INTERACTIVE TRANSITION Q&A For Sales, Resellers & Dealers
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- Michael Miles
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1 INTERACTIVE TRANSITION Q&A For Sales, Resellers & Dealers Why the strategy change and why stay with DSC? Tyco Security Products is fully committed to an interactive future for DSC and all of its intrusion brands. To this end we believe that our resellers and end users are best supported by us concentrating on the continued development and delivery of quality intrusion products that enable our partners to provide the best interactive services. As part of this new strategy, Tyco Security Products will focus on working with multiple interactive service partners going forward to offer our customers product and service excellence and choice. Accordingly, we have made the decision to cease hosting third party interactive service platforms from icontrol or any other company. What will happen to the C24 Manager services? Notice will be given to all C24 Interactive resellers, dealers and end users as required, and those customers that choose to continue to receive interactive services will be transitioned over to the Telguard HomeControl platform. C24 Manager, hosted by C24 Interactive, will be ramped down. This migration, however, will not affect Connect24 s other services, such as C24 Communications. Connect24 with C24 Communications dealers will be able to continue using a C24 Comms SIM for Telguard HomeControl interactive services. Prior to migration, C24 Interactive will continue to provide and support the C24 manager services and will work with Telguard and icontrol to provide a smooth transition for our resellers and end users to the Telguard HomeControl platform. How long will C24 Interactive remain operational? The target date to start migration is the first full week of October, Final dates and notice will be announced soon. C24 Manager services will remain operational up until the migration of data to the Telguard HomeControl services platform. Is there a cut-off date to add new accounts to C24 Interactive? There is no cut off for adding new end user accounts for our reseller partners, but our reseller partners will need to sign on as a Telguard authorized reseller to continue offering interactive services to end users after the migration date. 1
2 Where to go for more information and where do current and new resellers and end users go for their interactive needs with DSC? Our resellers can still expect and receive service and support throughout and beyond this transition period from both DSC and Telguard HomeControl Services. We will provide full support and information through media, direct bulletins and the DSC and C24 Interactive websites. With our new strategy of supporting multiple service providers, we plan to offer multiple options for interactive services. Initially, Telguard HomeControl will be the first partner we launch with so interest in interactive services should be directed to Telguard at (800) option 5 until other providers are an option. Will our reseller and end user accounts be migrated to the new partner? Yes. Those who choose to migrate will move to Telguard HomeControl Services who will provide equivalent interactive services. Customer migration will be as seamless as possible. If a reseller or end user does not elect to migrate to Teleguard, their C24 Interactive accounts will be terminated upon the migration. Who will be migrated? DSC, through C24 Interactive, will migrate the data of all customers and resellers who agree that they want to continue their services with Telguard HomeControl. Will our end users need to re-sign terms and conditions? Yes. We will communicate to all of our valued resellers and dealers in the very near future regarding the details for new end user licences. To fully support our commitment to data protection, we can only transfer data with the end user s permission. Prior to the migration, DSC will require the acceptance of an updated EULA that will include permissions for a data and account migration at the end of the notice period. Telguard will provide new reseller and end user license agreements as part of the migration process. How will end users acknowledge the new end user agreements? End users will be prompted at sign in on both their mobile and web interfaces to acknowledge and agree the new license terms via the web portal. How will we communicate to the end users? DSC and C24 Interactive will be working with icontrol and Telguard to create several notifications to the end users directly prompting them to sign into their service accounts. DSC, C24 Interactive and Telguard will also be working with resellers and dealers to promote proactive communications to the end users encouraging them to accept the new terms. Will resellers need to sign contracts with Telguard? Yes. Our resellers will be offered new contracts by Telguard on similar terms and pricing structure to ensure they have the opportunity to utilize equivalent service offerings in the future. 2
