Phone Consultation FAQ
 

OK, here’s the fine print!


When your service qualifies you for free phone consultation this is what is involved, required and excluded:


  1. 1. Your inquiries must be in regard to your site that we surveyed. We can’t provide free phone consultation for the entire National Park Service because we did one survey at one site.

  2. 2.Before calling, email your question to us. It’s OK to also call and tell us that you emailed something if you need a quick answer. But if you email it you are likely to get service immediately even if our consultants are traveling. If we can respond fully by email we will do so and if we think an actual conversation is appropriate because of the need for follow up questions on our part or because the answer isn’t totally “black or white”, we will gladly call back and take whatever time is needed. This system also allows us to assign the question to the correct consultant. We have a consultant, an architect/preservationist who understands security, and an electronics engineer/alarm tech, a training specialist, and a policy manual expert on staff. We will try to assign your question to the best qualified person but only after the consultant who visited you confers with him or her.

  3. 3.If your inquiry involves a theft, fire or impending disaster such as an approaching hurricane, reach us any way you can as quickly as you can and damn the formalities.

  4. 4.Identify yourself as a client with follow up phone consultation privileges so whoever answers the phone or screens email in our absence knows that you get priority service.

  5. 5.You must assign no more than two people at your institution to speak with us. This prevents unauthorized people, even former employees intent on causing a problem, from calling us about an issue, it keeps us out of human resource disputes, etc.

  6. 6.Our service is consultation. Please don’t call us to ask for further written detail regarding your report. This is the difference between an expensive comprehensive survey and a mini-assessment. I guess this is a real life example of “talk’s cheap”. 

  7. 7.We will gladly review and give you our opinion of a security policy that you write but we will not write it for you. You can call us in advance of writing a policy, ask how we would write it if we were you, then write the policy and ask us to critique it. But don’t ask us to write it as part of the free service. The same applies for many things that you want to bounce off of us. Say that you have a proposal to upgrade motion detection from a local vendor. If you want our opinion, FAX it to us and we will look it over and give our opinion. Call first so you get everything from the vendor that we need.

  8. 8.We will not critique the work of other consultants as part of this service.

  9. 9.We will not provide advice for the benefit of your architect unless it is specifically related to a recommendation in our report then we will gladly speak with the architect directly when you authorize us to do so.

  10. 10.We will not design an alarm or CCTV system for you. We will give you advice by phone, recommend good products, etc. but designs are not part of this service.

  11. 11.This is for “security”. We are not fire protection engineers or safety consultants, or code consultants, or architects even though we do have an architect on staff.  The intent of this service is to help you understand our mini-assessment report and implement corrective action as easily and inexpensively, with as much quality, as you can.

  12. 12.Don’t be embarrassed. From time to time a client with free follow up will “cross the line” and ask us to do something that is not part of the service. We will never perform a task which is not included then bill you. If you ask us to do something that is not included, we will tell you and get formal authorization before we do anything that you will be billed for. Don’t be angry at us if we tell you that something is not within the intent of the service and don’t be embarrassed for asking. We won’t either.

  13. 13. The service begins the day we deliver the report and runs for one year.


Now, that fine print wasn’t so bad, was it.