Operational confidence starts here.
Convergint’s Service Agreements combine proactive maintenance and expert service and support, keeping your security technology running reliably, audit-ready, and at the lowest total cost of ownership so your team can stay focused on your business.
A better way to manage your systems.
Unexpected downtime and compliance issues can cost far more than prevention. Convergint’s Service Agreements provide proactive care for both physical security systems and integrated software platforms to help keep the system functional and audit-ready. The plan is designed to extend equipment life, maintain compliance, keep security infrastructure operating reliably year-round, and help prevent disruptions before they occur.
What you can expect.
System health.
Preventive maintenance and proactive system care.
Continuous updates.
Ongoing software and firmware updates.
Remote support.
Access to Convergint’s remote services team for faster diagnosis and support.
Local expertise.
Local expertise, available when and where you ned it.
Nationwide reach.
National scale with local responsiveness.
Priority service.
Prioritized response over customers without a service agreement.
Seemless service.
Our onboarding team helps you set up access, schedule your first maintenance visit, and connect you to your dedicated local service team.
A trusted partner in system up time.
With thousands of technicians and the industry’s most comprehensive support network, Convergint helps organizations reduce risk, simplify maintenance, and achieve operational continuity across every site.
Essentials
Built-in, standardized coverage from day one.
The Essentials package is the minimum level of protection every security system requires. It delivers the first level of proactive maintenance focused on system uptime, compliance, and reliability.
Advanced
Reliable performance and predictable service costs.
The Advanced package is designed for reliable system performance and uptime through faster issue resolution and more predictable service costs.
Premier
Mission-critical uptime and priority response.
The Premier package is designed for organizations where system uptime is non-negotiable. Premier enables faster resolution and minimal risk exposure.
Security service agreement packages.
Service Component
Essentials
Advanced
Premier
Software Support Agreement (SSA)
Patch Management / Semi-Annual
Preventive Maintenance / Annual
Labor Coverage / M-F, 8-5
-
Parts Coverage
-
-
Help Desk
-
24/7 Remote Support
-
System Administration
-
-
Customer Portal
Service Documentation & Reporting
Scheduled Business Review
Priority 1 Emergency Service / 4-Hour Response
Priority 1 Emergency Labor Rates / M-F, 8-5 Waived
-
Service Call 2-Hour Minimum / M-F, 8-5 Waived
-
Trip Charge Waived
-
Service Rates for Truck Rolls (After-hours, Weekends, & Holidays)
Discounted after-hours T&M labor rates.
Discounted after-hours T&M labor rates.
Discounted after-hours T&M labor rates.
After-hours Hourly 4-Hour Minimum
Essentials
Software Support Agreement (SSA)
Patch Management / Semi-Annual
Preventive Maintenance / Annual
Labor Coverage / M-F, 8-5
-
Parts Coverage
-
Help Desk
-
24/7 Remote Support
-
System Administration
-
Customer Portal
Service Documentation & Reporting
Scheduled Business Review
Priority 1 Emergency Service / 4-Hour Response
Priority 1 Emergency Labor Rates / M-F, 8-5 Waived
-
Service Call 2-Hour Minimum / M-F, 8-5 Waived
-
Trip Charge Waived
-
Service Rates for Truck Rolls (After-hours, Weekends, & Holidays)
Discounted after-hours T&M labor rates.
After-hours Hourly 4-Hour Minimum
Advanced
Software Support Agreement (SSA)
Patch Management / Semi-Annual
Preventive Maintenance / Annual
Labor Coverage / M-F, 8-5
Parts Coverage
-
Help Desk
24/7 Remote Support
System Administration
-
Customer Portal
Service Documentation & Reporting
Scheduled Business Review
Priority 1 Emergency Service / 4-Hour Response
Priority 1 Emergency Labor Rates / M-F, 8-5 Waived
Service Call 2-Hour Minimum / M-F, 8-5 Waived
Trip Charge Waived
Service Rates for Truck Rolls (After-hours, Weekends, & Holidays)
Discounted after-hours T&M labor rates.
