Trackcess Service Level Agreement
Keeping your building's systems running reliably — before something breaks.
Scheduled inspection, testing, and documented reporting for access control, entry, door operators, and video systems.
More Than a Repair Contract
A service agreement should do more than promise help after something breaks. It should keep the systems your building depends on operating reliably — every day, in every kind of weather, with every kind of tenant.
Trackcess designs, installs, supports, and maintains integrated security and access systems for buildings of every size and use type. Our Service Agreement program extends that work past the install date. It is a structured plan of inspection, testing, adjustment, and recommendation — built so small issues get corrected before they become service emergencies or tenant complaints.
The result is a building that performs the way it was specified to perform, year after year.
What building owners and property managers tell us
“The intercom hasn't worked properly in months and tenants keep calling.”
“Half the cameras work but I don't know which ones until I need footage.”
“The front door operator is louder every month — is that something?”
“We've never had this system maintained. We just call when it stops working.”
These problems are predictable — and almost always preventable.
What the Program Covers
Coverage is built around the integrated systems Trackcess installs and supports. Every site is different, so the inspection scope, frequency, and response targets are tailored to your traffic level, operational requirements, and budget.
Access Control
- Reader, controller, and credential database health checks
- Door position switches, request-to-exit devices, and electric strikes / maglocks
- Lock power supplies, batteries, and fail-safe / fail-secure behaviour verification
- Firmware status review and recommended update windows
- User and cardholder audits on request
Phone & Video Entry
- Call-out testing to every directory entry and shared common area
- Audio clarity, video quality, and door-release confirmation
- Cellular, network, and PoE connection verification
- Directory accuracy — names, suites, forwarding numbers
- Weatherproofing, button function, and faceplate condition
Automatic Door Operators
- Opening force, closing speed, and back-check timing measured to specification
- Sensor coverage, safety beam alignment, and obstruction recovery
- Activation devices — push plates, wave switches, motion sensors
- Hinges, arms, drive components, and hardware tightness inspection
- Compliance with applicable accessibility standards documented in the report
CCTV & Video Surveillance
- Verified live image on every camera — focus, exposure, field of view
- Recorder health: drive status, retention period, and recording continuity
- Network connectivity, time sync, and remote access confirmation
- Lens cleaning, housing seals, mount integrity, and IR illumination
- Footage retrieval test — so you know it works before you need it
System Administration
Available as an add-on to any Trackcess Service Agreement
Most building owners don't have someone on staff who knows the access control system well enough to manage it day-to-day. New tenants wait for fobs. Departed employees stay active in the system long after they should. Schedule changes get postponed. Audit reports never get pulled.
Add System Administration to your Service Agreement and that work moves to the same Trackcess team that installed and maintains your system. Email or call; we make the change and confirm when it's done.
What's included
- Add and remove cardholders and fob users
- Change individual access schedules — when each user can enter
- Update intercom directories — names, suites, forwarding phone numbers
- Generate audit and access reports on request
- Update holiday hours and scheduled door unlock times
- Modify user groups and permission levels
How it works
Most changes are handled remotely within one business day — no site-visit charge for routine programming. When a request requires on-site work (re-enrolling a fob, replacing a damaged reader, or system access not available remotely), we coordinate the visit and complete the work at preferred service rates.
How the Agreement Works
The program is delivered in a clear sequence. Every visit produces a written record, and every recommendation is yours to keep — whether or not you choose to act on it through Trackcess.
Site assessment
We document the systems already on site — make, model, age, condition, integration points, and any existing issues. This becomes the baseline for the agreement.
Tailored scope
Inspection frequency, scope, and response targets are set based on the site's traffic, hours, system count, and operational priorities. You see the scope before you sign.
Scheduled inspections
Visits are scheduled in advance and performed by Trackcess technicians familiar with your systems. Each inspection follows a defined checklist for the equipment installed.
Test, adjust, document
Every system is tested against its specification. Adjustments that fall within the scope of the visit are completed on the spot. Findings are recorded as we go.
Written report
After each visit you receive a documented report — what was tested, what passed, what needs attention, and what we recommend doing about it, with clear priority levels.
Priority response
Between scheduled visits, agreement clients receive priority dispatch on service calls and preferred labour rates for work outside the inspection scope.
Program Levels
Three coverage levels are available. Each can be customized further to suit single-building portfolios, multi-site property managers, or mixed-equipment installations.
| EssentialFor lower-traffic sites with stable systems | StandardRecommended for most commercial buildings | PremiumFor high-traffic and mission-critical sites |
|---|---|---|
| Annual inspection | Semi-annual inspections | Quarterly inspections |
| Full system test & report | Full system test & report | Full system test & report |
| Documented recommendations | Documented recommendations | Documented recommendations |
| Standard service rates | Preferred service rates | Preferred service rates |
| Standard response | Priority response | Priority response — same business day |
| — | Firmware review included | Firmware review included |
| — | — | Annual integration & lifecycle review |
Pricing is quoted per site after the initial assessment. Multi-site discounts apply.
What You Get for the Investment
Schedule a Site Assessment
We'll walk the site, document what's installed, and provide a written scope and quote tailored to your building. No obligation to proceed.
