Gallagher Care Plan FAQ
What does your question relate to?
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How do I know what tier I am in?Notification of your tier is sent to the main contact against your site. This contact is provided on a new site configuration form. For more information about your tier please contact your Certified Channel Partner or contact us here.
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How do I budget for this offering?
CarePlan is often a requirement in meeting your IT risk register. As Command Centre runs on your network, the cost could be shared with IT or another department. We offer a range of plans. The cost of CarePlan is calculated based on a percentage of your total Command Centre license.
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When does my CarePlan commence?Your CarePlan starts on the date your license is issued to your Gallagher Certified Channel Partner (unless agreed otherwise).
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Can I upgrade my tier?Please contact your Gallagher representative to discuss your options for upgrading your tier.
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What renewal or expiry notifications will I receive?90 days prior to expiry, your Gallagher Certified Channel Partner will receive a quote from Gallagher for the renewal of your Gallagher CarePlan. 60 days prior to CarePlan expiring, Gallagher will email, advising that your site is coming up for renewal and appropriate information has been sent to your Channel Partner. If CarePlan has not been renewed on the day of expiry of the previous period, you will be sent a CarePlan expiry notice.
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What happens when my CarePlan expires?
No need to worry, without CarePlan in place, Gallagher Command Centre will continue to function normally, but you’ll miss out on:
- Access to the latest software versions and features
- Cybersecurity updates
- Online training and learning tools
- Extended product warranty benefits
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How do I sign up for CarePlan?
New sites – you are automatically registered when you purchase your site license. You receive your first year of Gallagher CarePlan complimentary with the purchase of your Gallagher Command Centre.
Existing sites – if you have an active Gallagher CarePlan plan, your site will automatically have access to all CarePlan benefits, if you are unsure of what tier you have contact your Gallagher Certified Channel Partner or Gallagher representative.
If you don’t have CarePlan but would like to discuss the added benefits of our CarePlan package, contact your Gallagher Certified Channel Partner or Gallagher representative. -
Where can I find the CarePlan legal documents?
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If I have questions about CarePlan, who can I contact?Your Gallagher Certified Channel Partner or Gallagher representative can answer any questions you may have and provide you with a copy of the CarePlan Terms and Conditions.
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Am I eligible for complimentary CarePlan?You’re eligible if your site uses a Standard Command Centre or a Starter Kit License with no additional doors or licensed features.
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How long do I receive complementary CarePlan?For eligible sites, complimentary CarePlan is provided ongoing – as long as your site remains within the threshold of a Standard Command Centre or a Starter Kit License with no extra licensed features or additional doors.
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How do I know if new software is available?Your nominated site contact will receive an email notification when a new version of the Command Centre software has been released and is available for upgrade. Your Gallagher Certified Channel Partner will also be notified about the software release and will be able to help you with your upgrade.
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What does the original warranty cover?Gallagher offers a minimum 2-year warranty on all Gallagher-manufactured hardware from the date of manufacture. We offer a 5-year warranty on selected Gallagher-manufactured hardware. Customers with an active CarePlan for the duration of the warranty period will be entitled to an additional 5-year warranty on the hardware that is eligible for the initial 5-year warranty. Please refer to the Security Hub for further details.
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How do I raise a claim for the additional warranty?Contact your Gallagher Certified Channel Partner who will be able to raise the claim on your behalf.
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How do I check the serial number on my Gallagher product?Please refer to this document for information regarding Gallagher serial numbers.
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How do I sign up for training?
Your registered site administrator will be able to sign you up for your online training. To book online training, please click here.
If you're a tier 3 or 4 customer and want to sign up for classroom training or a dedicated training day, please contact your regional training team.
New Zealand & ROW: security.training@gallagher.com
Australia: training.au@security.gallagher.com
UK & Europe: training.uk@security.gallagher.com
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Are there any restrictions to the number of online operator or administration training sessions I can sign up for?Online operator and administrator courses have unlimited registrations available for end users with a valid CarePlan agreement.
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What if I want training that isn't included as part of CarePlan?Talk to your Gallagher Certified Channel Partner or Gallagher presentative to find out what training options are available to you.
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I am a tier 4 customer, where do I find out about the webinars?
Please contact us here, invitations will be sent via email to the main contact against your site. We are in the early stages of our Customer Engagement Program; and will continue to grow the program. So watch this space!
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What does the system review include?
A Gallagher representative will evaluate your sites Gallagher Command Centre, making observations to ensure that your system is optimized, utilizing functionality and cyber secure. Included in the review is the Security Health Check. We understand site requirements are unique and we will work with you during the review, this review may be conducted on site or remotely and a formal report will be produced following the review.
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Where do I get my development license from?Contact your Gallagher representative or the Tech Support team to request your development license.
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Is the development license free of charge?The Development License is supplied by Gallagher free of charge, however there may be additional labour or set-up costs charged by your Channel Partner.
Do you still have a question about Gallagher Care Plan?
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