 1, 2, & 3 Engineers to assist your organization with program supported platforms and applications. Our Engineers hold accreditations in the platforms we support, providing insights for both remediation and planning purposes. By working collaboratively to address your goals we align the right resources at the right time to remediate the challenge at hand. Remote Support is included during Standard Hours (M-F 8×5) for remote remediation.
Vendor Escalation & Incident Management
As mission critical systems and applications become more complex and integrated, we rely on multiple technologies to work together seamlessly. The challenge now is coordinating with multiple vendors to drive mission critical system issues toward resolution. SIGNET will manage this complex landscape and become the single point of contact for support-related issues. By continuing to ensure all platforms and applications are in a supported state, as well as any necessary LOA documentation in place, Remote Smart Engineers can work with these third parties, escalate on your behalf, and drive issues to resolution.
Remote Smart Client Portal
SIGNET will provide a Remote Smart Client Portal for the ability to Create Tickets, Track & Review all tickets at the site level, and have access to investment history if required. This online portal can be securely accessed on-demand.
SIGNET University Training Assistance
An E-Learning application that can be assessed by either a computer or smartphone, SIGNET University offers a flexible on-demand platform. Once enrolled, participants will have guided training modules focused on proficiencies navigating your organization’s needs.
________________________________________
SIGNET Remote Smart – Pro Bundle (Powered by UpNine*)
*UpNine (SIGNET’s Network Monitoring Partner) is an ISO27001 certified Network Operations Center dedicated to assuring end-to-end remotely managed support and response.
Remote Smart – Pro and Pro+ Packages
Pro – Access to all services. Remote Support is included during Standard Hours (M-F 8×5) for remote remediation.
Pro+ – Access to all services. Remote Support is included during Standard Hours, After Hours, and Weekends (24/7, 365) for remote remediation.
Overview
Remote Smart – Pro managed service offers Pro-Active Monitoring support across all Mission Critical Technologies for Integrated Physical Security, Network Devices, and Wireless Connectivity Platforms. Our Engineers become a part of or your entire technology team with the visibility needed to stay ahead of impacts to business operations.
Our Pro-Active Monitoring approach allows the Remote Smart Engineers to securely connect to the supported platforms based on our client’s internal security policies, to perform on-going preventative maintenance and remediate issues our Pro-Active Monitoring tools identify, with guaranteed response times.
In addition to the Remote Smart – Core Bundle, the Remote Smart – Pro Bundle provides the following features:
• 24×7 Pro-Active Monitoring
• Application-Level Health Management
• Quarterly Client Reporting
24×7 Pro-Active Monitoring
Gain peace of mind through the 24×7 Pro-Active Monitoring approach. Our tools provide a secure connection that provides real-time alerts into the health and continuity of all supported applications and devices. 24×7 Pro-Active Monitoring provides alerting on critical areas of interest, creates a ticket, and delivers a more rapid response by Remote Smart Engineers to issues if they occur.
Application Level-Health Management
Included in the Remote Smart – Pro Bundle is Application-Level Health Management of all Integrated Physical Security platforms and applications. Through an integration maintained and implemented by Remote Smart Engineers, our team will monitor specific vital sign thresholds and remotely address application health challenges critical to business operations. This level of visibility allows Remote Smart Engineers to monitor and address irregularities on both an application and device level, including some of the following critical areas:
• Recording Server & Device Health (i.e., RAM, CPU, and Storage consumption)
• Camera Stream Health
• Video Storage & Retention Policy Compliance
• Application Database Health and Connections
• Access Control Panel and Reader Health
Based on the applications being supported, our team can also customize vital sign thresholds to make sure all critical system areas are being monitored, in addition to those listed above.
Quarterly Client Reports
Insights into performance and health of mission critical systems is vital for business operation decisions. Remote Smart Engineers provide quarterly reports with details on all program services with summaries and full tickets information on performance of monitored applications and devices, ticketing trend analysis, and life-cycle benchmarks. Reports are designed to provide the information needed to align technology with your organization’s strategic plan.
Existing Environment – Minimum Standards Requirements
For the client’s mission critical technology environment to qualify for Remote Smart Managed Services, SIGNET requires minimum platforms and application standard be achieved.
o Platform Operating Systems ‘OS’ and all hardware components must be supportable and eligible for support from the manufacturer, not beyond EOL deadlines.
o Products to be covered under manufacturer warranty.
o Active Anti-virus protection for all server-based platforms and applications under support.
o Existing cabling infrastructure must be in proper working order to facility the client desired Quality of Service ‘QOS’ for all device communications.
o Networking Devices must provide management abilities and of business grade.
o Environments must be correctly licensed in accordance with the manufacturer guidelines.
