Gallagher Care Plan FAQ

  • HOW IS CARE PLAN RELATED TO SOFTWARE MAINTENANCE?
    Care Plan is included at no additional cost to your Software Maintenance Plan, and was designed to add extra value to Software Maintenance. The pricing format of Gallagher Care Plan remains in line with our current Software Maintenance offering, meaning you are getting more for the same.
  • HOW DO I KNOW WHAT TIER I AM IN?
    Your tier was advised via email at launch in April, moving forward your tier will also be on Software Maintenance communications, these emails are sent to the main contact against your site, the main site contact is provided on a new site configuration form. For more information about your tier contact your Certified Channel Partner or contact us here.
  • HOW DO I BUDGET FOR THIS OFFERING?
    Software Maintenance 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 Software Maintenance is calculated based on a percentage of your total Command Centre license and Care Plan is included at no additional cost.
  • WHEN DOES MY CARE PLAN COMMENCE?
    Your Care Plan starts at the same time as your Software Maintenance which is on the date your license is issued to your Gallagher Certified Channel Partner (unless agreed otherwise).
  • CAN I UPGRADE MY TIER?
    Yes, please contact your Gallagher representative to discuss your options for upgrading your tier.
  • WHAT RENEWAL OR EXPIRY NOTIFICATIONS WILL I RECEIVE?
    60 days prior to expiry, your Gallagher Certified Channel Partner will receive a quote from Gallagher for the renewal of your Gallagher Software Maintenance and Care plan benefits. There will be other notifications to both you and your channel partner until approximately 60 days after expiration. The main site contact is provided on a new site configuration form and this is the contact who receives all communication about Software Maintenance and Care Plan benefits. If you want to change your main contact or check who it is, speak to your Gallagher Channel Partner or contact us here.
  • WHAT HAPPENS WHEN MY SOFTWARE MAINTENANCE AND CARE PLAN EXPIRE?
    No need to worry, without a Gallagher Software Maintenance in place, Gallagher Command Centre will continue to do its job and manage your security system. However, it does mean that you will miss out on any new version releases including new features, system security and performance enhancements and you will no longer be able to redeem Care Plan benefits.
  • HOW DO I SIGN UP FOR CARE PLAN?

    New sites – you are automatically registered when you purchase your site license. You receive your first year of Gallagher Care Plan complimentary with the purchase of your Gallagher Command Centre and Care Plan is automatically unlocked.  

    Existing sites – if you have an active Gallagher Software Maintenance plan, your site will automatically have access to Care Plan and the benefits, if you are unsure of what tier you have contact your Gallagher Certified Channel Partner or Gallagher representative.

    If you don’t have Software Maintenance but would like to discuss the added benefits of our Care Plan package, contact your Gallagher Certified Channel Partner or Gallagher representative.

  • WHERE CAN I FIND THE SOFTWARE MAINTENANCE AND CARE PLAN LEGAL DOCUMENTS?
    The Software License and Maintenance Terms and Conditions can be found here. The Care Plan Terms and Conditions can be found here. The Returns and Warranty Policy can be found here.
  • IF I HAVE QUESTIONS ABOUT CARE PLAN, 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 Care Plan Terms and Conditions.

Product

  • 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.
  • WHAT DOES THE ADDITIONAL WARRANTY COVER?
    Subject to a customer having an active Care Plan, Gallagher will provide an additional warranty for a period of five years on Gallagher-manufactured electronic products produced in 2016 or later, and that meet the requirements of the 5-year warranty. All warranties are exclusive of labor costs. Please refer to the Support Zone for further details. 
  • 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.
  • How do I check the serial number on my Gallagher product?
    Please refer to this document for information regarding Gallagher serial numbers. 

Training

  • 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

  • ARE THERE ANY RESTRICTIONS TO THE NUMBER OF ONLINE OPERATOR OR ADMINISTRATOR TRAINING SESSIONS I CAN SIGN UP FOR?
    Online operator and administrator courses have unlimited registrations available for end users with a valid SM agreement.
  • WHAT IF I WANT TRAINING THAT ISN'T INCLUDED AS PART OF CARE PLAN?
    Talk to your Gallagher Certified Channel Partner or Gallagher presentative to find out what training options are available to you. 
  • I AM A TIER FOUR 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! 

Advisory Services

  • 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 Gallagher 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.

Development

  • WHERE DO I GET MY DEVELOPMENT LICENSE FROM?
    Contact your Gallagher representative or the Tech Support team to request your development license.

Do you still have a question about Gallagher Care Plan?

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