At Prime Source, we understand that our customers want much more than just a “product”. They want the continued support and commitment of our team. We are delighted to offer the following support package as standard with all of our products and services:

Warranty – We provide a 1-3 year return to base warranty on all of our key card locks from the date the invoice was issued. The equipment will be repaired or if this is not possible replaced.

Spare Lock Policy – We will provide all clients with two spare locks (one left and one right handed) free of charge following installation. If one of your locks becomes faulty we request that you replace it with one of the “spare locks” and return the faulty lock to us. The lock will then be checked by one of our technicians and if it is diagnosed as faulty it will either be repaired or replaced at the discretion of Prime Source

Replacements – Should a product be returned as faulty and require replacing we will aim to do this as quickly as possible. Emergency locks are stocked and dispatched next day. On the rare occasion that a product is not in stock it will incur a 3 week lead time.

Remote assistance – We provide remote PC assistance which enables us to access the computer software from our office and aid our clients with any software related issues. This is only possible if your network grants us access.

Onsite assistance – We provide onsite assistance if remote assistance is unsuccessful. We aim to be on site within 48 hours.

Our aim is to install and commission the system with the minimum amount of disruption possible. When we leave your staff will be fully trained on how to utilise the system to its full potential and we offer comprehensive after sales care. This includes 24/7 telephone assistance and remote PC assistance providing that your network will grant us access.