Ongoing Partnership
At IDR, our work doesn't end when your system is installed — that's when the partnership begins. We stay with you for the long haul, providing expert support, preventative maintenance, and guidance as your technology and needs evolve.
Service Agreements & Support
Our Service Level Agreement (SLA) clients receive a truly connected experience designed for long-term reliability and responsiveness:
- Direct access to IDR's in-house technical support team — no third-party call centers
- Full transparency through the IDR Portal with live ticket tracking, photos, and service history
- Scheduled maintenance visits to prevent downtime and ensure performance
- Priority response times for urgent service requests
- Clear documentation and annual system reviews for Gold and Platinum clients
Continuous Improvement
Your system shouldn't just work — it should keep getting better.
- Regular firmware and software updates to maintain peak reliability
- Optimization and tuning for performance, coverage, and analytics accuracy
- Proactive technology updates to keep your system current with evolving standards
- A proactive, consultative approach to keeping your system aligned with your goals
Monitoring & Rapid Response
For clients who need real-time visibility, IDR offers 24/7 camera monitoring — an optional add-on to SLA coverage that delivers AI-powered alerts, incident video pulls, and law enforcement collaboration when seconds matter.
Real-Time Protection
AI-powered monitoring available 24/7
Partnership Mindset
We're more than a vendor — we're your ongoing technology partner. From design to daily operation, IDR remains accountable, accessible, and invested in your success for the life of your system.
Our partnership doesn't end at installation — it begins there.
