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.