Security Maintenance Contracts — UK-Wide
Security System Service Plans — Intruder · CCTV · Access Control
Four disciplines. Three tiers. One specialist installer. Prism offers Bronze, Silver and Gold maintenance plans for intruder alarms, CCTV and access control systems — all bespoke-priced to your property and backed by our qualified engineers.
Why Prism
What Every Plan Includes
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 and access control systems. Full remote management capability via the Ajax PRO app.
EMCS Monitoring Available
24/7 professional ARC monitoring via EMCS — 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.
Bronze
Essential Care
Annual servicing and peace of mind for domestic and small commercial properties.
Tailored pricing
Contact us for a bespoke quote
- 1× annual service inspection
- System health check & diagnostics
- All device batteries included (CR123A etc.) — main hub battery chargeable
- Firmware check & update
- Digital service report (same day)
- 24/7 emergency support line
- Remote reset after an activation — no engineer visit needed
- Emergency call-out within 2 working days (chargeable)
- Insurance-accepted maintenance records
- Online portal — your sites, documents, jobs and invoices in one place
Silver
Professional Cover
The preferred choice for commercial businesses. Bi-annual servicing with priority response and sharper rates.
Tailored pricing
Contact us for a bespoke quote
Everything in Bronze, plus:
- 1× Remote Service Inspection (6-monthly)
- Remote system diagnostics
- Priority call-out (next working day)
- 20% discount on call-out labour
- 10% discount on replacement parts
- Annual insurance compliance certificate
- System test & audit reports
Gold
Total Protection
The complete managed security service. Ideal for multi-site operations, high-risk premises and demanding compliance requirements.
Tailored pricing
Contact us for a bespoke quote
Everything in Bronze and Silver, plus:
- Remote Service Inspections every quarter
- 2× Annual Service Inspections (6-monthly & 12-monthly)
- Emergency call-outs included (4-hour target)
- Replacement parts included (fair wear & tear)
- Main hub battery included — every battery covered
- 20% discount on parts outside fair wear & tear
- Annual NSI/SSAIB-ready compliance report
Control Panel Replacement — 5 & 10-Year Agreements
When signing a 5-year or 10-year Gold agreement, the cost of a replacement control panel is covered in the event the current panel is deemed obsolete. T&Cs apply.
24/7 Professional ARC Monitoring via EMCS (NSI Gold, <30s response) is available as an additional service and is not included within any plan tier. 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 | |||
| Technical Support | |||
| 24/7 emergency support line | |||
| Remote reset after an activation | |||
| Call-outs & Response | |||
| Engineer call-out available | Standard rate | 20% off | Included* |
| Response target | 2 working days | Next working day | 4 hours |
| Emergency call-outs included | 2 per year* | ||
| Parts & Batteries | |||
| Device batteries (CR123A etc.) | Included | Included | Included |
| Main hub battery | Chargeable | Chargeable | Included |
| Replacement parts (fair wear & tear) | Standard rate | 10% off | Included |
| Parts outside fair wear & tear | Standard rate | 10% off | 20% off |
| Documentation & Compliance | |||
| Annual insurance compliance certificate | |||
| Control panel replacement (5 & 10-yr agreements) | Included† | ||
| Online Portal Management | |||
| Your sites | |||
| Service & support | |||
| Documents & compliance | |||
| Account & billing | |||
* 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.
Bronze
Essential Care
Annual inspection for domestic and commercial CCTV systems.
Tailored pricing
Contact us for a bespoke quote
- 1× annual inspection of cameras & housing
- Camera lens clean & image quality check
- DVR/NVR recording integrity verification
- HDD health check & storage review
- Firmware update (recorder & cameras)
- Digital inspection report (same day)
- 24/7 emergency support line
- Emergency call-out within 2 working days (chargeable)
- Online portal — your sites, documents, jobs and invoices in one place
Silver
Professional Cover
Bi-annual servicing with remote monitoring capability and priority response.
Tailored pricing
Contact us for a bespoke quote
Everything in Bronze, plus:
- 1× Remote Service Inspection (6-monthly)
- Remote recorder connectivity monitoring
- Annual video quality audit and camera alignment
- Priority call-out (next working day)
- Annual BS EN 62676 / NSI compliance certificate
Gold
Total Protection
Quarterly remote inspections, two annual engineer visits and emergency call-outs included.
