Maintenance and Service of Security Systems- Terms and conditions
1. DEFINITIONS
“THE COMPANY” is Paramount Security Group, Rugeley Operations Centre, Service Area 7, Albion Street,
Rugeley, Staffordshire, WS152BY being the organisation with limited responsibility for the design, installation,
maintenance and/or monitoring of the installation which is the subject of this Contract, sometimes referred to as
“our” or “we” in these Terms and Conditions.
“THE CUSTOMER” is the person or organisation being a signatory to this Contract, sometimes referred to as
“you” or “your” in these Terms and Conditions and is usually identified in sections 100-102 of our contract.
“THE PREMISES” are the Premises set out in section 102 of our maintenance/service contract.
“THE INSTALLATION” is the installed system defined in the Specification.
“INSTALLATION STANDARD” is the standard to which the equipment is to be installed and/or maintained,
together with any other formal requirements stipulated as a condition of the regulatory body by which the Company
is approved.
“CONTRACT” means the Quotation, Specification, Maintenance and Acceptance together with these Terms and
Conditions.
“SPECIFICATION” means the design specification which defines the level of protection, surveillance or access
afforded by the security Installation. It is an integral part of this Contract.
“QUOTATION” means the proposed price for the equipment, its installation and/or maintenance and monitoring as
itemised in this Contract.
“HANDOVER/TAKEOVER DATE” means the date on which service or maintenance will commence from by the
installer.
“PREVENTATIVE MAINTENANCE” means the routine inspection of the Installation to verify that it continues to
function in accordance with its Specification and to identify and rectify any items found faulty, worn or in need of
scheduled replacement normally carried out on an annual or bi-annual basis.
“CORRECTIVE MAINTENANCE” means the investigation and repair of faults reported by the Customer, including
false alarms from security systems.
“DESIGN RESPONSIBILITY” means the person or company who designed the original security system, and
includes any necessary criteria which the performance of the system must meet. Drawings, layouts and current or
proposed security coverage of customer’s premises are the responsibility of the system designer.
“REMOTE SERVICE DESK” means a remote service facility where a technical operator within the employment of
Paramount SG can connect to equipment at the customer’s premises for the purposes of remote fault diagnostics
or remote programming.
“THIRD PARTY” means anyone other than the company or the customer as defined.
Maintenance/service T/C Page 1 of 6
Revision: 2 Date: 03/2012
Maintenance and Service of Security Systems- Terms and conditions
2. GENERAL
Acceptance of any maintenance or service contract offered by the company to the customer for the maintenance or
the routine servicing of a security system is subject to these Terms and Conditions, along with any other
requirements defined within the Specification. The customer accepts these terms and conditions upon placing a
purchase order to the company. For the purposes of interpretation, where the requirements of the Specification
conflict with any clauses of these Terms and Conditions, then the conditions of these terms and conditions;
including any system requirements shall take precedence. All other terms and conditions not contained in or
implied by the Contract are excluded. Nothing in these Terms and Conditions, stated or implied, shall detract from
the Customer’s statutory rights.
3. COSTS
i) The quoted costs may be revised if:
a) you want the work carried out more urgently than agreed, or
b) you change the Specification, or
c) your Premises are in some way unsuitable for the equipment and this was not apparent from our original survey
or there are circumstances about which we should have been made aware, or
d) there are any other special circumstances we were not aware of when supplying our original quotation.
ii) All telephone line installation, rental and call charges are the responsibility of the Customer.
iii) If you are late in paying us, we may charge you interest at the rate of 4% per year over the base rate of Barclays
Bank plc from the due date until the date we receive payment. You agree to take reasonable care and insure the
Equipment on our behalf until you have paid for it in full.
iv) If our labour or material costs increase after twelve months, we may give you two months’ notice of any increase
in our annual maintenance charges.
