Security Maintenance Contracts — UK-Wide
Security System Service Plans — Intruder · CCTV · Access Control · Fire
Four disciplines. Three tiers. One specialist installer. Our alarm service plans UK-wide span Bronze, Silver and Gold maintenance tiers for intruder alarms, CCTV, access control and fire alarm systems — all bespoke-priced to your property and backed by our qualified engineers.
Home / Service Plans
🏅
Qualified Engineers
Every service visit is carried out by our own vetted engineers. NSI and SSAIB accreditation currently in progress.
📱
Multi-Discipline Specialists
Trained on Ajax intruder, CCTV, access control and fire systems. Full remote management capability via the Ajax PRO app.
🕐
EMCS Monitoring Available
24/7 professional ARC monitoring via EMCS — the UK’s largest independent ARC, NSI Gold graded — is available as an additional service alongside any plan.
Maintenance Contracts
🔒 Intruder Alarm System Service Plans
Covering Ajax Systems, Honeywell Galaxy, Texecom Premier Elite, Pyronix Enforcer and all major intruder alarm platforms. Aligned to NSI/SSAIB and EN 50131 requirements.
24/7 Professional ARC Monitoring via EMCS (NSI Gold, <30s response) is available as an additional service and is not included within any of the Bronze, Silver or Gold plan tiers. This gives you the flexibility to choose your level of monitoring independently. Ask us for monitoring pricing.
Intruder Alarm — Full Feature Breakdown
Compare All Plans Side by Side
Every feature across every tier, so you know exactly what you’re getting.
| Feature | Bronze | Silver ★ | Gold |
|---|---|---|---|
| Visits & Inspections | |||
| Annual service inspection | ✓ | ✓ | ✓ |
| Remote service inspection | ✕ | 6-monthly | Quarterly |
| 6-monthly physical service inspection | ✕ | ✕ | ✓ |
| Digital service report (same day) | ✓ | ✓ | ✓ |
| Firmware check & update | ✓ | ✓ | ✓ |
| Technical Support | |||
| Telephone support (Mon–Fri, 9am–5pm) | ✓ | ✓ | ✓ |
| Extended support (Mon–Sat, 8am–8pm) | ✕ | ✓ | ✓ |
| 24/7 telephone & remote support | ✕ | ✕ | ✓ |
| Remote system diagnostics | ✕ | ✓ | ✓ |
| Call-outs & Response | |||
| Engineer call-out available | Standard rate | 20% off | Included* |
| Priority call-out (next working day) | ✕ | ✓ | ✓ |
| Emergency call-outs included (4-hour target) | ✕ | ✕ | ✓ |
| Replacement parts (fair wear & tear) | Chargeable | Chargeable | ✓ |
| Documentation & Compliance | |||
| Insurance-accepted maintenance records | ✓ | ✓ | ✓ |
| Annual insurance compliance certificate | ✕ | ✓ | ✓ |
| Full compliance report (NSI/SSAIB audit-ready) | ✕ | ✕ | ✓ |
| Control panel replacement (5 & 10-yr agreements) | ✕ | ✕ | Included† |
| Account Management | |||
| Online client portal access | ✕ | ✓ | ✓ |
| Dedicated account manager | ✕ | ✕ | ✓ |
| Multi-site management | ✕ | ✕ | ✓ |
* Gold plan includes up to 2 emergency call-outs per contract year at no additional labour charge. Additional call-outs at a discounted rate.
Maintenance Contracts
📷 Video Surveillance Service Plans
Covering Ajax-integrated cameras, Hikvision, Dahua and Axis IP CCTV systems. Aligned to BS EN 62676 and NSI/SSAIB requirements.
24/7 Professional ARC Monitoring via EMCS (NSI Gold, <30s response) is available as an additional service and is not included within any of the Bronze, Silver or Gold plan tiers. This gives you the flexibility to choose your level of monitoring independently. Ask us for monitoring pricing.
CCTV — Full Feature Breakdown
Compare All Plans Side by Side
Every feature across every tier, so you know exactly what you’re getting.
