Operational confidence starts here.
Convergint’s Service Agreements combine proactive maintenance and responsive support and service, helping you reduce risk, prevent downtime, and stay complaint – so you can protect what matters most: people, assets, and reputations.
What you can expect.
System health.
Preventive maintenance and proactive system care.
Continuous updates.
Ongoing software and firmware updates.
Local expertise.
Local expertise, available when and where you need it.
Nationwide reach.
National scale with local responsiveness.
Priority service.
Prioritized response over customers without a service agreement.
Seamless 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
Baseline compliance and operational assurance.
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
Enhanced level of maintenance to improve system uptime and cost predictability.
The Advanced package is designed for reliable system performance and uptime through faster issue resolution and more predictable service costs.
Premier
Comprehensive uptime and operational assurance for mission-critical environments.
The Premier package is designed for organizations where system uptime is non-negotiable. Premier enables faster resolution and helps reduce operational risk.
Security service agreement packages.
Essentials Package
Maintenance
• Software Support Agreement
• Firmware (Patch) Management
• Preventive Maintenance
Service Benefits
• Preferred Service Labor Rates (M–F, 8–5)
• Preferred After Hours & Holiday Rates
• Emergency Service Response
• Emergency Calls at After-Hours Rates
• Hourly Minimums Apply
• Trip Charges Apply
Advanced Package
Maintenance
• Software Support Agreement
• Firmware (Patch) Management
• Preventive Maintenance
• Labor Coverage (M–F, 8–5)
Service Benefits
• Service Call Labor Charges Waived (M–F, 8–5)
• Hourly Minimums Waived (M–F, 8–5)
• Trip Charges Waived (M–F, 8–5)
• Preferred After Hours & Holiday Rates
• Emergency Service Response
Premier Package
Maintenance
• Software Support Agreement
• Firmware (Patch) Management
• Preventive Maintenance
• Labor Coverage (M–F, 8–5)
• Parts Coverage
Service Benefits
• Service Call Labor Charges Waived (M–F, 8–5)
• Service Call – Hourly Minimum Waived (M–F, 8–5)
• Trip Charges Waived (M–F, 8–5)
• Parts Covered for Service Calls
• Preferred After Hours & Holiday Rates
• Emergency Service Response
Included with every service agreement:
Customer portal access.
Service documentation & reporting.
Scheduled business reviews with your Convergint account team.
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 .
- Premier: Comprehensive coverage designed for mission-critical environments where uptime is non-negotiable.
Your Convergint account executive will guide you through an assessment to understand your systems, service expectations, and operational priorities.
Each package includes a set of pre-defined services built around our industry expertise and customer outcomes. You can also enhance these packages with additional services!
The time-and-material (T&M) service model is designed to address issues only as they arise. However, it does not provide prioritized response, defined response time expectations, proactive maintenance, or the ongoing documentation needed to maximize system uptime and maintain compliance. A Convergint Service Agreement delivers all of these benefits.
Yes. A warranty and a Service Agreement serve different purposes, and both are important.
A system warranty typically covers defects in parts and workmanship. However, it does not include proactive maintenance, inspections, software updates, or other activities required to keep your security system operating reliably. In addition, warranty service is typically provided on a best-effort basis and does not guarantee response times.
A Service Agreement, on the other hand, helps ensure your system continues to perform at its best during the warranty period and beyond. It includes proactive maintenance and clearly defined service expectations. With a Service Agreement, response times and service levels are established in advance, so you know what to expect when service is needed.
In short, a warranty covers defects, while a Service Agreement helps ensure ongoing system performance, reliability, and prioritized support.
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.
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 review the details you provide, determine the urgency, and schedule service accordingly. In short: Just submit the request, and we’ll take it from there!
Our Service Level Objectives outline how quickly Convergint strives to respond to service requests based on priority and urgency of the issue. You will be provided with a breakdown of this to accompany your Service Agreement. 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.