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Remote Maintenance Pro Service: Better Maintenance for Your Customers

Note

The remote maintenance Pro service is available to only the United Kingdom and Ireland.

Pain Points and What Customers Want From Installers

Pain Points of Customers & Installers

What Customers Want from Installers

Customers:

  • Do not know if the devices need any maintenance.

  • Do not know if any exceptions occur.

  • Lack of professional device maintenance.

Installers:

  • On-site visit is time consuming, laborious, and with high travel & operational costs.

  • Cannot spot device exceptions promptly.

  • They want the installers to spot device exceptions as quickly as possible.

  • They want the installers to handle the exceptions as quickly as possible, anytime and anywhere.

What You Can Sell & Offer to Your Customers

Hik-Partner Pro offers a free package containing a suite of features such as device online/offline status. In some cases, these free features are insufficient for you to satisfy higher level needs of your customers. Compared with the free package, the remote maintenance Pro package offers much more as follows.

Table 1 Free Package VS Remote Maintenance Pro Package

Functionality

Free Package

Remote Maintenance Pro Package

Site and Customer Management

Supported

Supported

Site Map

Supported

Supported

Add Devices to Hik-Partner Pro

Supported

Capacity: 1024 Devices

Supported

Capacity: Unlimited Devices

On-Site Config

Supported

Supported

On-Site Batch Upgrade

Supported

Supported

Device Status

Supported

Supported

Batch Arm and Disarm Alarm Devices

Supported

Supported

Employee Account

Supported

Unlimited Number of Employee Accounts

Employee accounts with permission to manage devices shall be purchased additionally.

Supported

Unlimited Number of Employee Accounts

Employee accounts with permission to manage devices shall be purchased additionally.

Maintenance Quotation

Supported

Capacity: 3 Maintenance Quotations

Supported

Capacity: Unlimited Maintenance Quotations

Remote Configuration

NOT Supported

Supported

Remote Live View, Playback, and Video Download

NOT Supported

Supported

Remote Device Upgrade

NOT Supported

Supported

Remote Batch Upgrade

NOT Supported

Supported

Real-Time Health Monitoring

NOT Supported

Supported

Device Exception Notification

NOT Supported

Supported

Exception Handling

NOT Supported

Supported

Scheduled Health Check Reports

NOT Supported

Supported

Linkage Rule

NOT Supported

Supported

Step 1: Get Remote Maintenance Pro Packages

You can purchase the remote maintenance Pro packages online in the Service Market in Hik-Partner Pro, or purchase a service key from the local distributor first and then activate by the service key to get the purchased service packages.

Note

The supported purchase methods vary depending on your country/region. Contact the local distributor for details.

Purchase Online Using the Portal

  1. Go to Site & Device > Service Market.

  2. In the Remote Maintenance Pro Service area, click Online Purchase to enter the Purchase Remote Maintenance Pro Package page.

  3. Select service packages and set the number of service packages that you want to purchase.

    Back-End Recorder Monthly Package

    One package for one device of nearly any type. And the activated service lasts one month.

    Applicable to DVRs, NVRs, network cameras, PTZ cameras, access control devices, alarm devices, video intercom devices, doorbells, Hik-ProConnect boxes, thermal devices, and network switches.

    Back-End Recorder Annual Package

    One package for one device of nearly any type. And the activated service lasts one year.

    Applicable to DVRs, NVRs, network cameras, PTZ cameras, access control devices, alarm devices, video intercom devices, doorbells, Hik-ProConnect boxes, thermal devices, and network switches.

    Back-End Recorder Annual Package * 20

    20 back-end recorder annual packages sold as a batch. Set the number of batches to purchase.

    Back-End Recorder Annual Package * 100

    100 back-end recorder annual package sold as a batch. Set the number of batches to purchase.

    Camera Monthly Package

    One package for one camera. And the activated service lasts one month.

    Camera Annual Package

    One package for one camera. And the activated service lasts one year.

    Camera Annal Package * 20

    20 camera annual packages sold as a batch. Set the number of batches to purchase.

    Camera Annual Package * 100

    100 camera annual packages sold as a batch. Set the number of batches to purchase.

  4. Enter the distributor invitation code and the code from Hikvision sales.

    Note

    By entering the codes when you purchase services online, you may get some discounts and the distributor/reseller can earn some rebates. For details, refer to How to Earn Commissions as a Distributor/Reseller.

  5. Enter your VAT number. The VAT number will be displayed in the payment receipt.

  6. Select Credit/Debit Cards as the payment method.

  7. Click Checkout to enter the payment page and finish the payment.

Purchase Online Using the Mobile Client

  1. Go to Me > Service Market.

  2. In the Remote Maintenance Pro Service area, tap Buy Now.

  3. Select service packages and set the number of service packages that you want to purchase.

    Back-End Recorder Monthly Package

    One package for one device of nearly any type. And the activated service lasts one month.

    Applicable to DVRs, NVRs, network cameras, PTZ cameras, access control devices, alarm devices, video intercom devices, doorbells, Hik-ProConnect boxes, thermal devices, and network switches.

    Back-End Recorder Annual Package

    One package for one device of nearly any type. And the activated service lasts one year.

    Applicable to DVRs, NVRs, network cameras, PTZ cameras, access control devices, alarm devices, video intercom devices, doorbells, Hik-ProConnect boxes, thermal devices, and network switches.

    Back-End Recorder Annual Package * 20

    20 back-end recorder annual packages sold as a batch. Set the number of batches to purchase.

