Customer Service
ICD conducts business with a long-term vision. We recognize that our relationship with our clients will continue beyond project delivery and we are committed to providing them with the best customer service and support throughout their experience with ICD.
Our Professional Customer Service Support is Available 24-hour a day.
Global: +86 21 6121 3663
Mainland China: 800 810 9593
ICD’s customer service department includes a team of experienced field service technicians and engineers available for emergency assistance, routine maintenance and system training.
ICD’s Service and Maintenance plans are designed with our client’s needs in mind, offering a 100% guarantee on both quality of workmanship and products during the first year, free of charge. For additional years, ICD is proud to offer an unprecedented extended product warranty guaranteeing our client’s investment in critical system components for years to come.
Maintenance Plans
ICD provides a range of customizable maintenance plans to fit different needs. The first year of service and maintenance is included in all ICD installations at the Silver service level.
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SILVER |
GOLD |
PLATINUM |
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Extended Product Warranty |
Extended Product Warranty |
Extended Product Warranty |
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24-hour support for system failure |
24-hour support for system failure |
24-hour support for system failure |
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Guaranteed 24-hour response time on normal service calls |
Guaranteed 8-hour response time on normal service calls |
Guaranteed 4-hour response time on normal service calls |
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Guaranteed 8-hour response time on emergency service calls |
Guaranteed 4-hour response time on emergency service calls |
Guaranteed 2-hour response time on emergency service calls |
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2 annual routine maintenance visits |
4 annual routine maintenance visits |
6 annual routine maintenance visits |
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Remote maintenance for equipment covered when possible |
Remote maintenance for equipment covered when possible |
Free replacement of consumable components (batteries, break glass, etc) |
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Max. 2 programming changes per year |
Max. 4 programming changes per year |
Free unlimited programming changes |
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Complimentary ID card design |
Complimentary ID card design |
Complimentary ID card design |
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1 bilingual systems training |
2 bilingual systems training |
Free unlimited bilingual systems training. |
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Free security consultation |
Free security consultation |
Free security consultation |
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N.A. |
N.A. |
Future purchase discount |