Keeping your building's systems running reliably — before something breaks.
Scheduled inspection, testing, and documented reporting for access control, entry, door operators, and video systems.
More Than a Repair Contract
A service agreement should do more than promise help after something breaks. It should keep the systems your building depends on operating reliably — every day, in every kind of weather, with every kind of tenant.
Trackcess designs, installs, supports, and maintains integrated security and access systems for buildings of every size and use type. Our Service Agreement program extends that work past the install date. It is a structured plan of inspection, testing, adjustment, and recommendation — built so small issues get corrected before they become service emergencies or tenant complaints.
The result is a building that performs the way it was specified to perform, year after year.
What building owners and property managers tell us
“The intercom hasn't worked properly in months and tenants keep calling.”
“Half the cameras work but I don't know which ones until I need footage.”
“The front door operator is louder every month — is that something?”
“We've never had this system maintained. We just call when it stops working.”
These problems are predictable — and almost always preventable.
What the Program Covers
Coverage is built around the integrated systems Trackcess installs and supports. Every site is different, so the inspection scope, frequency, and response targets are tailored to your traffic level, operational requirements, and budget.
Access Control
- Reader, controller, and credential database health checks
- Door position switches, request-to-exit devices, and electric strikes / maglocks
- Lock power supplies, batteries, and fail-safe / fail-secure behaviour verification
- Firmware status review and recommended update windows
- User and cardholder audits on request
Phone & Video Entry
- Call-out testing to every directory entry and shared common area
- Audio clarity, video quality, and door-release confirmation
- Cellular, network, and PoE connection verification
- Directory accuracy — names, suites, forwarding numbers
- Weatherproofing, button function, and faceplate condition
Automatic Door Operators
- Opening force, closing speed, and back-check timing measured to specification
- Sensor coverage, safety beam alignment, and obstruction recovery
- Activation devices — push plates, wave switches, motion sensors
- Hinges, arms, drive components, and hardware tightness inspection
- Compliance with applicable accessibility standards documented in the report
CCTV & Video Surveillance
- Verified live image on every camera — focus, exposure, field of view
- Recorder health: drive status, retention period, and recording continuity
- Network connectivity, time sync, and remote access confirmation
- Lens cleaning, housing seals, mount integrity, and IR illumination
- Footage retrieval test — so you know it works before you need it
System Administration
Available as an add-on to any Trackcess Service Agreement
Most building owners don't have someone on staff who knows the access control system well enough to manage it day-to-day. New tenants wait for fobs. Departed employees stay active in the system long after they should. Schedule changes get postponed. Audit reports never get pulled.
Add System Administration to your Service Agreement and that work moves to the same Trackcess team that installed and maintains your system. Email or call; we make the change and confirm when it's done.
What's included
- Add and remove cardholders and fob users
- Change individual access schedules — when each user can enter
- Update intercom directories — names, suites, forwarding phone numbers
- Generate audit and access reports on request
- Update holiday hours and scheduled door unlock times
- Modify user groups and permission levels
How it works
Most changes are handled remotely within one business day — no site-visit charge for routine programming. When a request requires on-site work (re-enrolling a fob, replacing a damaged reader, or system access not available remotely), we coordinate the visit and complete the work at preferred service rates.
How the Agreement Works
The program is delivered in a clear sequence. Every visit produces a written record, and every recommendation is yours to keep — whether or not you choose to act on it through Trackcess.
Site assessment
We document the systems already on site — make, model, age, condition, integration points, and any existing issues. This becomes the baseline for the agreement.
Tailored scope
Inspection frequency, scope, and response targets are set based on the site's traffic, hours, system count, and operational priorities. You see the scope before you sign.
Scheduled inspections
Visits are scheduled in advance and performed by Trackcess technicians familiar with your systems. Each inspection follows a defined checklist for the equipment installed.
Test, adjust, document
Every system is tested against its specification. Adjustments that fall within the scope of the visit are completed on the spot. Findings are recorded as we go.
Written report
After each visit you receive a documented report — what was tested, what passed, what needs attention, and what we recommend doing about it, with clear priority levels.
Priority response
Between scheduled visits, agreement clients receive priority dispatch on service calls and preferred labour rates for work outside the inspection scope.
Program Levels
Three coverage levels are available. Each can be customized further to suit single-building portfolios, multi-site property managers, or mixed-equipment installations.
| EssentialFor lower-traffic sites with stable systems | StandardRecommended for most commercial buildings | PremiumFor high-traffic and mission-critical sites |
|---|---|---|
| Annual inspection | Semi-annual inspections | Quarterly inspections |
| Full system test & report | Full system test & report | Full system test & report |
| Documented recommendations | Documented recommendations | Documented recommendations |
| Standard service rates | Preferred service rates | Preferred service rates |
| Standard response | Priority response | Priority response — same business day |
| — | Firmware review included | Firmware review included |
| — | — | Annual integration & lifecycle review |
Pricing is quoted per site after the initial assessment. Multi-site discounts apply.
What You Get for the Investment
Schedule a Site Assessment
We'll walk the site, document what's installed, and provide a written scope and quote tailored to your building. No obligation to proceed.