Fire alarm customer support

Service Support & Maintenance

When you take out a Service & Maintenance Contract with Protec, you enter into a partnership whereby you can be assured of the highest level of customer care, product reliability and technical support that we have to offer. With years of specialist knowledge and investment in the latest manufacturing and production process technology, Protec is unrivalled in its commitment to excellence.

At Protec we don’t just perform the required functional and operational tests, our Customer Service commitment includes assistance with on-site training of responsible personnel, advice on the different types of systems available, and their limitations in regard to your individual needs, and cost effective quotations for modifications and alterations to existing systems.

Regular Preventative Maintenance

Service contracts are available on the following Protec and non-Protec Systems in accordance to the relevant British Standards:

  • Smoke detector
    Fire Detection Systems

    Service and Maintenance provision is based on a preventative approach which includes the Inspection and Test of your installed systems for our Standard Maintenance Contracts, which has a proven record of reducing the rate of “False Alarms”. Our base contracts are listed below, however, we can tailor contracts to your specific needs.

    • Compliant with BS 5839
    • Basic Inspection and Test
    • Standard Service
    • Comprehensive Contract to Include Call Outs and Parts (Terms Apply)
    • 5 year manufacturers warranty on Protec manufactured equipment (Call for Details)
  • Fire alarm maintenance
    Fire Alarm Special Inspection

    An optional special inspection is also available on the fire detection system to ensure compliance with the British Standards BS 5839-1 section 46.2 which is recommended when a service provider takes over the maintenance of an existing fire detection system.

    • Compliant with BS 5839
  • Emergency Lighting
    Emergency Lighting Systems

    All aspects of Emergency lighting systems, including self contained, central battery and static systems are serviced and maintained in accordance with:

    • British Standards: BS 5266-8 (BS EN 50172 Emergency escape lighting systems)
    • British Standards: BS 5266-1 Emergency Lighting – Part 1 : Code of practice for the emergency lighting of premises
  • PA System
    Voice Evacuation / Public Address Systems

    Voice Evacuation & Public Address systems and associated audio
    systems are maintained to:

    • British Standards BS 5839-8
  • Emergency Voice Communication Systems (EVC)
    Emergency Voice Communication Systems (EVC)

    Emergency Voice Communications are maintained in accordance with the recommendations:

    • British Standards: “BS 5839-9 (Section 5 – Maintenance) Fire detection and fire alarm systems for buildings”. (Part 9: Code of practice for the design, installation, commissioning and maintenance of emergency voice communication systems).
  • Audio Frequency Induction Loop System
    Audio Frequency Induction Loop Systems

    Audio Frequency Induction loop systems are maintained in accordance with the following standards :

    • British Standards BS 7594
    • British Standards BS EN 60118-4
  • Gas suppression companies
    Gas Suppression Systems

    Gas Suppression systems serviced and maintained by our dedicated F-Gas educated and authorised engineers in accordance with the recommendations:

    • BS ISO 14520 Part 1 for Halocarbon & Inert Gases including FM-200, FE-13, Argon, Argonite & Inergen;
    • BS 5839-1
    • BS 5306 Part 4 Clause 8
  • Fire extinguisher supplier
    Fire Extinguishers

    Protec have grown considerably within the fire extinguisher market over recent years, and have become one of the main players in this market.

    This has given us considerable growth on a national basis and allows us to compete for large corporate contracts and also deliver a great deal locally in our individual regions.

    Many of our engineers are multi-skilled due to their desire to progress and increase our service levels. This allows us to offer highly competitive rates to smaller premises where our engineer will service the following on one visit: Ansul system, Fire extinguishers, Fire alarm, Emergency lights.

    • Serviced to BS 5306 Part 3 & BS 5306 Part 8 for install.
    • All engineers are FETA, IFEDA or BAFE certified.
    • IFEDA refresher training every 3 years in accordance with British Standards.
    • Engineers QA and BSI checked every 12 months.
  • Kitchen Suppression Systems
    Kitchen Suppression Systems

    Protec are one of the UK’s largest authorised distributors of the hugely popular Ansul R-102 Kitchen Fire suppression systems. This is a wet chemical flood system which protects your critical cook area 24/7. It is fully mechanical, but can be linked to the Fire alarm and Gas shut off valves.

    • Serviced & installed to UL300 standards
    • Engineers QA checked every 12 months

    The Ansul R-102 Kitchen Fire suppression system is now also the preferred recommendation from the major insurance groups, such as AIG, due to its extreme effectiveness at dealing with a potentially catastrophic fat fire, and the ease with which it can be cleaned in order for normal operations to resume.

    We have a network of installation and maintenance technicians across the UK, and offer the following services:

    • Fast efficient Survey / Design and quote
    • Bespoke total flood systems
    • Supply / Installation / Commissioning
    • Maintenance / Modifications / Overhauls
  • Fire Sprinkler check
    Sprinkler Systems

    Service and Maintenance of Automatic Sprinkler Installations, Medium and High Expansion Foam, Low and High Pressure Water Mist systems, Hose Reels, Hydrants and all associated water supplies.

    • Registered by the Loss Prevention Council Board (LPCB) as LPS 1048 Sprinkler Installers approved to Level 4.
    • Registered by LPCB to comply with the requirements of ISO 9001 Quality Assurance Systems.
    • Fire Protection Installations are maintained in accordance with various international standards including Loss Prevention Council (LPC) (UK), National Fire Protection Association (NFPA) (USA) and Factory Mutual Insurance (FMI) (USA).
  • Gas Detection Installers
    Gas Detection

    Inspection & calibration servicing and maintenance of fixed gas detection systems covering: toxic; flammable; oxygen depletion; and oxygen enrichment; are dealt with by our own dedicated technicians.

