General Warranty Terms

At Pro Video Engineering, we are committed to providing reliable security solutions and exceptional support. This article explains our workmanship warranty, manufacturer hardware warranties, support procedures, and recommendations for ongoing maintenance.

1️⃣ Workmanship Warranty

• Coverage: Installation labor and system configuration performed by Pro Video Engineering.

• Duration: 1 year (366 days) from the date of project completion.

• Scope: Includes repair or replacement for any issues caused by improper installation or configuration.

• Exclusions: Does not cover damage from misuse, accidents, natural disasters, or modifications made by others.

After the workmanship warranty period, all service and repairs are billed on a time-and-materials basis.

2️⃣ Hardware Manufacturer Warranty

• Coverage: Manufacturer warranties cover all hardware components, including cameras, recorders, access control panels, and servers.

• Duration: Determined by the equipment manufacturer. Most devices carry multi-year parts coverage.

• Scope: Covers defects in materials or manufacturing under the manufacturer’s warranty terms.

• Exclusions: Does not cover damage caused during installation, misuse, or conditions outside manufacturer specifications.

Pro Video Engineering will assist in processing manufacturer warranty claims whenever possible.

3️⃣ Support & Response

How to Submit a Support Request

• All support requests are handled through our ticketing system: https://help.provideonj.com

• Include a clear description of the issue, affected equipment, timestamps, and screenshots if available.

Response Time (Mon–Fri, 9 AM–5 PM)

• Standard response: Within 24 business hours of ticket submission (holidays excluded)

• On-site visits: Within 5 business days during normal business hours

• Critical issues: Same-business-day response may be available on a case-by-case basis

After-Hours & Emergency Support

• Available as needed, billed time-and-materials, not covered under warranty

Resolution Timeline

• Dependent on issue severity and applicable manufacturer RMA procedures for hardware replacement

4️⃣ Recommendations for Ongoing Support & Maintenance

• Regular System Updates: Keep your system up-to-date to maintain security, feature parity, and long-term support.

• Clean Operating Environment: Remove dust and debris from devices, servers, and workstations to prevent performance or thermal issues.

• Support Agreements (SLAs):

  • Custom packages are available, tailored to your system and operational needs.

  • Support Agreements or Service Level Agreements (SLAs) cover only equipment installed within 90 days of signing.

  • Equipment older than 90 days remains uncovered under the agreement.

  • Agreements provide proactive monitoring, priority response, and long-term lifecycle planning to help ensure system reliability and minimize downtime.