| Feature | Bronze | Silver ★ | Gold |
|---|---|---|---|
| Visits & Inspections | |||
| Annual camera & housing inspection | ✓ | ✓ | ✓ |
| Remote service inspection | ✕ | 6-monthly | Quarterly |
| 6-monthly physical service inspection | ✕ | ✕ | ✓ |
| DVR/NVR recording integrity check | ✓ | ✓ | ✓ |
| Digital inspection report (same day) | ✓ | ✓ | ✓ |
| Technical Support | |||
| Telephone support (Mon–Fri, 9am–5pm) | ✓ | ✓ | ✓ |
| Extended support (Mon–Sat, 8am–8pm) | ✕ | ✓ | ✓ |
| 24/7 telephone & remote support | ✕ | ✕ | ✓ |
| Remote recorder diagnostics | ✕ | ✓ | ✓ |
| Call-outs & Response | |||
| Engineer call-out available | Standard rate | 20% off | Included* |
| Priority call-out (next working day) | ✕ | ✓ | ✓ |
| Emergency call-outs included (4-hour target) | ✕ | ✕ | ✓ |
| Replacement parts (fair wear & tear) | Chargeable | Chargeable | ✓ |
| Documentation & Compliance | |||
| Insurance-accepted maintenance records | ✓ | ✓ | ✓ |
| Annual BS EN 62676 compliance certificate | ✕ | ✓ | ✓ |
| Full NSI/SSAIB BS EN 62676 compliance report | ✕ | ✕ | ✓ |
| Account Management | |||
| Online client portal access | ✕ | ✓ | ✓ |
| Dedicated account manager | ✕ | ✕ | ✓ |
| Multi-site management | ✕ | ✕ | ✓ |
* Gold plan includes up to 2 emergency call-outs per contract year at no additional labour charge. Additional call-outs at a discounted rate.
Maintenance Contracts
🔑 Access Control Service Plans
Covering Paxton Net2, Paxton10 and all major access control platforms. Aligned to BS EN 60839 and NSI/SSAIB requirements.
24/7 Professional ARC Monitoring via EMCS (NSI Gold, <30s response) is available as an additional service and is not included within any of the Bronze, Silver or Gold plan tiers. This gives you the flexibility to choose your level of monitoring independently. Ask us for monitoring pricing.
Access Control — Full Feature Breakdown
Compare All Plans Side by Side
Every feature across every tier, so you know exactly what you’re getting.
| Feature | Bronze | Silver ★ | Gold |
|---|---|---|---|
| Visits & Inspections | |||
| Annual inspection (controllers, readers & locking hardware) | ✓ | ✓ | ✓ |
| Remote service inspection | ✕ | 6-monthly | Quarterly |
| 6-monthly physical service inspection | ✕ | ✕ | ✓ |
| Access log audit & anomaly report | ✓ | ✓ | ✓ |
| Credential database review (inactive user removal) | ✕ | ✓ | ✓ |
| Technical Support | |||
| Telephone support (Mon–Fri, 9am–5pm) | ✓ | ✓ | ✓ |
| Extended support (Mon–Sat, 8am–8pm) | ✕ | ✓ | ✓ |
| 24/7 telephone & remote support | ✕ | ✕ | ✓ |
| Remote system diagnostics | ✕ | ✓ | ✓ |
| Call-outs & Response | |||
| Engineer call-out available | Standard rate | 20% off | Included* |
| Priority call-out (next working day) | ✕ | ✓ | ✓ |
| Emergency call-outs included (4-hour target) | ✕ | ✕ | ✓ |
| Replacement parts (fair wear & tear) | Chargeable | Chargeable | ✓ |
| Documentation & Compliance | |||
| Insurance-accepted maintenance records | ✓ | ✓ | ✓ |
| Annual BS EN 60839 compliance certificate | ✕ | ✓ | ✓ |
| Full NSI/SSAIB BS EN 60839 compliance report | ✕ | ✕ | ✓ |
| Account Management | |||
| Online client portal access | ✕ | ✓ | ✓ |
| Dedicated account manager | ✕ | ✕ | ✓ |
| Multi-site management | ✕ | ✕ | ✓ |
* Gold plan includes up to 2 emergency call-outs per contract year at no additional labour charge. Additional call-outs at a discounted rate.
Maintenance Contracts
🔥 Fire Alarm System Service Plans
Covering Ajax wireless fire detection and conventional/addressable panels. Aligned to BS 5839-1:2017 and BAFE SP203 requirements.
24/7 Professional ARC Monitoring via EMCS (NSI Gold, <30s response) is available as an additional service and is not included within any of the Bronze, Silver or Gold plan tiers. This gives you the flexibility to choose your level of monitoring independently. Ask us for monitoring pricing.
