Portal first response
About 2.5 hours
Manufacturer commitment on portal-submitted cases.
Everything below that belongs to the manufacturer is described as the manufacturer's program rather than promised as ours. That distinction protects you, because a promise nobody can keep is worse than no promise.
Warranty terms in particular vary by manufacturer and product line, so we confirm them per line item rather than publishing a blanket number.
Live support hours
6am to 6pm Mountain
8am to 8pm Eastern, phone and chat.
Cloud availability target
99.9 percent monthly
Manufacturer commitment with published service credits.
Emergency callback add-on
30 minutes
Paid 24 by 7 option for critical system failures.
What we cover and what the manufacturer covers
We cover design, installation, commissioning, configuration, documentation, training, on-site troubleshooting and coordination of any warranty claim. That is the work you hire an integrator for.
The manufacturer covers the software itself, cloud service availability and its own support program. When a fault is in the software or the cloud service, we open and drive the manufacturer case on your behalf rather than handing you a phone number.
The annual software maintenance agreement
The software maintenance agreement on the platform is an annual manufacturer program. Confirm current terms with the manufacturer, because programs are revised.
- Minor, patch and major software releases.
- Emergency hotfixes.
- Unlimited support cases with a first response commitment of about 2.5 hours on portal submissions.
- Live phone and chat support during business hours of 8am to 8pm Eastern, which is 6am to 6pm Mountain.
- Manufacturer training access.
- Technical consultation hours that scale with contract value.
Why a certified integrator matters practically
Opening a manufacturer support case requires a current manufacturer certification. That is one concrete, unglamorous reason to keep a certified integrator on the account rather than letting the relationship lapse after installation.
24 by 7 emergency support is available as a paid add-on for critical system failures, with a 30 minute callback commitment. After-hours work is focused on restoring functionality, with root cause analysis deferred to business hours. That is standard practice and it is the right sequence, because diagnosis at 3am tends to produce a second outage.
Cloud service availability
The platform manufacturer commits to a 99.9 percent monthly availability target for its cloud services, with service credits defined in its published cloud service level agreement.
That is the only availability number worth quoting. Figures such as 95, 98 or 99.5 percent are sometimes presented as uptime tiers in this industry and they are not.
Hardware warranty, stated accurately
Warranty terms vary by manufacturer and product line. Camera warranties in this category commonly run from one year up to five years, and in some cloud-licensed cases longer.
We confirm the exact warranty on every quoted line item rather than publishing a blanket number. If an integrator tells you every camera on the quote carries the same warranty, ask to see it per line.
The RMA workflow, as it actually runs
Return processes get described in one sentence and lived in four steps. Here are the four.
- 1Confirm the device is actually bad rather than a configuration, power or network problem. A meaningful share of reported camera failures are not camera failures.
- 2Open the return authorization with the manufacturer, with the serial, firmware and fault evidence attached.
- 3Standard return means the device is removed, shipped, repaired or replaced and returned. Turnaround genuinely varies, occasionally by months in constrained supply conditions.
- 4Advance replacement means the replacement ships on authorization before the manufacturer receives the failed unit, with the customer invoiced if the original is not returned inside the stated window, typically 30 days.
Keep hot spares, and here is the math
This is the recommendation we actually make, and it costs us revenue to make it. Keep one spare camera per camera model per site. That turns a multi-week return outage into a fifteen minute swap.
It is cheaper than any expedited service arrangement, and it does not depend on supply conditions in a month you cannot predict. We would rather sell you two spare cameras than an emergency response contract.
What a service and maintenance agreement adds
Beyond break and fix, an agreement can cover the work that quietly preserves system value.
- Proactive health monitoring with alerting on offline devices and failing storage.
- Firmware lifecycle management, including end-of-support tracking.
- Annual camera cleaning and re-aiming, which recovers image quality people assume is lost forever.
- Documentation updates, so the as-builts still match the building.
Common questions
What happens if a camera fails?
We confirm the fault is the device rather than configuration, power or network, then open the manufacturer return authorization and drive it. If you hold a hot spare, we swap it the same visit and process the return in the background.
How fast can you replace a failed camera?
With a hot spare on the shelf, about fifteen minutes on site. Without one, you are waiting on the manufacturer return process, and standard turnaround genuinely varies and can occasionally run into months in constrained supply conditions.
Should we keep spare cameras?
Yes. One spare per camera model per site is the cheapest availability insurance in this category, and it beats paying for expedited service arrangements.
What does the annual software maintenance agreement include?
It is a manufacturer program covering minor, patch and major releases, emergency hotfixes, unlimited support cases with a first response commitment of about 2.5 hours on portal submissions, live phone and chat support from 6am to 6pm Mountain, training access, and consultation hours that scale with contract value.
Do you offer 24/7 support?
24 by 7 emergency support is available as a paid add-on for critical system failures, with a 30 minute callback commitment. After-hours work restores functionality first, and root cause analysis follows during business hours.
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We would rather help you make a good decision than win a bad one.
Why Confluence Security
Thirty years in the trade, deep expertise in the platform we deploy, and the same people designing, installing and servicing your system. We are vendor neutral, we work with what you already own, and we hand you the documentation and the credentials so you are never locked in.
Read the full comparisonExisting camera assessment
Usually yes. If your cameras are IP and were made after about 2012, they most likely support ONVIF Profile S and will work with a modern platform. If they are older, they may still work through a native manufacturer driver. If they are analog, we can bring them in through an encoder for roughly 55 to 100 dollars per channel without pulling new cable. The real question is not whether they will connect. It is whether they still give you enough pixels on target to identify a person, and whether they can still receive security firmware updates.
Read the full comparisonPrivacy and data ethics
You are the data controller and we are not. You own the video, you set the retention, you decide who has access, and any sharing is an explicit act you can revoke. Our job is to design a system that can prove all of that with documents rather than assurances.
Read the full comparisonTalk through the practical next step.
Ask us for the support boundary in writing before you buy. We will show you exactly which party covers what.
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- Phone
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