Installer Values
In an effort to maintain our reputation as a reliable provider of surveillance and security equipment, we hold our Installers to a high level of professionalism. SCW reserves the right to revoke special pricing as well as terminate the business relationship if we discover any of the following:
The installer provides the customer with misleading or false information
The installer is mistreating / ignoring a customer’s requests
The installer is providing inadequate or faulty work for their customers
The installer is otherwise receiving multiple complaints or negative feedback from their client base
Support Expectations
It doesn't cost less to make a camera when an installer buys it vs when a consumer buys it. The reason for the cost savings is that you are providing the support for the customer. SCW does and will prioritize support calls for DIY customers ahead of installers, since they are paying for support and you aren't.
We pride ourselves on supporting our direct clients with technical support for the life of their equipment. As an installer who is receiving discounted pricing, the expectation is that you are taking on this support role for your customers. Since we will not be on site doing any installations, nor do we know your client’s network architecture, we will not be able to offer your customers the level of support they deserve and expect from a installation service without your on-site assistance. We are happy to support you in your need for technical issues, but we do not maintain a list of your clients and cannot verify end user names or order numbers for support. Thus, you will be the point of contact for your customers from the point of sale onward.
It is expected that installer accounts are fully knowledgable about port forwarding, setting ip addresses for cameras and NVRs, setting motion and alerting settings, and testing hard drives, cameras, and recorders. Attempting to look to our support department for these tasks is ground for having your installer/distributor account revoked.
Installers with repeated customer complaints about inadequate support and customer service can have their pricing program revoked.
Bench Testing Expectations
Reminder: there may be a wait when you call in for support because you aren't paying for it and we prioritize customers who are paying for support. Therefore, trying to call us for technical support in front of your customer will probably make you look bad. You aren't supposed to do that anyways; here's what you should do:
You're a professional, and you should follow our bench testing procedures at home before you get on the job site. You should bench test to make sure that equipment doesn't have a defect and wasn't damaged in shipment. You should do this on your own time and in your own location.
Our Policy on Troubleshooting Issues At the Customer Location
In general, you should not be troubleshooting new products at the customer's location. You should be doing so at your location.
If you bench tested and confirmed a product works, and then installed that product and it doesn't work, this is almost always your wiring. You should remove the product and bench test it again. 90% of the time, when you bench test in advance and then the product doesn't work on location, your cable run is the issue. You may have accidentally ripped a cable run on a hidden nail or made cable contact with an electrical wire.
Sometimes products stop working correctly after working for some time. We're happy to help you troubleshoot your customer's issues on location in these circumstances. Do not take down equipment that you think has failed and expect an RMA, if you haven't done any troubleshooting with us over the phone.
RMAs and Holding Stock
Vandalism happens. Lightning strikes happen. Sometimes products fail.
Many customers decide to go with an installer over a DIY solution because they expect an immediate solutions to their issues. SCW is not responsible for anything you promise your customer (for example, you can't promise that we will next day air an RMA). Ideally, we recommend holding some SCW stock on hand, so that you can provide your customer an immediate fix.
On-Site Support vs Phone Support
Site visits take time out of your busy schedule. It is ok to bill a customer for site visits, but you should not charge a customer for phone support.
MAPS Pricing
You agree not not to list an advertised price lower than our retail price. You can do coupon codes for up to 10% off. Our pricing is meant to keep all of our installers employed based on friendly service and good support. Undercutting each other hurts all of us.
Do Not Hijack NVR Administrator Accounts
Our NVRs allow you to create users with role based permissions. Please set up the end-user - not yourself, the installer - as the owner/administrator. Under no circumstances do we allow installers to hijack NVRs. If you customer calls us reporting that you have revoked their remote viewing rights, we will remove your administrative rights, reset the password, and allow them to access their NVR.
Customer Billing and Collections
We suggest that you collect the entire payment upfront or collect payment for equipment upfront and installation services after completion. We will not assist in revoking your client's access rights to their NVR - even for non-payment.
You cannot put the order in the customer's name or pay with the customer's card with your installer/distributor account. You should, in 99% of cases, ship the products to your location and not directly to the customer. We generally include your invoice in the order and you may not want the customer to see that. You also have agreed to bench test the products at your location, and will need it shipped to your location to do so.
Our Policy on Monthly Fees
We don't charge a monthly fee for remote viewing and we will not assist installers in doing so. We will not help you revoke remote access to an NVR.
It is entire fine to charge monthly fees for additional value-added service agreements, such as monthly camera cleanings or on-site training classes.
Expectations of Continued, Pleasant Business
Installer Account pricing is based on volume and creating relationships. If you don't place an order within 90 days, your account will switch back to general customer pricing. We aim to treat you with respect and to have a pleasant attitude whenever communicating. We also expect the same from you. If you don't maintain our relationship values, your account will be downgraded back to general customer pricing.