After-hours Hourly 4-Hour Minimum
Premier
Software Support Agreement (SSA)
Patch Management / Semi-Annual
Preventive Maintenance / Annual
Labor Coverage / M-F, 8-5
Parts Coverage
Help Desk
24/7 Remote Support
System Administration
Customer Portal
Service Documentation & Reporting
Scheduled Business Review
Priority 1 Emergency Service / 4-Hour Response
Priority 1 Emergency Labor Rates / M-F, 8-5 Waived
Service Call 2-Hour Minimum / M-F, 8-5 Waived
Trip Charge Waived
Service Rates for Truck Rolls (After-hours, Weekends, & Holidays)
Discounted after-hours T&M labor rates.
After-hours Hourly 4-Hour Minimum
FAQs.
We created Service Packages to make it easier for customers to protect their security systems, reduce downtime, and plan maintenance costs more predictably and with confidence. Industry standards, compliance bodies, and accreditation organizations all emphasize that proactive maintenance programs are essential. Our packages offer consistent, structured service options, designed by Convergint’s security industry experts and aligned with manufacturer maintenance recommendations to maximize system uptime and compliance, lower the total cost of system ownership, and protect your organization’s brand.
We offer three levels of Service Agreements to meet your security business goals and objectives:
- Essentials: Foundational system coverage focused on patching, maintenance, and basic support.
- Advanced: Enhanced level of protection and maintenance, powered by a suite of remote support services to maximize uptime and cost predictability.
- Premier: Comprehensive coverage including parts, labor, and advanced remote services, all designed for mission-critical environments where uptime is non-negotiable.
Your Convergint representative will guide you through an assessment to understand your systems, service expectations, and operational priorities.
Yes. Each package provides a structure based on industry expertise and customer needs, but you can add additional services onto each package such as:
- Consulting and Advisory Services
- Device Password Rotation
- Device Barcoding and Online Reporting | Asset Inventory and Management
- And much more!
Time-and-material service can address immediate needs, but it doesn’t provide the proactive maintenance and documentation needed to increase system uptime and stay compliant and audit-ready.
With a Convergint Service Agreement, your systems receive scheduled preventive maintenance, ensuring they are properly patched, inspected, and documented— so you have proof of ongoing system upkeep for audits or compliance requirements.
Service Agreements also deliver better value over time. They reduce unplanned service costs and lower your total cost of system ownership.
A warranty covers repair or replacement of defective parts or equipment, but it doesn’t include proactive maintenance, inspections, or updates that keep your security system running smoothly.
A Service Agreement, on the other hand, ensures your system continues to perform at its best throughout its warranty period and beyond. Even when your system is under warranty, there are essential maintenance activities that must happen proactively—not after something breaks. An Agreement also ensures you get service response priority compared to warranty on time-and-material only customers.
In short–warranty fixes problems; a Service Agreement helps prevent them.
Yes. Service Agreements are scalable—you can add locations or systems as your business grows. We’ll help you standardize coverage across multiple sites for consistency and efficiency.
That’s very common, and it’s one of Convergint’s greatest strengths. We partner with more manufacturers than anyone in the industry and have trained technicians experienced across many security systems. We’ll assess your sites and unique requirements, then make recommendations on the appropriate Service Agreement to ensure consistent service and support everywhere you operate.
As a global systems integrator, we can also do a complete site assessment to help you upgrade and standardize your technology across sites.
No matter which service package level you have, requesting service is quick and simple.
You can submit a service request through our customer portal, by phone, or by email—whichever is most convenient. Once your request is received, our team will route it based on your coverage level:
- Essentials: Your request is entered into our service queue and handled promptly by your local Convergint team.
- Advanced & Premier: Requests are triaged by our Remote Services Team for remote diagnosis and resolution first. Many issues can be resolved remotely before an on-site visit is needed! If not able to be resolved remotely, we automatically open a ticket with the local Convergint office to dispatch a truck.
In short: Just submit the request, and we’ll take it from there. Your Service Agreement determines how fast and who responds, but every customer receives trusted, reliable service from Convergint.
Our response times outline how quickly Convergint responds to service requests according to your Service Agreement level. They provide the transparency and accountability you deserve. Consistent with our Values and Beliefs, our goal is simple: to be our customers’ Best Service Provider.
Your Convergint Service Coordinator will notify you in advance of all scheduled preventive maintenance or software updates to ensure coordination and to minimize operational disruption.
You can reach out to your local Convergint Service Coordinator, Account Executive, or Service Account Executive for questions. Their contact details are included in your onboarding materials.