v) Maintenance and service work is normally carried out during usual working hours of 9.00am to 5.00pm Monday
to Friday except statutory holidays. Requests made by the Customer to install outside these hours may incur
additional charges. See 3(i) above.
vi) Unless otherwise agreed in writing, the Quotation does not include additional work such as redecoration, carpet
laying or building work, although we will take all reasonable care of your premises. Additional charges may be
made if our engineers are not provided with access to doors, shutters, windows or any other areas where cables
and equipment needs to be maintained, inspected or replaced.
vii) Any equipment forming part of the installation which is not sold to the Customer, such as signalling equipment
or firmware, shall remain the property of the Company and will be maintained and/or replaced at the Company’s
expense unless such failure was attributed to any of the causes given in 7 (i). Any equipment which remains the
property of the Company shall be defined in the system Specification in section 116 of our maintenance/service
contract. We reserve the right to recover such equipment on termination of the maintenance contract.
Maintenance/service T/C Page 2 of 6
Revision: 2 Date: 03/2012
Maintenance and Service of Security Systems- Terms and conditions
4. COMPANY’S OBLIGATIONS
i) We agree to inspect and report on the condition of any system covered under our scope of work and hand it over
in good working order conforming to any applicable standards declared in our pre agreed scope of work. We will
always seek your agreement should changes or alterations, including replacing any parts to the system be required
during our service or maintenance visit within 14 working days of inspection.
ii) When we issue new certification after a maintenance or service visit this shall last for a maximum period of that
stated in the expiry date. Where Certificate of Conformities is issued the certificate shall remain the property of the
company until the contract has been paid for in full.
iii) We agree that, if any of the Equipment or our workmanship for newly installed systems is faulty in the first
twelve months, it will be repaired or replaced at our expense, including any applicable call-outs, provided you let us
know as soon as the fault occurs.
iiv) We agree to carry out remote repairs or diagnostics from our remote service desk to the clients equipment
where the facility exists and our scope of cover permits. The installation must be fully compatible with our remote
service desk and must be no older than 3 (Three) years of age.
5. CUSTOMER’S OBLIGATIONS
i) You agree to give us and our workers full access to your Premises to survey, measure, install, test and service
the Equipment. You also agree to provide an adequate electricity supply for the Equipment to operate correctly. If
our work is interrupted or delayed because of a problem with access, or the electricity supply is inadequate, we
may make an extra charge. We are not liable if completion of a maintenance or service visit is delayed due to the
unavailability of signalling transmission facilities or other circumstances beyond our control. By signing the
Contract with us, you guarantee that you have full authority to allow the maintenance or service visit to take place
and no other consent is needed.
ii) You must not interfere with, or allow anyone else to interfere with, adjust, service or attempt to repair or reset the
Equipment at any time.
iii) If the Equipment activates to a Alarm Receiving Centre or Central Monitoring Station, you need to let us know
as soon as possible. If the Equipment needs to be reset, we may charge you at our usual rates then in force.
iv) You will need to let us know in advance if any third party intends to carry out work on the telephone lines within
your premises, as this may affect the Equipment’s effectiveness.
v) The Equipment installed at a service or maintenance visit where it has been authorised by the customer does
not belong to you until it has been paid for in full. If you do not pay the balance of the maintenance charge when it
is due, we have the right to remove the Parts/Equipment from your Premises without notice. By signing the
Contract with us, you irrevocably authorise us to enter your Premises to remove the Equipment if payment remains
outstanding.
vi) If you cancel our Contract less than four days before the maintenance visit takes place, we may charge you for
any equipment we have bought for your Premises and make a reasonable charge for damages for breach of
contract.
Maintenance/service T/C Page 3 of 6
Revision: 2 Date: 03/2012
Maintenance and Service of Security Systems- Terms and conditions
vii) If the Equipment is connected to an Alarm Receiving Centre or Central Monitoring Station, it is your
responsibility to make sure that the telephone line is working properly and the account correctly maintained.
viii) You need to notify us of any change in the layout of your Premises, as this may affect the effectiveness of the
Equipment to detect movement or intrusion within 7 (seven) days of the change taking place.
ix) You agree to permit the Company’s staff and representatives of its regulatory body (only whilst accompanied by
the Company’s staff) access to the installation for the purposes of maintenance or inspection.