Tailored pricing
Contact us for a bespoke quote
Everything in Bronze and Silver, plus:
- Remote Service Inspections every quarter
- 2× Annual Service Inspections
- Emergency call-outs included (4-hour target)
- Replacement parts included (fair wear & tear)
- Full DVR/NVR configuration audit
- Full NSI/SSAIB BS EN 62676 compliance report
24/7 Professional ARC Monitoring via EMCS (NSI Gold, <30s response) is available as an additional service and is not included within any plan tier. 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 | |
| Technical Support | |||
| 24/7 emergency support line | |||
| Call-outs & Response | |||
| Response target | 2 working days | Next working day | 4 hours |
| Emergency call-outs included | 2 per year* | ||
| Replacement parts (fair wear & tear) | Standard rate | Standard rate | Included |
| Online Portal Management | |||
| Your sites | |||
| Service & support | |||
| Documents & compliance | |||
| Account & billing | |||
* Gold plan includes up to 2 emergency call-outs per contract year at no additional labour charge.
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.
Bronze
Essential Care
Annual inspection covering all readers, controllers, locking hardware and credentials.
Tailored pricing
Contact us for a bespoke quote
- 1× annual inspection of controllers & readers
- Door lock and release mechanism test
- Test of all credential types
- Device batteries included (fair wear & tear) — controller battery chargeable
- Access log audit and anomaly report
- Digital inspection report (same day)
- 24/7 emergency support line
- Emergency call-out within 2 working days (chargeable)
- Online portal — your sites, documents, jobs and invoices in one place
Silver
Professional Cover
Bi-annual servicing with credential database management and remote diagnostics.
Tailored pricing
Contact us for a bespoke quote
Everything in Bronze, plus:
- 1× Remote Service Inspection (6-monthly)
- Credential database review
- Priority call-out (next working day)
- Annual BS EN 60839 / NSI compliance certificate
Gold
Total Protection
Quarterly remote inspections and emergency response included.
Tailored pricing
Contact us for a bespoke quote
Everything in Bronze and Silver, plus:
- Remote Service Inspections every quarter
- 2× Annual Service Inspections
- Emergency call-outs included (4-hour target)
- All batteries included (fair wear & tear)
- Replacement parts included (fair wear & tear)
- 20% discount on parts outside fair wear & tear
- Full NSI/SSAIB BS EN 60839 compliance report
24/7 Professional ARC Monitoring via EMCS (NSI Gold, <30s response) is available as an additional service and is not included within any plan tier. 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) | |||
| Credential database review | |||
| Technical Support | |||
| 24/7 emergency support line | |||
| Call-outs & Response | |||
| Response target | 2 working days | Next working day | 4 hours |
| Emergency call-outs included | 2 per year* | ||
| Online Portal Management | |||
| Your sites | |||
| Service & support | |||
| Documents & compliance | |||
| Account & billing | |||
* Gold plan includes up to 2 emergency call-outs per contract year at no additional labour charge.
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. 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
What You’re Paying For
What a Service Visit Involves
Every inspection follows the same documented routine, whatever the tier — the tiers change how often it happens and what else is included, never how thorough it is.
Any problems you've had with the system, reviewed first
Mains and standby power checked, including battery charging
Every detector walk-tested, including deliberately operated devices
Hub and control equipment checked for correct operation
Signalling tested — app notifications and, where monitored, the ARC path
Sirens and sounders tested, inside and out
Keypads, fobs and user credentials checked
Firmware brought up to date on the hub and every device
Minor faults corrected during the visit at no extra charge
Same-day digital service report, written for your insurer's file
Included With Every Plan
Online Portal Management
Every customer, on every tier, gets the Prism portal — the one place your sites, jobs, documents and invoices live. It is how we run the business, so it is never an extra.
Your sites
- View all your sites in one place
- Edit site details
- Update keyholder details
Service & support
- Log a job or report a fault
- Track a job from request to completion
- Approve replacement part orders
Documents & compliance
- View site-specific documentation — risk assessments, system designs, specifications
- Download certificates and service reports
Account & billing
- View and pay invoices
- Accept quotations online
- Add or remove users on your sites
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. 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. Every plan holder gets the 24/7 emergency support line and a stated response target: two working days on Bronze, next working day on Silver, and a 4-hour target with included call-outs on Gold.
Which batteries and parts are included?
Device batteries — CR123A, CR2032 and the like — are included on every plan. Gold adds the main hub battery and replacement parts for fair wear and tear. Damage caused by users or third parties, mis-operation, and fire, storm, flood or another act of nature are chargeable on every plan — with Gold's 20% discount applying to those parts.
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.
What does the control panel replacement clause cover?
Applies exclusively to the Intruder Alarm Gold plan. Customers on 5-year or 10-year agreements are covered for the cost of a replacement control panel if Prism determines the current panel is obsolete.
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.
How are plans priced?
All service plan pricing is bespoke — based on your property type, system type, number of devices, and location. Contact us for a no-obligation quote.
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.