3 Will there be a notice period for C24 Interactive closure? Yes. We will notify all resellers and dealers of the end date for C24 Interactive branded services. It is expected that we start migrating the first full week of October, What products are compatible with which services? All of the products available today for C24 Interactive services will be available on our future partner services. Telguard HomeControl will have full support for all products in the field and the IMPASSA and PowerSeries product ranges. Furthermore, DSC plans to offer new cellular options in the future with the integration of Telguard SIMS into the current range of DSC interactive communicators. Dealers will have the choice of C24 Communications or Telguard service plans to support the DSC intrusion products compatible with Telguard HomeControl. This does not include DSC Universal communicators because they do not support Telguard HomeControl. DSC also plans to release a new NETGEAR HUB which is compatible with Telguard HomeControl Services, making the existing Sercomm HUB obsolete. Though obsolete, the Sercomm HUBs will support the migration effort and will not need replacement. DSC will continue to offer iscreens and icamera that interoperate with the NETGEAR HUB. In summary for Zwave installations you will need to purchase all HUBs and iscreens from DSC standard distribution. Will the packages and pricing remain the same? For those end users who are currently with C24 Interactive and who choose to migrate to Telguard branded services, the packages will remain substantially the same, except for certain changes to video storage capabilities mentioned below. New websites and applications will be made available to your future end users, and Telguard will communicate prices and packages for all resellers and dealers ASAP. Will the service levels and options remain the same? Our migration will enable all current customers to receive substantially the same levels of service from Telguard upon migration. Reseller, dealer and end user interface options will remain available to them. The only area of current services that we expect to be changed will be Video services. The naming of some services may change to match the Telguard HomeControl nomenclature, but the underlying services will match previous expectations. Telguard offers three service levels (Connect, Interact and Control) allowing cameras (View) to be added to either Interact or Control. The matching services are: C24 Interactive Security Touch Automation Telguard HomeControl Equivalent Interact Interact with View Control with View Why are the Video services changing? 3
4 Individual accounts have created very high levels of storage and data traffic requirements. DSC would be changing these services with or without this migration process. Who will I be billed by? If you choose to continue your current C24 Interactive Security package services through Connect 24, you will continue to be billed directly by C24 Communications for those services. If you choose to use Telguard SIMS for this service in the future all billing will be directly through Telguard. All customers with Touch and Automation package services utilizing the C24 Hub will be billed directly by Telguard HomeControl Services post migration. Touch packages will be billed as Interact with View and Automation packages will be billed as Control with View. When will our services transition to Telguard HomeControl Services? Services will be transitioned to Telguard HomeControl at the end of September Final migration dates will be announced to all internal teams and resellers as soon as possible. Will there be any truck roll required? Our target is that over 95% of transitioned end users will require no truck roll of any kind. There may be a requirement for end users to recycle their equipment to ensure transition to the new platform. Who will provide reseller training for the service? Telguard will provide training to resellers during the transition period and beyond to provide the best end user experience. Who will provide field support for the services? During the transition, DSC will continue to provide field services for both panel and service issues. Once migration has been completed, Telguard will provide all first tier support with DSC providing second tier support for panel issues that come through Telguard HomeControl Services. DSC will provide all first tier support for direct communications on hardware field issues. Will resellers be able to go direct? Yes. Our dealer partners will be able to work directly with Telguard for the provision of services into the future. What about Avista s acquisition of Telular? Telguard strategy and business focus has not changed with its completed acquisition. It is fully committed to the provision and support of the Telguard HomeControl Services now and into the future. What happens to existing accounts? 4
5 All resellers may choose to sign-up as a Telguard HomeControl Services reseller, which will allow their existing end users who choose to do so to be transferred to Telguard. Will dealers be able to go direct? Yes. Our dealer partners will be able to work directly with our new service partners in the future. Telguard may choose to allow dealers to sign-up directly. Will the end user have to sign a new EULA? Yes, they will also have to accept the transfer of their data to Telguard s environment in order to be migrated. Will the end user be required to take any actions on migration? Yes. End users will certainly need to load new mobile applications post migration and they will need to bookmark and log into the Telguard site for web services. Will I see changes to my service prior to migration? Yes, at the end of the month, all existing users will need to sign the updated EULA allowing TSP to transfer their data to continue their service. If not, the service will be suspended until migration which at that point will be terminated. Secondly, for those who re-sign, they will notice an upgrade of service in the middle of September adding additional features which are supported on the Telguard Home Control service. Specific details and training on the new features to follow in the coming days. Should you have any further questions please contact C24 Communications customer service. Connect 24 Customer Service (Canada) (US) customerservice@connect24.com 5
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