6. MAINTENANCE AND SERVICE
i) In return for payment of the maintenance charge, the Company will maintain the Installation in accordance with
the installation standard and respond to your emergency calls for assistance. If your Equipment is installed to
BS4737 (or its successor,) our response to emergency calls will be within four hours of your request, or before the
Equipment needs to be set, unless mutually agreed otherwise.
ii) If we have to attend the Premises, or repair the Equipment between routine maintenance visits, It is the
customers responsibility to notify Paramount SG of any failures which occur. We will make a charge at our usual
rates unless the work is covered by Clause 4 (iii).
iii) The annual maintenance charge does not include charges for any replacement parts, including but not limited
to; batteries, lamps, cameras, bearings, detectors etc which will be charged in addition to the annual charge and
will require written authorisation to replace by the customer. The annual maintenance charge is limited to and
includes a one off inspection and report identifying any issues at the time of inspection. Any work required after the
annual inspection is not covered under our maintenance contract and would form a separate contract of works.
iv) Where the installation is monitored by an Alarm Receiving Centre for direct response by emergency services
(eg police or fire brigade), it shall be a condition of such monitoring that an annual contract for Routine
Maintenance exists between the Customer and the Company. Routine maintenance visits shall be undertaken by
the Company as defined in the Installation Standard or this Contract.
v) The scope of maintenance and service shall be limited to that which is practically capable of being performed
within the Company’s remit or scope of work(s).
vi) The company will undertake one annual or bi-annual maintenance visit to the customer’s premises. The
inspection will be limited to that of equipment identified under schedule 116 of our maintenance and service
contract. A written report on the condition of the system will then be forwarded to the customer within 14 working
days. It is then the customer’s responsibility to act on the report supplied by the company, the company accepts no
liability where the customer fails to act; or carry out remedial works including system repairs and changes which
have been identified at the time of inspection.
vii) Parts or components of a system which fail after the maintenance visit will remain at the liability of the customer
and must be notified to the company in writing.
Maintenance/service T/C Page 4 of 6
Revision: 2 Date: 03/2012
Maintenance and Service of Security Systems- Terms and conditions
7. LIABILITY
The Company does not know, and shall not be deemed to know, the true value of the Customer’s property or
premises and is not the insurer thereof. The installation, service or maintenance agreements do not constitute a
means of insurance to the customer. The customer must make adequate third party arrangements with a suitable
insurance provider to maintain such cover. Such cover must apply to both the customer’s property and contents.
The company accepts no liability to third parties including but not limited to insurers and underwriters where the
customer has failed to notify the company in writing of any conditions which may apply to their third party
agreements or policies. We do not guarantee to the customer that:
a) Particular losses or injuries will be prevented by using our security systems or;
b) That the system will work continuously and without errors in particular when a failure is beyond our reasonable
control, for example equipment which may be of old age or prone to the ingress of water due to its design.
c) If our customer makes incorrect adjustments to any equipment supplied or maintained by Paramount SG, no
Liability will be accepted by the company.
i) The Company shall not be liable for the costs of any work, repairs or replacement of Equipment which results
from fire, electrical power surge, storm, flood, accident, neglect, misuse or malicious damage.
ii) The Company has provided limited insurance cover for itself with indemnity for claims made against it in respect
of accident, injury, loss or damage. Cover also extends to failure to perform and wrongful advice given unwittingly.