Fire Alarm — Full Feature Breakdown
Compare All Plans Side by Side
Every feature across every tier, so you know exactly what you’re getting.
| Feature | Bronze | Silver ★ | Gold |
|---|---|---|---|
| Visits & Inspections (BS 5839-1:2017) | |||
| Annual service visit (detectors, sounders, panel & batteries) | ✓ | ✓ | ✓ |
| Remote service inspection | ✕ | 6-monthly | Quarterly |
| 6-monthly physical service inspection | ✕ | ✕ | ✓ |
| Full detector head test (zone-by-zone) | ✓ | ✓ | ✓ |
| Battery condition & standby power test | ✓ | ✓ | ✓ |
| Technical Support | |||
| Telephone support (Mon–Fri, 9am–5pm) | ✓ | ✓ | ✓ |
| Extended support (Mon–Sat, 8am–8pm) | ✕ | ✓ | ✓ |
| 24/7 telephone & remote support | ✕ | ✕ | ✓ |
| Remote panel diagnostics | ✕ | ✓ | ✓ |
| Call-outs & Response | |||
| Engineer call-out available | Standard rate | 20% off | Included* |
| Priority call-out (next working day) | ✕ | ✓ | ✓ |
| Emergency call-outs included (4-hour target) | ✕ | ✕ | ✓ |
| Replacement parts (fair wear & tear) | Chargeable | Chargeable | ✓ |
| Documentation & Compliance | |||
| Insurance-accepted maintenance records | ✓ | ✓ | ✓ |
| BS 5839-1:2017 compliance certificate | ✕ | ✓ | ✓ |
| Full BAFE SP203 / NSI/SSAIB compliance report | ✕ | ✕ | ✓ |
| Account Management | |||
| Online client portal access | ✕ | ✓ | ✓ |
| Dedicated account manager | ✕ | ✕ | ✓ |
| Multi-site management | ✕ | ✕ | ✓ |
* Gold plan includes up to 2 emergency call-outs per contract year at no additional labour charge. Additional call-outs at a discounted rate.
Optional Add-On — All Plan Tiers
Add 24/7 Professional Monitoring via EMCS to Any Plan
Regardless of which maintenance plan tier you choose, you can add professional alarm monitoring delivered by EMCS in Nottingham — the UK’s largest independent Alarm Receiving Centre, NSI Gold graded with a response time under 30 seconds.
When your system triggers, EMCS respond in under 30 seconds — contacting keyholders, dispatching response or escalating to the appropriate authority. Monitoring is priced separately to your service plan. Ask us for pricing.
<30s
Average alarm response time
311k
Alarm signals handled monthly
NSI
Gold-graded ARC — highest standard
24/7
Every day of the year, no exceptions
Common Questions
Frequently Asked Questions
Is 24/7 monitoring included in the service plans?
No — 24/7 professional ARC monitoring via EMCS is available as an additional service and is not bundled into any Bronze, Silver or Gold plan tier. This keeps your maintenance and monitoring costs separate and transparent. Contact us for current monitoring pricing.
Do I need to take a plan to get an engineer call-out?
No — call-outs are available to all Prism customers, with or without a service plan. However, plan holders receive priority scheduling, discounted labour rates, and — on Gold — included call-outs. We strongly recommend a plan for any system that needs to meet insurance or regulatory requirements.
Will a service plan satisfy my insurer?
Most commercial and high-value residential insurers require a minimum annual inspection by a qualified installer. Bronze provides this, along with the required maintenance documentation. For insurers specifying a monitored system, professional ARC monitoring is available as an additional service alongside any plan tier.
What does the control panel replacement clause cover?
The control panel replacement clause applies exclusively to the Intruder Alarm Gold plan. Customers on 5-year or 10-year Intruder Alarm Gold agreements are covered for the cost of a replacement control panel if Prism determines the current panel is obsolete (i.e. no longer supportable, discontinued, or unable to meet current standards). The clause covers the panel unit itself — installation labour is included. Damage, misuse or cosmetic replacement falls outside scope. This clause does not apply to CCTV, access control or fire alarm plans. Full terms available on request.
Can I upgrade or downgrade my plan during the contract?
Yes. Plans run on a 12-month rolling basis and can be upgraded at any point during the year. Downgrades take effect at the next renewal date. We’ll always advise you on the plan that best fits your situation — there’s no pressure to take a higher tier than you need.
I have an existing system installed by another company — can I still take a plan?
We service Ajax systems as standard, but our engineers also work on all major platforms including Honeywell Galaxy, Texecom Premier Elite, Pyronix Enforcer, Paxton, HID and most commercial fire alarm panels. Contact us to discuss your existing setup and we’ll confirm what’s involved before any commitment is made.
How are plans priced?
All service plan pricing is bespoke — based on your property type, system type, number of devices, and location. Plans are available on an annual or monthly payment basis. Contact us for a no-obligation quote; we aim to respond within one working day.
Talk to Us About the Right Plan for Your Property
No hard sell, no hidden costs. We’ll assess your system, answer your questions and recommend the plan that makes sense for your property and budget.