Sebko Solution — Company-wide Setup & Policy

1. Purpose & Scope

This document defines required setup procedures, commercial and technical policies, and compliance rules that apply to all Sebko Solution products and services (including CCTV systems, access control, attendance machines, BMS, elevator services, networking, and software/web solutions). It ensures consistent quality, legal compliance, customer transparency, and secure operations across deployments.

Applies to: Sales, Engineering, Installation, Support, Procurement, Marketing, and External Partners.

2. Definitions

• Product: Any hardware, firmware, software, or service offered by Sebko Solution.

• Customer Site: Physical or virtual location where a product or service is installed.

• PII: Personally Identifiable Information.

• SLA: Service Level Agreement.

3. Commercial Policies

3.1 Quotations & Pricing

• All quotes must be issued on official Sebko Solution letterhead or CRM template.

• Quotes must include: itemized parts, labor, warranty terms, lead times, payment terms (default 30/45/60 days as agreed), taxes, and optional services (maintenance, cloud storage).

• Discounts >10% require approval from Sales Manager.

3.2 Payment & Invoicing

• Standard payment methods: bank transfer, company cheque, or approved online gateways.

• Invoices issued after delivery/installation or per milestone as defined in contract.

• Late payment policy: interest at agreed contractual rate; escalate per collections flow.

3.3 Returns & Refunds

• Hardware returns accepted within 7 days of delivery if unopened and undamaged.

• DOA (Dead on Arrival) or faulty-on-install items will be replaced or repaired under warranty per section 6.

• Custom-configured systems or software services are non-refundable unless proven defective.

4. Product Setup & Installation Standards

4.1 Pre-installation Requirements

• Site survey required for all CCTV, access control, and BMS projects. Surveys must record power availability, mounting locations, network layout, and environmental conditions.

• Obtain written permission for camera placement in sensitive areas. Provide customer with privacy notification placement plan.

4.2 Installation Best Practices

• Always use surge protection and correct earthing for electrical systems.

• Follow manufacturer torque/fastening specifications.

• Networked devices must be on segregated VLANs when integrated into customer networks (recommended).

• Use tamper-resistant fixings for outdoor cameras.

4.3 Configuration Standards

• Change default credentials before commissioning.

• Use strong passwords / passphrases and rotate credentials per customer policy.

• Enable encryption where available (TLS for web interfaces, SRTP for streams if supported).

• Time-sync all devices with NTP and record timezone settings.

5. Network & Cybersecurity Policy

5.1 Access Control

• Principle of least privilege for user accounts. Admin accounts only for maintenance.

• Multi-factor authentication (MFA) recommended for web portals and cloud accounts.

5.2 Patching & Firmware Updates

• Maintain inventory of firmware revisions.

• Apply critical security patches within 30 days of release (or earlier for high-risk CVEs).

• Test patches in staging environment for enterprise deployments before mass rollout.

5.3 Remote Access & Maintenance

• Remote access must use VPN or secure jump-hosts.

• Remote maintenance sessions must be logged with time, operator, and actions performed.

5.4 Logging & Monitoring

• Enable device logging; forward critical logs to centralized log server for enterprise customers.

• Define log retention policy (see section 8).

6. Warranty, Support & SLA

6.1 Warranty

• Standard hardware warranty: 12 months from installation unless otherwise stated.

• Warranty excludes physical damage, lightning strikes, vandalism, and unauthorized tampering.

6.2 Support Levels

• Level 1 (Remote): Basic troubleshooting, configuration guidance. Response within 8 business hours.

• Level 2 (On-site): Fault repair, replacements. Response as per SLA.

• Level 3 (Escalation): Vendor escalation and engineering support.

6.3 SLAs (example tiers)

• Standard: On-site within 72 hours, remote response within 24 hours.

• Priority: On-site within 24 hours, remote response within 4 hours (requires subscription).

7. Data Protection & Privacy

7.1 CCTV Footage & Retention

• Default retention period: 30 days, configurable per contract and local law.

• Retention must balance privacy, business needs, and storage costs.

• Purge or archive footage automatically after retention period unless marked for investigation.

7.2 Access to Footage

• Access granted on a need-to-know basis. All access must be logged.

• Provide customers with data access and deletion procedures to comply with lawful requests.

7.3 Data Storage & Transfer

• If cloud storage is used, store data in regions compliant with customer regulations.

• Encrypt stored footage at rest when supported by vendor; use secure transport for uploads.

7.4 Privacy Notices

• Customers must be provided with privacy guidance and signage templates for camera deployment in public areas.

8. Records, Documentation & Retention

• Keep detailed installation records, device serials, firmware versions, and network maps for each site.

• Maintain service and incident logs for minimum 2 years unless required longer by contract or law.

• Maintain customer training records for 3 years.

9. Compliance & Legal

• Follow all applicable Pakistani laws and municipal rules on surveillance, data protection, and labor.

• For international customers, comply with local laws (e.g., GDPR-style requirements) as contracted.

• Avoid deployment of any device or configuration that contravenes export controls or sanctions.

10. Health, Safety & Environmental Policies

• Installers must follow electrical safety standards and use appropriate PPE.

• Dispose of electronic waste (batteries, PCBs, cameras) per local environmental regulations.

• Use approved packaging and transport methods for hazardous or fragile items.

11. Third-party Vendors & Procurement

• Approve vendors through procurement policy; keep a vendor-approved list with contact and warranty terms.

• Require proof of authenticity for critical components to avoid counterfeits.

• Ensure vendor SLA aligns with Sebko Solution delivery commitments.

12. Quality Assurance & Testing

• Perform factory acceptance testing (FAT) for large systems; post-installation commissioning test for all systems.

• Use predefined checklists: power, connectivity, image quality, day/night operation, motion detection zones, and alerting.

13. Incident Response & Breach Notification

• Report security incidents to internal Incident Response Lead within 24 hours.

• For breaches involving customer PII or footage, notify the customer within the timeframe required by law or contract and provide remediation steps.

14. Training & Certification

• All field technicians must pass Sebko Solution onboarding and periodic competency assessments.

• Provide customer-facing training (basic UI, evidence export, admin/user management) at handover.

15. Product Labeling & Instructions

• All shipped products must include quick-start guides, warranty cards, and safety instructions in English and Urdu where applicable.

• Include contact info for support and escalation paths.

16. Change Management

• Changes to production systems (firmware, configuration templates, network designs) must go through change control with rollback plans and communication to impacted customers.

17. Environmental & End-of-life

• Offer options for trade-in, buy-back, or responsible disposal for end-of-life equipment.

• Encourage customers to take advantage of energy-saving configurations (scheduling, motion-based recording) to reduce storage and power costs.

18. Review Cycle & Amendments

• This policy will be reviewed annually or after any major legal/technical change.

• Amendments must be approved by the Operations Lead and documented with version history.

19. Contact & Escalation

• Operations & Installations: operations@sebkosolution.com

• Support & Warranty: support@sebkosolution.com

• Sales & Quotations: sales@sebkosolution.com

• Compliance Lead: compliance@sebkosolution.com

Annex A — Quick Checklist (Pre-install)

• Signed proposal and scope.

• Completed site survey and risk assessment.

• Power and network readiness confirmed.

• Customer privacy sign-off for camera locations.

• Spare parts and tools checked.

Prepared by Sebko Solution — Operations. For internal use and customer-facing summary versions, generate a shortened "Customer Policy Sheet" on demand.

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