As noted in the agreement, Remote Smart Engineers may identify additional items to be purchased to continue to achieve these minimum standards. The client agrees to assist SIGNET in good faith to make the said changes in accordance with these standards.

Annual Intercom Test & Inspection / Preventative Maintenance Visit
Scope– SIGNET will test and inspect the entire Intercom/Public Addressing System at each location outlined in the scope.
Testing Frequency– SIGNET will perform testing on the system on an annual basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each inspection, a summary of the tasks completed will be provided to the customer.
Intercom/Public Addressing System Test and Inspection
• Confirmation of the physical devices and their current state.
• Confirm that all house page speakers are working by inserting low volume music into the system and walking the campus.
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports– SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Intercom/Public Addressing integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.

Standard
Standard Service Labor
Standard Coverage- Monday – Friday, 8am – 5pm – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at the discounted rates and accelerated response times carried within the proposal. Labor for travel time is included under this agreement.
Annual Intercom Test & Inspection / Preventative Maintenance Visit
Scope– SIGNET will test and inspect the entire Intercom/Public Addressing System at each location outlined in the scope.
Testing Frequency– SIGNET will perform testing on the system on an annual basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each inspection, a summary of the tasks completed will be provided to the customer.
Intercom/Public Addressing System Test and Inspection
• Confirmation of the physical devices and their current state.
• Confirm that all house page speakers are working by inserting low volume music into the system and walking the campus.
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports– SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Intercom/Public Addressing integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University– SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:
Scalability
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Semi-Annual Service Activity Reporting
Reports will be created using SIGNET’s Q360 system and are customizable to clients needs. Most reports will contain Semi-Annually data for all service calls, invoices related to Service, SIGNET Savings Account balance and more. The reports will be created and sent on a semi-annual basis on an identified date of the month.
Annual Strategic Account Review
In tandem with the semi-annual Service Reporting, SIGNET will meet with the client on a yearly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.

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Premium Service Labor
Premium Coverage – 24 hours per day, 7 days per week – city, state, federal, and SIGNET observed holidays are included. Emergency service will be provided at no additional charge to the base service fee. Labor for travel time is included under this agreement.
Semi-Annual Intercom Test & Inspection / Preventative Maintenance Visit
Scope– SIGNET will test and inspect the entire Intercom/Public Addressing System at each location outlined in the scope.
Testing Frequency– SIGNET will perform testing on the system on an semi-annual basis.
Preventative Maintenance – Inspections will be scheduled detailing the tasks to be performed, the skill levels required, and any special tools and instrumentation required to properly maintain the systems. Upon completion of each inspection, a summary of the tasks completed will be provided to the customer.
Intercom/Public Addressing System Test and Inspection
• Confirmation of the physical devices and their current state.
• Confirm that all house page speakers are working by inserting low volume music into the system and walking the campus.
Hardware Support – SIGNET will perform scheduled maintenance services on the equipment covered under this agreement.
Components and parts on the system that are found to be defective, have failed operationally, or which exhibit signs of near-term failure will be identified during each preventative maintenance inspection or test.
If the component is covered under a current factory warranty, the said part or component will be replaced at no charge to client. If the component is not covered under a current factory warranty, a quote for a replacement part will be provided. For any equipment requiring repair or replacement, a billable labor estimate (to be performed during normal business hours) will be prepared and submitted for approval.
Work authorization will be issued in writing to SIGNET by an authorized representative of the client before proceeding with the work.
Inspection Reports– SIGNET will furnish a written report certifying that such tests and inspections have been completed documenting any deficiencies found which may require corrective action.
Annual Software Upgrade Visit
SIGNET will provide a system software upgrade for the applicable Intercom/Public Addressing integrated Systems on an annual basis. The upgrade will consist of upgrading all system operators to the latest system version (if applicable). Upgrade is dependent upon the Clients existing infrastructure’s ability to support the updated systems specification requirements.