    Back-End Recorder Annual Package * 100

    100 back-end recorder annual package sold as a batch. Set the number of batches to purchase.

    Camera Monthly Package

    One package for one camera. And the activated service lasts one month.

    Camera Annual Package

    One package for one camera. And the activated service lasts one year.

    Camera Annal Package * 20

    20 camera annual packages sold as a batch. Set the number of batches to purchase.

    Camera Annual Package * 100

    100 camera annual packages sold as a batch. Set the number of batches to purchase.

  4. Enter the distributor invitation code and the code from Hikvision sales.

    Note

    By entering the codes when you purchase services online, you may get some discounts and the distributor/reseller can earn some rebates. For details, refer to How to Earn Commissions as a Distributor/Reseller.

  5. Tap Payment Agreement at the bottom to read the agreement and check Before paying, please agree to Payment Agreement if you agree with the terms.

  6. Tap Checkout to enter the payment page and finish the payment.

Get Packages by Service Key Using the Portal

  1. Contact your local distributor and purchase a service key from them.

  2. Go to Site & Device > Service Market.

  3. In the Remote Maintenance Pro Service area, click Activate by Service Key.

  4. In the Service Key field, enter the service key.

  5. Click OK.

Get Packages by Service Key Using the Mobile Client

  1. Contact your local distributor and purchase a service key from them.

  2. Go to Me > Service Market.

  3. In the Remote Maintenance Pro Service area, tap Activate by Service Key.

  4. In the Service Key field, enter the service key.

  5. Tap OK.

Step 2: Activate Remote Maintenance Pro Service for Customers' Devices

After you get the remote maintenance pro packages, you can activate the service for devices. Once the service is activated, features such as device health monitoring and device exception notifications will be available for these devices.

Activate the Service for Devices Using the Portal

Choose one of the following ways to activate the remote maintenance Pro service for the devices.

  • Go to Site & Device > Service > My Service > Remote Maintenance Pro Service > Activate Remote Maintenance Pro Service. Select the devices and the activation type to activate the service.

  • Go to Site & Device > Customer Site, find the device, hover the cursor onto on the device card, and then click Activate Service.

  • When you add devices successfully, on the adding result page, click Activate Service.

Note

If the firmware version of a device is obsolete, or its device type cannot be recognized by Hik-Partner Pro, activating remote maintenance Pro service for the device is not supported.

Activate the Service for Devices Using the Mobile Client

Choose one of the following ways to activate the remote maintenance Pro service for the devices.

  • Go to Me > My Service, and tap Detail in the Remote Maintenance Pro Service section. Tap Activate Service, and select the devices and activation type to activate the service.

  • Tap Site, tap a site, tap a device, and tap Remote Maintenance Pro Service to activate the service for it.

  • When you add devices successfully, on the adding result page, tap Activate Service.

Note

If the firmware version of a device is obsolete, or its device type cannot be recognized by Hik-Partner Pro, activating remote maintenance Pro service for the device is not supported.

Step 3: Manage Remote Maintenance Pro Packages

Manage Remote Maintenance Pro Service Using the Portal

Go to Site & Device > Service > My Service > Remote Maintenance Pro Service.

Figure 1 Manage Your Remote Maintenance Pro Service
Table 2 Available Features

Area No.

Operation

Description

1

View Remaining Packages & Purchase More

View the used number and remaining numbers of each type of remote maintenance Pro packages.

Click Activate by Service Key or Online Purchase to get more packages.

2

View Expiration and Auto Renewal Information

View numbers of devices whose services are expiring in 30 days, expired, and with enabled auto renewal.

3

Activate Service

Click Activate Remote Maintenance Pro Service to activate the service for selected devices.

3

Renew Service

Select devices and then click Batch Renew, or click in the Operation column.

3

Transfer Service

Click in the Operation column to transfer the remaining service time from the current device to another.

3

Enable Service Auto Renewal

Click in the Operation column, switch on Auto Renewal, and then select a type of service packages for auto renewing the service.

Manage Remote Maintenance Pro Service Using the Mobile Client

Tap Me at the bottom right, tap My Service, and tap Detail in the Remote Maintenance Pro Service section.

Table 3 Available Operations

Operation

Description

View Remaining Packages & Purchase More

Check the usage details of your remote maintenance Pro packages.

Tap Activate by Service Key or Buy Now to get more packages.

View Expiration and Auto Renewal Information

View numbers of devices whose services are expiring in 30 days, expired, and with enabled auto renewal.

Activate Service

Tap Activate Service, and select multiple devices to activate.

Renew Service

Tap Batch Renew, and select devices to renew. Or tap on the device card.

Transfer Service

Tap on the device card to transfer the remaining service time from the current device to another.

Enable Service Auto Renewal

Tap on the device card, and select a type of service packages for auto renewing the service.
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On This Page
  • Pain Points and What Customers Want From Installers
  • What You Can Sell & Offer to Your Customers
  • Step 1: Get Remote Maintenance Pro Packages
  • Purchase Online Using the Portal
  • Purchase Online Using the Mobile Client
  • Get Packages by Service Key Using the Portal
  • Get Packages by Service Key Using the Mobile Client
  • Step 2: Activate Remote Maintenance Pro Service for Customers' Devices
  • Activate the Service for Devices Using the Portal
  • Activate the Service for Devices Using the Mobile Client
  • Step 3: Manage Remote Maintenance Pro Packages
  • Manage Remote Maintenance Pro Service Using the Portal
  • Manage Remote Maintenance Pro Service Using the Mobile Client