Physical Security Solutions
Effective January 2025
Service Level Agreement (SLA) Partnership Program
Transform your security services experience with our comprehensive SLA program:
Premium Benefits Package
- 15.6% reduction on all standard labor rates
- Guaranteed 4-hour response time for critical system failures
- 24/7/365 emergency service availability
- Dedicated technical support team assignment
- Quarterly system health assessments
- Advanced technical support hotline
- Monthly reports
- Preventive maintenance scheduling
- Preferred scheduling for system upgrades
- Direct access to senior engineering staff
- 20% of unused labor hours roll over to renewal term
- Waived truck roll charges
Minimum 40-hour labor block commitment required
Service Initiation and Labor Rates
Truck Roll Charges
- Single Technician (Non-SLA): $95 flat rate
- Two Technicians (Non-SLA): $145 flat rate
- After Hours/Emergency: Portal-to-portal billing applies
- SLA Partners: Truck roll charges waived
- Extended Travel Fee: Applies outside primary service area
Professional Labor Rates
| Service Level | Standard Rate | SLA Partner Rate |
|---|---|---|
| System Engineer/Senior Technician | $160/hour | $136/hour |
| Level 2 Installation Specialist | $145/hour | $123/hour |
| Level 1 Installer / Wire Technician | $125/hour | $106/hour |
| Documentation/CAD Services | $140/hour | $119/hour |
| Remote Service | $95/hour (1-hour minimum) | $95/hour (15-minute increments) |
On-site services billed in 1-hour increments with 1-hour minimum
Response Time Commitments
| Response Level | SLA Partners | Non-SLA Clients* |
|---|---|---|
| Critical System Failure | 4-hour remote / 12-hour on-site | Not guaranteed |
| Same Day Response | Included | +35% Premium |
| Next Business Day | Included | +15% Premium |
Critical system failure defined as more than 20% cameras/doors out of service or single outside door not locking
Service Windows
SLA Partners Standard Hours (Monday-Friday)
- Day Shift (8:00 AM – 5:00 PM): Regular rates
- Evening Shift (5:00 PM – 8:00 PM): Regular rate × 1.25
- Night Shift (8:00 PM – 6:00 AM): Regular rate × 1.5
- Saturdays: Regular rate × 1.5 (Portal-to-Portal)
- Sundays & Holidays: Regular rate × 2.0 (Portal-to-Portal)
- 24/7/365 Emergency Support Available
Non-SLA Clients
- Standard Hours (Monday-Friday, 8:00 AM – 5:00 PM): Regular rates
- Evening Hours (5:00 PM – 8:00 PM): Regular rate × 2.0
- Night Shift (8:00 PM – 6:00 AM): Regular rate × 2.5
- Saturdays: Regular rate × 2.0
- Sundays & Holidays: Regular rate × 2.5
- Limited to standard business hours support only
- After-hours service subject to availability
Travel Charges and Service Areas
Primary Service Area
- Within 25 road miles from 951 Busse Rd. Elk Grove Village, IL (calculated using Google Maps)
- Standard truck roll charges apply
- No additional travel fees
Extended Service Areas Zone 1 (26-60 road miles):
- Additional $125 travel charge
- Requires advance scheduling
- Combined with standard truck roll for non-SLA clients
Zone 2 (61-100 road miles):
- Additional $195 travel charge
- Minimum 48-hour advance scheduling required
- Combined with standard truck roll for non-SLA clients
Zone 3 (Beyond 100 road miles):
- Base charge of $195 plus $2.50 per mile beyond 100 miles
- Special scheduling requirements apply
- Custom quote may be required for multi-day services
Travel charges apply to both SLA and non-SLA clients Multiple service calls in the same zone may qualify for reduced travel charges
Additional Terms
- Travel charges based on Google Maps road distance
- Standard hours truck roll charge applies for non-SLA clients
- After-hours service requires portal-to-portal billing
- Remote service time deducted from contracted hours for SLA clients
- Parts and materials billed separately
- Service availability for non-SLA clients is subject to resource availability
- Premium service windows and emergency response reserved for active SLA clients
- Travel charges apply outside of greater Chicago metropolitan area
Contact Information
Procom Enterprises 951 Busse Rd. Elk Grove Village, IL 60007 P: 847.545.0101 www.cctvchicago.com