Quick answer: Use a seven-, thirty- and ninety-day follow-up plan as an adaptable schedule: confirm usable handover, review unresolved issues and actual recording history, then assess maintenance needs. Record what was genuinely checked. Keep service, marketing and account-change permissions separate, and never say “everything is recording” unless the authorized checks support that statement.
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Agree the contact plan at handover
Confirm the daily user, authorized administrator and commercial decision-maker; they may be different people. Agree contact channels, permitted remote checks and a fault-reporting route that does not wait for the next call. Adapt the dates to the site, agreement and customer preference. An unanswered call is not a completed check: record an agreed alternative or reason for deferral.
| When / purpose | Questions and checks | Record / next action |
|---|---|---|
| Around day 7: usable handover | Can authorized staff perform the agreed viewing/playback/export tasks? Any missing views or confusing alerts? | [Checks performed; training gap; issue owner/date] |
| Around day 30: actual experience | Does the system meet the agreed use? Review available history, changes and unresolved findings. | [Observed dates/modes; evidence; approved follow-up] |
| Around day 90: ongoing care | Has the site, staffing or requirement changed? Review planned maintenance and actual service needs. | [Findings, limitations, agreement decision and owner] |
Day seven: check the workflow, not just the picture
Ask the daily user to demonstrate an authorized viewing or playback task. Use the CASE Connect handover guide, then confirm the supported workflow for the actual model/software/configuration. App and recorder functions can differ. Confirm who administers access without requesting a password; remote checks need the approved account and method. Record checks not performed. Live view alone does not prove every channel is recording.
Call prompt: “I’m checking how the system works for your team. Can you use the viewing and playback steps we agreed? Is any view missing or any alert confusing? I will log anything that needs a test or a training session.”
Document the supported walkthrough so authorized staff can repeat it. Record any training gap, access limitation and next action without putting passwords into the handover notes.
Day thirty: review real recording history
Check the oldest usable recording for the required channels and modes against the requirement. If the observation period is incomplete, record the available history and arrange another check. For a shortfall, investigate settings, schedules, gaps, drives and actual load. Use the NVR storage calculator as a planning aid, not measured retention evidence or a substitute for checking the installed system.
Ask whether the scene, operating hours or users changed. Any tuning or account revocation still needs authorization and the appropriate verification. Do not disable an active account just because an informal caller names someone who has left.
Call prompt: “What is different from what you expected? We can review the available recording history and any changes together. For each open item, I will confirm the next action, who approves it and when we will check the result.”
Ask for honest feedback without review gating
Handle faults as support issues, without bargaining for a favourable review. The Google Maps reviews policy prohibits review incentives and rating manipulation. Invite an honest account of genuine experience without a requested rating, suggested review text, pressure to remove criticism or a “happy customer” screen. Keep introductions voluntary and permission-based; an existing service relationship is not blanket permission to collect another person’s contact details.
Day ninety: discuss care from evidence
Review maintenance within the actual access and service agreement. Distinguish observed results from pending work, such as a night test or an on-site inspection not performed remotely. If ongoing service is appropriate, define its tasks, frequency or triggers, response boundaries and reporting. Keep product warranty and paid maintenance as separate written terms; avoid automatic coverage or replacement promises.
Call prompt: “Here is what we checked and what remains open. Has staffing, lighting or the way you use the site changed? We can review a maintenance arrangement that matches those needs; I will send a defined scope if you would like one.”
The maintenance-agreement outline helps prepare that scope without inventing coverage or an automatic replacement promise.
Send a factual summary and assign the work
Follow-up summary template:
Site/reference: [authorized reference]
Checks actually performed: [task, method, date and result]
Not checked / limitations: [item and reason]
Open action: [owner, approval and due date]
Next contact: [agreed date/channel]
Report a fault: [actual support route]
Do not include credentials or unnecessary personal data. A service summary that adds promotions, referrals or an agreement offer may be a commercial message. Check the applicable email and calling rules rather than assuming the label “follow-up” creates an exemption. Keep marketing opt-outs and permissions separate from essential service records.
| Job / contact permission | Task / evidence | Owner / outcome |
|---|---|---|
| [Job ID; permitted channel; due date] | [Check performed or reason pending] | [Name; next action/date; completed only when evidenced] |
Review missed contacts and unresolved actions in your customer-action sheet. For an exact product issue, contact security camera technical support with the full SKU/revision, firmware and symptom, using permitted records. Keep the agreed customer relationship and service responsibilities with the installer.
FAQ
Does a phone call count as a technical health check?
Only for the checks actually performed and evidenced. Record whether the information came from a user report, an authorized remote observation or an on-site test.
Can I send the same email to every installation customer?
Use a consistent structure, but personalize the actual checks and verify the permitted purpose and audience. Do not send placeholder results or treat service contacts as unrestricted marketing subscribers.
References
- Google — genuine review requests and prohibited incentives
- FTC — commercial email requirements
- CRTC — CASL scope and separate calling rules
