Guaranteed response
Four levels from 24 hours down to 4 hours, including round-the-clock 24/7 operation.
Service and service contract
A system that controls site access must not go down. That's why the technology comes with service backed by guaranteed response times — and why we don't outsource it to subcontractors.
How it works
Our own technicians, our own centre
Our service centre is in Valašské Klobouky, and our technicians travel out from there. Travel distances in the contract are measured from this address, so you know exactly what you're paying for.
A large share of reports can be resolved remotely — through remote diagnostics, a service restart, a configuration change. On top of that, roughly a third of reported faults turn out to be operational situations rather than a malfunction: a snow-covered licence plate, a vehicle not in the register, a full loading dock. That's exactly why we start with diagnostics, not a call-out — it's faster for you and cheaper for both sides.
When a call-out is needed, the technician knows what to expect: for every installation we keep a record of the devices, their wiring and the history of interventions.
And you need not wait until you notice a fault yourself: the paid add-on service SECAPRO REMOTE CARE watches the installation around the clock, and a service intervention often starts before a ticket would even exist.
Remote diagnostics
Most reports are resolved without a call-out — and therefore without waiting for a technician.
Preventive maintenance & inspections
A regular hardware and software inspection once a year, plus initial and periodic electrical inspections.
Records and documents
A functional test report for every device, inspection reports, and as-built documentation.
Support levels
Four levels, clear response times
Choose based on what happens when the system stops working at five in the afternoon. You'll get the price of a level for your scope and number of sites in the quote — build your specification in the configurator.
BASIC
Critical fault24 h
Serious fault48 h
Standard fault72 h
Operating hoursMon–Fri 8:00–16:00
A smaller operation where an overnight outage doesn't hold up production.
STANDARD
Critical fault12 h
Serious fault24 h
Standard fault48 h
Operating hoursMon–Fri 7:00–17:00
Single- to two-shift operation with regular deliveries.
PREMIUM
Critical fault8 h
Serious fault16 h
Standard fault24 h
Operating hoursMon–Fri 6:00–20:00
Multi-shift operation where a stalled gatehouse stops dispatch.
NONSTOP
Critical fault4 h
Serious fault8 h
Standard fault24 h
Operating hours24 / 7 including holidays
Non-stop operation, fuel depots, logistics centres.
Response time is not repair time. It's the time within which we start addressing the fault — typically by remote diagnostics.
What's in the flat rate
And what's billed separately
Included in the flat rate
- Access to the service system and the ticket log
- Guaranteed response times based on the chosen level
- Remote diagnostics and remote resolution
- Routine configuration changes
- Labour, travel and travel time for a valid warranty claim
- Operation of the system subdomain, including the SSL certificate
Billed separately
- Spare parts and consumables
- Development of new features and integrations with other systems
- Out-of-warranty repairs and damage caused by third parties
- An unjustified claim where no fault is found
- Work beyond the agreed scope
- Interventions on non-working days beyond the level
Handover of the work
We hand over the gatehouse on paper too — turnkey
e-Vrátnice isn't a single box but an assembly of machinery, and that's how we hand it over. The work includes the operating manual, electrical diagrams and as-built drawings, declarations of conformity for the control cabinets and components, and documentation of the safety features.
We prove quality with a record, not just our word. Every installed device passes a functional test based on a catalogue of 91 checkpoints across twelve device types — a barrier has 21, a turnstile 15. Every checkpoint has its result recorded, not just a “done” stamp.
On top of that, an initial electrical inspection to ČSN 33 2000-6 and routine tests of the control cabinets to ČSN EN 61439 — we manufacture the control cabinets, so we verify them ourselves and issue their declarations of conformity.
Assembly of machinery 2006/42/EC
Operating manual, diagrams and as-built drawings.
91 checkpoints
A functional test of every device by type, with a result for each checkpoint.
Initial electrical inspection
ČSN 33 2000-6 at handover, then at intervals based on the environment.
Routine tests of control cabinets
ČSN EN 61439 — our own manufacture, our own verification and declaration of conformity.
Frequently asked questions
What you ask before signing
When does service coverage start?
From acceptance of the work. Until then the project runs in delivery mode — we address defects, but the guaranteed response times and the service portal only activate when the handover protocol is signed. The protocol can be signed with reservations too: open items are listed by name with deadlines, and by doing so you start the warranty and the service regime sooner.
What if the system has multiple sites?
Each site has its own contract, because it has its own travel distance, its own scope and its own number of devices. It's clearer than a single flat rate where you can't tell what relates to what.
How do we report a fault?
Through the service system included in the flat fee, or by e-mail. The specific addresses are in your contract. Every report gets a number and is traceable, including what happened with it and who handled it.
Does the price rise over time?
The contract includes an inflation clause tied to data from the Czech Statistical Office. Apart from that, the price doesn't change until the scope of the system changes.
Do you service systems you didn't supply?
Case by case. With someone else's technology we first need to see what's there and have access to the documentation. Without that, promising response times makes no sense.
Have our system and looking into service?
Tell us about your installation and your operation. We'll propose a level that matches what happens when the gatehouse is down on a Friday evening.