NCS Systems – Aftercare Services Standard Operating Procedure (SOP)

1. Purpose

To ensure a consistent, client-focused approach to post-installation support and service continuity for all properties utilizing NCS Systems' AI-driven remote guard solutions.

2. Scope

Applies to all NCS Systems clients post-deployment across multi-family residential, commercial, industrial, and mixed-use properties.

3. Responsibilities

RoleResponsibilityClient Success Manager (CSM)Primary point of contact post-deployment. Manages client satisfaction, regular check-ins, and service improvement.Remote Operations AnalystMonitors systems for alerts, technical issues, and ensures uptime.Technical Support TeamResolves service or equipment issues. Coordinates maintenance and upgrades.Account ExecutiveSupports contract renewals and up-sell opportunities.

4. Procedure

4.1 Initial Aftercare Kickoff (within 5 business days of activation)

• Assign CSM to client account.

• Deliver “Welcome to Aftercare” packet including:

  • Support contact details

  • Incident response process

  • Access to analytics dashboard

  • Overview of maintenance and update cycles

• Conduct 30-minute onboarding call to review SOP, system operation, and expectations.

4.2 Proactive System Health Monitoring (Ongoing)

• Daily system checks via AI monitoring dashboard.

• Alerts flagged for:

  • Camera malfunction

  • Network disruptions

  • AI misclassification anomalies

• Weekly remote audits reviewed by CSM and Remote Operations Analyst.

4.3 Client Check-ins and Reporting

• Monthly virtual check-in (15–30 mins):

  • Review system performance, incident reports, and optimization recommendations.

  • Document and address client concerns.

• Quarterly performance report:

  • Incident volume and resolution metrics

  • Law enforcement interactions

  • ROI & insurance claim impact data

  • Predictive analytics insights

4.4 Issue Resolution Protocol

• Clients report issues via:

  • Email: support@ncssystems.ai

  • Client portal: portal.ncssystems.ai

  • Emergency hotline: 24/7 escalation for critical threats

• Response Time Objectives (RTO):

  • Critical: <1 hour

  • Major: <4 hours

  • Minor: <24 hours

• All tickets tracked via CRM until resolution and client confirmation.

4.5 AI System Optimization

• Monthly retraining of AI models with new data from client properties.

• Client-specific customization requests reviewed quarterly.

• Feedback loop incorporated from incident responses to refine detection accuracy.

4.6 Hardware Maintenance & Upgrades

• Preventive maintenance scheduled bi-annually.

• Remote firmware updates performed quarterly.

• On-site visits coordinated as needed (typically within 72 hours of request).

4.7 Client Education & Engagement

• Provide access to training resources:

  • How-to videos

  • Dashboard usage tutorials

  • Threat prevention strategy guides

• Bi-annual “Secure Property” webinars for all client stakeholders.

• Offer annual security audit walkthrough at no extra cost.

5. Documentation

All client interaction, service logs, reports, and escalations must be documented in the centralized CRM system and tagged accordingly for audit and quality review.

6. Quality Assurance

• Post-incident review (PIR) conducted for any critical events.

• Semi-annual internal audit of aftercare performance and client feedback.

• Continuous improvement roadmap updated based on lessons learned.

7. Review and Revision

This SOP is reviewed annually or as significant process changes occur.