Maintenance Service Description

Business Model

Monsultancy.eu operates on a proactive and preventative approach to minimize disruptions and optimize performance. Systems are continuously monitored via cloud-hosted controllers for real-time oversight. Software updates are applied to maintain security and functionality, with prompt notifications issued to clients in case of failures, enabling timely action. Proactive alerts regarding capacity constraints or outdated hardware are also provided, facilitating planning for upgrades before issues arise. This model ensures system robustness while keeping you informed and empowered.

Network Maintenance Service

The Network Maintenance Service provides comprehensive support for your network infrastructure through cloud-based monitoring, regular updates, and secure backups.

Cloud-Based Monitoring:

  • Ubiquiti-UniFi devices are managed via a cloud-hosted UniFi controller. Networks with fewer than 20 devices may utilize a shared controller.
  • Ubiquiti-Edge and AirMax devices are monitored through a cloud-hosted UISP controller, with shared controllers available for smaller deployments.

Software Updates and Security:

  • Regular security and feature updates are applied to Ubiquiti Edge and UniFi product lines (covering network, video, and access systems). These updates protect against vulnerabilities, ensure compatibility with evolving technologies, and enhance device performance, safeguarding your operations from threats and downtime.
  • The management portal receives ongoing security enhancements and feature upgrades for a reliable interface.

Management and Configuration:

  • Minor configuration adjustments are executed to maintain operational continuity.
  • Daily configuration backups are performed and securely stored, offering a safety net for rapid restoration if needed.
  • Detailed documentation is maintained for devices and systems within the service scope.

Administrative Access:

  • Full administrator access is granted to the cloud-based UniFi controller and surveillance system software, providing you with transparency and control.
  • The UISP controller remains exclusively managed by Monsultancy.eu and is not accessible to clients; however, individual devices can be accessed locally if required.

Proactive Oversight:

  • System performance is monitored, with notifications issued to you regarding capacity issues or outdated hardware, enabling proactive planning to address potential bottlenecks or obsolescence.

Hardware Failure Support:

  • In the event of hardware failure under factory warranty, the RMA (Return Merchandise Authorization) process is managed, you are notified, and replacement devices are configured to match prior settings.

Guest Portal Hosting Service

The Guest Portal Hosting Service ensures secure and efficient internet access for guests through dependable hosting.

  • Dependable Hosting: Portals are hosted on a best-effort basis, prioritizing consistent availability.
  • Continuous Monitoring: Guest portal operations are closely tracked to maintain optimal performance and uptime.

Surveillance System Service

The Surveillance System Service provides end-to-end management of security infrastructure, tailored to your on-site requirements.

  • System Management: Configuration, updates, and monitoring are handled to keep surveillance systems fully operational.
  • Storage Options: Video footage is stored on-site by default, with off-site storage available upon request.

Billing Structure:

  • Recorders (e.g., NVRs or DVRs) are classified as standard devices under the pricing model.
  • Cameras are billed at a reduced rate, offering cost-effective scalability for surveillance needs.
  • Software Updates: Regular updates are applied to surveillance software to address security vulnerabilities, improve functionality, and maintain compatibility with modern standards, ensuring asset protection and reliable footage capture.

Hardware Failure Support:

  • For hardware failures under factory warranty, the RMA process is managed, you are notified, and replacement devices are configured to restore functionality.

Support Commitment
Our support services are structured to address your concerns efficiently.
Access: Requests can be submitted via the ticketing system by emailing support@monsultancy.eu (mailto:support@monsultancy.eu).

Response Time:

  • Responses are targeted within 12 hours, ensuring timely solutions to maintain operational continuity.

Billing Terms

Services are priced on a per-device, per-month basis and invoiced annually in advance, unless otherwise negotiated. Surveillance cameras are charged at a lower rate than standard devices, while recorders follow the standard rate. Flexible billing options are available to accommodate your specific requirements.
Service Exclusions
The following are not included in standard services:

  • Large-scale configuration changes requiring documentation updates or exceeding 15 minutes of labor.
  • Costs related to hardware failure, including replacement parts or shipping fees beyond factory warranty coverage.
  • Labor for the physical replacement of failed hardware devices.
  • Custom SSL certificates, unless explicitly included.
  • Management of internet connectivity or ISP equipment, unless specified otherwise.

Terms and Conditions
The provision of all services is subject to the general terms and conditions of Monsultancy.eu, available at https://monsultancy.eu/algemene-voorwaarden-11-9-2018/. We encourage you to review these terms for a complete understanding of the contractual framework governing service delivery.