Services Available
Field service and maintenance
Maintenance, repair and upgrades for TriOptimum systems, by 14,600 field engineers in 47 countries.
Every TriOptimum system comes with the people who keep it running. Our 14,600 field engineers service everything from vault doors to data centers, under contracts that guarantee response times of four hours or less in most markets.
Service levels
| Level | Response | Coverage | Typical use |
|---|---|---|---|
| Essential | Next business day | Business hours | Offices, retail, schools |
| Priority | 4 hours | 24/7 | Hospitals, data centers, transport |
| Critical | 1 hour, engineer on site | 24/7 | Central banks, research facilities, our own sites |
Who may work on your systems
Maintenance on TriOptimum systems is carried out by TriOptimum engineers or by contractors approved and supervised by us. From 27 October 2026, any work that could affect the ethical constraints of an autonomous system requires a maintenance ticket and the written approval of the Chief Systems Integrity Officer before it begins. Customers will receive a copy of every ticket raised against their systems.
What a service contract covers
- Planned maintenance at the intervals in the product’s manual, with a written record of every visit.
- Repairs, including parts and labor, with response times set by the service level.
- Firmware and software updates, including security fixes, installed and tested by our engineers.
- An annual review with the customer’s facilities or engineering team, covering performance, faults and planned replacements.
Where our engineers are
Field engineers work from 318 service locations in 47 countries, many of them inside customers’ own sites. Security Products and Network Services engineers are on call around the clock; Medical Systems engineers are trained to work in clinical areas; Resources & Materials engineers are qualified for underground work and fly in to remote mines on rotation.
Products beyond their support life
We keep spare parts and trained engineers for every product for at least fifteen years after it was last sold, and often much longer: we still service RC-12 relay cabinets from the 1960s and vault doors from the 1970s. When a product reaches the end of its support life we tell customers at least two years ahead and offer trade-in credit toward a replacement.
To arrange service, call the number in your service agreement, or contact your nearest office from the contact page.