Any such claim must be made within 60 days of the loss occurring, claims after that period will not be accepted.
iii) Although the Installation is designed to detect or deter intrusion and reduce the risk of loss or damage, the
Company does not represent or warrant that the installation may not be neutralised, circumvented or otherwise
rendered ineffective by unauthorised persons and in such event the Company shall not be liable for any loss or
damage suffered by the Customer or other unauthorised persons. The Company accepts no liability for claims
falling outside the ambit of the indemnity referred to in Clause 7 (ii) above and the Customer is advised to arrange
sufficient insurance cover in respect of claims arising due to injury, loss or damage howsoever caused.
v) Like all electronic equipment, the system could fail in rare and exceptional circumstances and the Company
cannot guarantee that it will be operational at any specific time or for any specific period. The Company will
explain what regular tests can be performed to verify that detection equipment is operational between routine
maintenance visits carried out by the Company.
vi) Where the company takes over an existing security system which was installed or maintained by others, we
assume the system and any wiring associated to it is in full working order. The Company has no knowledge of
such systems and the customer must therefore notify the company in writing of any defects which occur on the
system. The company can accept no liability for such systems as we have no knowledge of the customers system
or the quality of workmanship including work standards to which it was originally installed.
v) Where the customer fails to act upon remedial work identified by the company which is of a mandatory
requirement; such as but not limited to health and safety legislation, moving machine directives, or any work which
may pose a liability to the customer, no liability will be accepted by the company.
Maintenance/service T/C Page 5 of 6
Revision: 2 Date: 03/2012
Maintenance and Service of Security Systems- Terms and conditions
vi) The company accepts no liability where the customer fails to notify in writing prior to contract commencement
any conditions or arrangements it has with third parties. These include but are not limited to; Insurers, or
Underwriters. This includes any specifications; essential coverage plans, response times, or key performance
requirements which must met by the company on behalf of the customer; as a condition of the third party
agreement between the customer and that third party.
vii) The liability to a customer in the event that a defect in the system arises in any occurrence or our negligence
directly or indirectly causes the customer to suffer loss will be limited to the value of the damage caused to your
premises or its contents up to a maximum of twenty thousand pounds Stirling.
ix) The terms and conditions given in this contract do not affect your rights under the Sale of Goods Act or Unfair
Contract Terms Act.
8. TERMINATION
i) Either the Customer or the Company can terminate the Contract by giving not less than two months’ written
notice except where a fixed term contract applies. If you wish to terminate the Contract with less than two months’
notice, the Company reserves the right to charge the next year’s costs of any monitoring charges if these have
already been paid in advance by the Company on your behalf. Where the customer wishes to terminate a fixed
term contract before its expiry period, any remaining duration must be paid for in full and early termination costs
shall apply.
ii) The Company may terminate this Contract should the Customer breach any of its conditions or if the Customer
is in arrears with any payments due for a period in excess of 30 days. This will not prejudice the Company’s right
to reclaim the payment outstanding. In such circumstances, seven days notice of cessation of any remote
monitoring or remote support will be given by the Company.
iii) In the event that the maintenance contract is terminated, the Company shall be provided with access to recover
any equipment and/or firmware which did not belong to the Customer but was rented from the Company.
iv) The Company reserves the right to remove logos, nameplates, motifs or any other Company identity from the
Equipment.
9. FORCE MAJEURE
Any failure by the Company to fulfil any of its obligations under the terms of this Contract due to reasons beyond its
control shall not be considered a breach of this Contract.
10. APPLICABLE LAW
This Contract is governed by the laws of England and Wales, Scotland or Northern Ireland as the case may be and
each party submits to the jurisdiction of the courts thereof.
11. ACCEPTANCE BY CUSTOMER
The customer undertakes and agrees to accept all of the terms and conditions stated within this document IN FULL
upon placing a purchase order or instruction to proceed on the company.
12. RIGHT TO AMMEND, UPDATE OR CHANGE
The company reserves the right to amend, update or change the terms and conditions as defined above, with 30
days written notice to the customer.
Maintenance/service T/C Page 6 of 6
Revision: 2 Date: 03/2012