Access to SIGNET University
SIGNET University– SIGNET offers the flexibility and practicality of on-demand e-learning, through SIGNET University: An E-Learning application that can be accessed through a computer or a smart phone. Once enrolled, the Participant is assigned guided training modules (curated from our library of modules to meet your organization’s needs). There are many advantages to our e-learning approach:Scalability
• Ability to scale up or down as needed based upon client requirements
• Availability of subscription-based access for future support or new staff (this would be an addition to service contract offerings)
• Updated technology partner content can be easily created, managed, and uploaded so that participants have access to the latest technology training
Efficiency:
• Courses are always available, which means participants can take their training courses as their schedules allow
• Training is delivered pre- and post- Go-live, which helps expedite participant learning
• From an employer perspective, there is no need to plan staff time around training
• Certificates and records of completion can be tracked and audited electronically
Quarterly Service Activity Reporting
Quarterly Reports customized to provide actionable insight into the Client’s environment and their partnership with SIGNET. Reports will contain quarterly data for all service calls, graphical representations and summary of service call data, SIGNET Savings Account balance and more. The reports will be created and sent on a quarterly basis on an identified date of the month.
Quarterly Strategic Account Review
In tandem with the Quarterly Service Reporting, SIGNET will meet with the client on a quarterly basis to review operational performance, alongside strategic obstacles, or challenges. SIGNET will then recommend future actions for growth or operational improvement.
Client Success Manager
A dedicated Client Success Manager (CSM) assigned to the client account to provide operational, administrative, and service-related support geared toward ensuring the client experience with SIGNET creates a lasting partnership. The Client Success Manager acts as the hub of communication for the client within SIGNET, assuming lead responsibility to drive innovative solutions to various technology problems and ensuring client needs are properly defined and satisfactorily met.
Custom Client Portal
Custom Client Portal – Web based portal designed to provide ON-DEMAND access for client’s to request service, review existing service tickets, review historical ticket information and review or download invoices. Client access is limited to identified users each who will receive unique sign-in credentials. Additional portal content includes dynamic dashboards reflecting call volume, call statuses, calls by site and SIGNET Savings Account balances (as applicable).

Entitlement
Entitlement Add-Ons
The Entitlement Add-Ons below are included as additional coverage (as applicable) only if mentioned under your SIGNET Advantage Plan Proposal.
Central Station Monitoring |SIGNET Savings Account | Bogen Nyquist E7000 Licensing & Software Maintenance Coverage
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Central Station Monitoring
Central Station Monitoring keeps tabs on all alarm systems, including burglar alarms, and door openings/closings. Specially trained call-response technicians monitor alarm systems and installed control panels 24/7, and in the event an alarm is triggered, the technician will take the required steps to alert local authorities, emergency services, business owners, or credentialed employees of any imminent danger.
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SIGNET Savings Account (Annual Allowance)
The SIGNET Savings Account is designed to treat services like your own bank account. Once the account has been funded, you will have the flexibility needed in deciding how and when your service hours should be used. You can rely on prompt, expert service without having to obtain billing approval for each and every service call.
• All time spent on service engagements will consume prepaid funds from your SIGNET Savings Account. The funds will be reduced based on the priority level along with the time spent on the engagement to the nearest 30-minute interval in accordance with rates specified on page 5 of this proposal.
• Any research required to solve a problem or issue that the client is experiencing will consume prepaid funds by actual time spent on such research to the nearest 30-minute interval.
• All service engagements and research will be documented in a report and made available to the client in a quarterly statement or upon request.
• All prepaid funds unused by the client will remain in the account until utilized, with no expiration date. The client can request a cash refund for any unused funds or apply the bank funds to other SIGNET service work.
• Client can designate up to two (2) authorized users of the SIGNET Savings Account.
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Bogen Nyquist E7000 Licensing & Software Maintenance Coverage
A one (1) year subscription to all applicable product, licensing and software updates is included with the purchase of a Nyquist E7000 system (“E7000”). The benefits of extended E7000 Licensing & Software Maintenance plans are as follows:
• Access to Powerful New Features. Each new release provides users with new feature capabilities that not only enhance the power and performance of the system, but also help protect against technical obsolescence.
• Bug Fixes. These help to ensure that your system is operating at peak performance 24/7 – especially during emergencies.
• New Device Support. Allows users to deploy the newest Nyquist appliances to further expand their system’s functionality.
• Important Security Updates. Maintaining system security is important – especially in a networked environment, where staying on top of security updates helps prevent hacking, viruses, and malware.
• Avoid Lapsed Coverage (“Catch-up”) Fees. for expired subscriptions when updating your system becomes imperative due to evolving school safety initiatives.