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Taking customer care to new heights

Taking customer care to new heights
Craig Schutte, General Manager for APAC & IMEA at Gallagher, shares how the company’s new Care Plan is responding to the needs of customers.
Craig Schutte, General Manager for APAC & IMEA at Gallagher, shares how the company’s new Care Plan is responding to the needs of customers.

As a business, we really care about our customers, they are at the heart of what we do. We always strive to understand the challenges they face, and continuously look for ways that our technology can enhance their security, create business efficiency, and save costs. We aim to add value through supporting our customers and providing benefits that make a real difference to their business.

Last month, we launched an incredibly exciting offering, Gallagher Care Plan – a tailored system and support package designed to deliver significantly more value and benefits to our customers.

Care Plan is a great example of Gallagher doing things differently, to the extent where we have introduced a 10-year hardware warranty – you don’t see many of those these days!

What is Care Plan?

Gallagher Care Plan ensures customers are optimizing their Gallagher system configuration and maximizing the value of their Software Maintenance. Care Plan has four tiers, based on a customer’s Software Maintenance plan, with each tier unlocking further benefits.

Care Plan provides service and support across four key areas: product, training, advisory services, and development – complementing the support and service offerings customers receive from their integrator. Through these areas, customers can grow their knowledge and use of the Gallagher system to maximize their return on investment. Through Gallagher Care Plan, we will work with our global network of integrators to provide support, optimize features and configuration, and share our latest technology, creating further value for our customers.

So, what does this mean for customers?


Customers across all four tiers receive regular software upgrades and total warranty protection for up to 10 years.

Software upgrades ensure a customer’s system stays up to date with the latest security features and developments, including system security enhancements.

Excitingly, Care Plan customers now receive an additional 5-year warranty on Gallagher-manufactured products, in addition to the 5-year warranty that is offered on all current generation Gallagher manufactured electronic products. The extended warranty really speaks volumes about our commitment to quality and the responsibility we take with our customers.


As part of Gallagher’s commitment to product training and education, Care Plan offers online and in-person training courses for customers to gain a deeper understanding of how their security system works, helping customers utilize their solution in the best way for their site’s unique needs.

Our training helps to streamline onboarding and enablement, build skills and greater confidence, and enable increased productivity and efficiency in daily operations.

All four-tiers receive unlimited registrations to Gallagher’s Online Operator Training course, so customers can ensure their operators attain the fundamental skills necessary to operate a Gallagher system.

All customers also receive unlimited registrations to Gallagher’s Online Administrator Training course. This course gives system administrators the skills and confidence to maintain a Gallagher system.

Customers in tier three will have two seats to attend scheduled classroom training facilitated by one of our knowledgeable trainers. Whereas customers in tier four have the option to schedule a dedicated training day facilitated by a Gallagher Trainer. Programs can be either one of Gallagher’s standard end-user training courses or tailored to site requirements.

Advisory Services

Our advisory services offer tailored system optimization along with optimized cybersecurity, enabling customers to harness the full power of Command Centre.

To support tier three and four customers with tailored system optimization, a Gallagher solution advisor will be available to conduct a review of their Gallagher security system to ensure they are operating efficiently, utilizing functionality, and are cyber secure.

Customers in tier two, three, and four, can engage with Gallagher advisors for long-term planning, alongside their integrator, to enable preventative activities and ensure their Gallagher system is fully optimized.


Through our development license and product engagement program, customers can gain insight into upcoming features and releases, and take advantage of opportunities for future growth.

Care Plan customers can request a Command Centre development license, which they can use to test upgrades and new configurations without the worry of testing in a live environment. We always recommend that large-scale sites test upgrades on development licenses before upgrading live sites.

Tier four customers also have an opportunity to shape the future direction of Gallagher’s product development, through joining our development team and other Tier 4 customers for online webinars that provide insight into upcoming features and releases and provide a chance for customers to share feedback about their future needs.

Looking ahead

Gallagher Care Plan represents an exciting opportunity for us to work closer with our customers, and alongside integrators, to deliver greater customer value through a broader collection of support offerings than ever before. Last month’s launch is just the beginning – we are excited to grow the benefits of Care Plan in the future with new initiatives to meet the evolving needs of our customers.

Gallagher Care Plan adds to Gallagher’s long history of delivering outstanding value, including an industry leading 10-year warranty and more recently the award-winning Security Health Check and Proximity and Contact Tracing Report tools – both made available free-of-charge to Gallagher customers during the COVID-19 pandemic.

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