Service vs ServicePlus: Story 1


Every year, ICD encounters hundreds of cases of security system failure at clients' sites caused by UPS failure. This is a critical issue which can result in extended system downtime, exposing sites unnecessary to risk. 


How can this disruptive issue be avoided?  We present you with two scenarios: Service vs ServicePlus


Scenario 1: Service




Admin Manager, Megan, receives a phone call from a member of staff. He tells her that the card reader at the main entrance of the office is not responding and the door is unlocked. As the last person in the office, he won't leave with the door open.



Megan calls the ICD 24/7 hotline and explains the issue. They will dispatch an engineer as soon as possible to check the site. Megan heads to the office to wait for the ICD engineer to arrive, allowing the other employee to go home when she gets there.  



ICD Service Engineer, John, arrives at the client’s site. He finds that the access control devices at the main entrance all have power failure. John then heads with Megan to the security server room. The door there is also unlocked. 



John enters the server room and discovers that the UPS for the security system is power off. This means that the whole security system is down. After carrying out a series of tests, John concludes that the UPS cannot be fixed on site. He unplugs the security devices from the UPS and connects them to the mains electricity. He finds the access control system is up and running again and fully functional.



John explains to Megan and that the problem is with the UPS. This also affected the video surveillance; video was not recorded during the power failure. As a temporary solution, John keeps the system running on the mains and recommends Megan to buy a new UPS for replacement.



Once the new UPS is installed, the problem is solved, but the client experienced at least three hours of security system downtime at night, exposing the site and server room to risk with unlocked doors and no video monitoring. As a technical issue, no one is to blame, but this UPS failure created risk, brought inconvenience, and cost time and effort. If this had happened when no one was on site, the risk and exposure would have been far greater.



Scenario 2: ServicePlus



One week earlier, ServicePlus Specialist, Jay, receives an alert from a client’s site regarding their backend systems. He checks the alert and sees it is a fault signal from their UPS. This could be a problem. Jay contacts the client immediately and explains the issue to Admin Manager, Megan.



ICD Service Engineer, John, is briefed about the problem and dispatched to check the situation on site.



John arrives at the client’s site and heads to the server room with Megan to check the UPS.



John identifies that the UPS is faulty and recommends the client to replace it before it deteriorates further and affects the client’s wider security systems. A backup UPS is located in ICD’s warehouse and John schedules to install it the next day. In the meantime, after getting approval from the client, John unplugs the video surveillance system from the UPS and temporarily connects it to the mains to avoid any problems.



By the next day, the client has a new, fully functioning UPS. The risk of the UPS power supply cutting and the access control and other systems becoming offline is mitigated. With this proactive approach provided by ICD's ServicePlus, the client’s security systems remain stable and fully functional at all times. The site’s security was not compromised and business operations were not affected – no one else even noticed there was a problem with the backend systems!


About ServicePlus


ServicePlus is a new service offering which monitors clients' system status and events, managed by trained professionals from ICD’s Service Operations Center (iSOC). For more information, read this post.


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For more information about ServicePlus, look out for future posts or contact us on, or reach out to your ICD representative.



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