    We can also supply a wide range of monitoring equipment sourced from our supply partners ensuring our customers receive the best-engineered gas detection systems.

    • Industry standards
    • Flameproof and intrinsically safe
    • EH40/2005
  • Security Systems (Intruder, Access Control & CCTV)
    Security Systems (Intruder, Access Control & CCTV)

    Our dedicated Customer Service Department is committed to ensuring excellent standards of customer care, providing professional support and technical back-up services which are second to none.

    This offers servicing and a callout response in line with NACOSS requirements for Intruder, Access Control and CCTV Systems in a highly organised and efficient manner.

    Our electronic security systems for commercial, retail and industrial premises are designed to individual client requirements. All Protec security systems are installed and serviced to current European and British standards by fully qualified engineers. The use of advanced microprocessor technology offers maximum flexibility while remaining simple, cost effective and user friendly.

With a service and maintenance contract provided by Protec, you can be sure of the highest possible standards of service provision on a truly National Basis by our team of over 230 educated service engineers. A true 24 hour 365 day per year call out service is provided to all contracted customers. With call centres permanently manned our assistance is only a phone call away.

Service and Maintenance provision is based on a preventative approach which includes for the Inspection, testing and preventive maintenance your installed systems for our Standard Maintenance Contracts, which has a proven record of reducing the rate of “Unwanted Alarms”. Our base contracts are listed below, however, we can tailor contracts to your specific needs.

  • Basic Inspection and Test
  • Standard Preventive Maintenance
  • Comprehensive Contract to Include Call Outs and Parts (Terms Apply)
  • Extended 5 Year Warranty for Customers with Protec 6000 Series systems (Call for Details)
reactive maintenance

To demonstrate confidence in our product, we provide extended warranty on our Protec manufactured Algo-Tec™ 6000 equipment. When a Protec maintenance contract is in place, we warrant all the Protec Algo-Tec™ 6000 equipment we manufacture for 5 years.

If, during a service visit, the Protec Service Engineer suspects any Protec manufactured Algo-Tec™ 6000 devices are not working properly, they will be replaced at no cost to the client. Similarly, during the course of a call out, any suspect devices will be replaced at no cost, with only the normal labour and travelling time charged at standard agreed rates.

Security system warranty

Protec Fire Detection has a Nation-wide network of Client Account Managers and Regional engineering managers to provide help, advice and support to our existing and prospective customers. Our managers are available to carry out site surveys and discuss requirements for:

  • System Maintenance
  • System Additions
  • New Systems
  • System upgrades
  • Advice after Fire Risk Assessments

Our team of managers are also available to attend contract management meetings and are able to provide detailed reports on the progress of your contracts which include, preventative and reactive maintenance, Response Times, Problematic Sites, obsolete systems and any Costs which may have been incurred. These services can be provided for any size of contract.

Should you wish to book an appointment or arrange for a quotation please complete the form below and one of our service advisors will contact you without delay to discuss your requirements.

Protec offers an exceptional team of highly trained service agents to assist you 24 hours a day, 365 days a year. By going to the ‘Contact Us’ page and inputting the postcode of your location, this will help you find the relevant callout procedure based on your location and the system you require assistance with. When placing a service call, please ensure that you have the postcode of your site to hand and wherever possible your site reference number (six-digit number). If you don’t have your site reference number to hand, don’t worry, your postcode should be good enough.

Fire alarm repairs

Our after sales service and commitment to the customer and the Fire Protection Industry is the reason we have regular customers who value our service and quality.

As part of this commitment we can now offer a wider range of fire safety services including fire training courses for our customers to meet the needs of the Regulatory Reform (Fire Safety) Order 2005 and provide training for their staff at various levels of seniority.

This training will not only safeguard your staff and visitors but will provide an insight into how you can protect your premises and business in terms of disaster planning and mitigation, and this may be a requirement of your insurance body.

If any customer requires a tailored made package for their organisation or industry we can create a bespoke course made to suit your specialised needs.

All our training and fire training advice is conducted by ex Fire Officers.
These courses may achieve accreditation by approval bodies dependent upon content, either with the Institution of Fire Engineers (IFE) or The Institute of Fire Safety Managers (IFSM).

Further to the changes to the Fire Safety Legislation, implemented from the 1st October 2006, together with the Regulatory Reform (Fire Safety) Order 2005 (RRO) the “responsible person” for each non domestic premise will be required to carry out an assessment of the risks from fire and then implement steps to reduce or remove these risks.

This process includes identifying fire hazards and who is at risk, whilst also reviewing items such as the means of Escape, Fire Training, Fire Safety Management systems and other issues for example fire extinguisher provision and fixed fire suppression installations.

As part of your active Protec service contract, it entitles you to your own Customer Account Portal. This innovative cloud-based service enables you to access your customer service contract at any time, giving you full access to:

  • Contract details
  • Expiring Contracts
  • KPI reporting
  • PPM scheduled visits
  • Reactive visits
  • Quotations
  • Site documentation
  • Device test schedules
  • Callout logging

You can find out more about this user-friendly tool here

Cloud Based Customer Account Portal
Contact Protec Today

Contact our sales team call 01282 717171 – or email

Why Choose Protec?


Sectors We Operate In

Protec Fire and Security Group Ltd boast many projects completed across many industry sectors. Through its various company brands the case studies below are examples of how we have applied our services in the various industry sectors across the world.

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