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service maintenance for TV Security Fire Systems SCCI Alphatrack operates one of the largest and strongest service and maintenance teams in the UK within our industry DIGITAL TV NETWORKS CCTV IPTV DOOR ENTRY ACCESS CONTROL GATES BARRIERS FIRE PROTECTION WARDEN CALL RESPONSE PERSONAL ATTACK VOICE EVACUATION PAGING designinstallmaintain 2 who we are what we can offer you SCCI Alphatrack has over a number of years built a varied portfolio of clients from Local Housing Authorities National Housing groups local managing agents reaching well over 600k residents to commercial clients such as Ladbrokes Paddy Power HM Prison Service financial institutions and large hotel groups. SCCI Alphatrack have developed a large and diverse selection of Service and Maintenance agreements to best suit our clients needs from ad-hoc to short term and long term agreements. Installations are covered by a Complete Service Care Programme Includes 12 month warranty on all parts subject to agreements Dedicated Landlord Help Line Service and Maintenance covered 7 days per week subject to agreements Covers call-outs repairs component replacement Out of Hours OOH service optional Planned preventative maintenance on all systems optional Dedicated Account Manager Service and maintenance provides complete peace of mind safe in the knowledge that any system faults are dealt with rapidly with the aim of minimum downtime. Should a fault arise our experienced Call Centre Staff are on hand to take all relevant information from the client which is entered on to our dedicated fault reporting database. Our teams of fully trained directly employed maintenance engineers are available to carry out extensive regular preventative maintenance checks on the installed systems under a service maintenance agreement which includes signal level tests weather proofing connections security of CCTV door entry panels aerial and dish arrays. Preventative maintenance can avoid any unnecessary service callouts. SCCI Alphatracks service engineers carry the latest fault finding equipment to ensure minimum downtime to residents. Fully stocked vehicles carry a large range of satellite aerial door entry access control warden call fire protection and CCTV components to cover faulty hardware no constant return calls 95 of calls rectified on first visit. Available to our clients is a dedicated customer database providing a full client history on all fault reports and repairs. SCCI Alphatrack provide emergency callout cover 365 days per year on our top tier service level agreement. SCCI Alphatrack engineers all meet stringent HS accreditations and all have passed NVQ Level 2 qualifications as a minimum. The technical expertise held by our engineers is second to none. For our clients peace of mind SCCI Alphatrack carries 10 million public liability insurance. All engineers are fully CRB checked. SCCI Alphatrack operate a fast track service for the elderly and vulnerable who are dependent on their TV viewing and security service. SCCI Alphatrack have the added bonus of large warehouse facilities to enable them to store stock items no waiting for stock delivery of the widely used components. All SCCI Alphatrack service vehicles are fitted with live tracking enabling quick dispatch of the closest engineer to a reported fault. 3 exorACCREDITED COMPANY SP203-1 OHSAS 18001 Registered HealthSafety Management 015 ISO 14001 Registered Environmental Management 015 ISO 9001 Registered Quality Management 015 our call centre To meet the ongoing demand and challenges within such diverse sectors of our business SCCI Alphatrack have developed a dedicated call centre team with years of experience to meet the needs and expectations of all our clients. The Call Centre is staffed with experienced operators trained in receiving and handling calls from our broad and diverse range of customers. Electronic callboards are in operation to ensure the smooth handling of all incoming enquiries. We have a number of multilingual staff on hand to assist our non-English speaking clients. The call centre operates 247 362 days a year enabling customers to receive support anytime during the day 4 scope coverage SCCI Alphatrack have a dedicated team of service engineers with nationwide capability providing guaranteed call-out response times of within 4 hours where specified by the client. SCCI Alphatracks Service Department currently provides service and maintenance services to well over 600K homes in the UK mainland and the Isle of Wight for local authorities housing associations private managing agents and landlords. SCCI Alphatracks National Service Group division maintains digital TV CCTV systems in hotels corporate offices exhibition centres pubs prisons supermarkets department stores bookmaker shops holiday villages and cinemas. With SCCI Alphatrack there are no hidden clauses as all system internal and external components including external cables are covered under standard wear and tear. SCCI Alphatrack offer different levels of aftercare agreements to suit your needs from our Basic Service to our Premium Service which guarantees the completion of service fault reports on the same day if the fault is reported by 10.00am. For clients who require a Rapid Response we can offer a 4 hour service that includes access to our 24 hour 7 days a week emergency telephone number to dispatch engineers at any time of the day or night. Our teams of highly skilled system installation and maintenance engineers carry the latest fault finding equipment to ensure minimum downtime to clients. warranty All systems installed by SCCI Alphatrack include a comprehensive 12 month warranty covering costs of call-out and repair as a result of product breakdown or defect. Full details of the warranty including contact details and methods of requesting call-out are provided following receipt of order. After the initial 12 month warranty period the systems can be covered by SCCI Alphatracks Extended Warranty Option costs and service level options will be supplied at least one month prior to the end of the standard 12 month warranty period. 5 additional services Out of Hours Out of hours OOH provides cover outside normal working hours this can ensure total cover 247 365 days per year. This service is available in conjunction with our other service products. The facility to request an OOH service request is free of charge however all call outs via the OOH service are chargeable at a rate relevant to the response time agreed. Preventative Maintenance This offering provides a proactive approach to system maintenance. A pre-arranged regular check would be put in place to carry out a number of system tests to ensure the systems integrity and functionality is maintained. Preventative maintenance will help to diagnose underlying faults before the system integrity is compromised and therefore potentially saving on cost whereby problems are resolved in their infancy. Preventative maintenance checks are carried out as standard if the system is under a service agreement but can be requested for any system if required. Resident Services We are mindful of the diversity of population living within the buildings served by our systems. All of our engineers are specifically trained to deal with vulnerable and diverse resident groups in a sensitive and appropriate manner. As the largest independent provider of digital TV services in the country we are able to provide advice on all digital platforms including Sky TV Freesat Freeview and many other European Asian satellite services. quality assurance SCCI Alphatrack has a Quality Management System in place that meets the requirements of BS EN ISO 90012008 Certificate No 5311 and we are regularly audited by National Quality Assurance Ltd. Our Quality Management System for controlling and checking standards of service to customers quality of workmanship and materials is implemented via written policies working methods procedures controls and monitoring. health safety SCCI Alphatrack has considerable experience of working as a Principle Contractor under CDM Regulations. Close liaison with the CDM Coordinator and Clerk of Works are maintained throughout the project. Lines of communication are established at the outset. All the activities listed are covered by Generic Method StatementsRisk Assessments. All operatives have regular Tool Box Meetings with their Manager Supervisor which again covers all the points listed. Site Specific Method StatementsRisk Assessments are produced for all installation projects. All operatives have undertaken the required HS training in all aspects related to our line of business. Health Safety Responsibilities Our Health Safety Manager is responsible for ensuring that the Companys policies and procedures are implemented on all sites. The Health Safety Manager reviews and updates all Health Safety policies and procedures audits each company site for practical compliance e.g. RIDDOR and COSHH regulations display of HSE posters assists managers with risk assessments advises them on all HS and environmental matters. All SCCI Alphatrack staff work to the requirements of the Companys Safety Handbook and business partners or subcontractors are required to comply with our HS Code of Practice. Let SCCI Alphatrack look after your TV Distribution Network Security requirements to ensure hassle-free TV viewing and reliable security for your residents and seamless service to you our client. 6 SCCI Alphatrack Limited Piper House 14 West Place West Road Harlow Essex CM20 2GY T 44 01279 630400 F 44 01279 630500 E Copyright SCCI Alphatrack April 2016