Aftersales and Support
TLJ’s commitment to provide industry leading customer service and aftersales support sets us apart from the competition. Our field engineers and support staff are directly employed by us, no sub-contractors or call centres. They are highly trained, qualified and experienced in all aspects of our electronic smart door locks and access control systems.
We operate two tiers of service plan: TLJ Prime and TLJ Premium. For your first 12 months with us, TLJ Prime is included as standard. Compare the plans below:
| Benefits | Prime | Premium |
|---|---|---|
| Same day support ticket response | ||
| 24/7 365 'Log a Call' phone support | ||
| Remote dial in assistance | ||
| Annual full site lock set battery change | ||
| Annual service of all moving parts annually | ||
| Lifetime hardware warranty* | ||
| Emergency call outs included** | ||
| 15% Discount on key card re-orders*** | ||
| Upto 50% discount on peripherals |
* Extended warranty covers specific hardware only, “Lifetime” refers to a period of 10 years from the date of purchase, regardless of whether the product is later discontinued, made obsolete, or no longer actively sold.
** Emergency call outs are at the discretion of TLJ
*** Ask for your Premium Service Plan Discount when placing a key card re-order.
Next-level tech support
We are committed to providing professional, customer-focused support for our software and technology products, including SaaS platforms, business systems, product firmware, and associated hardware. Our support includes troubleshooting and maintenance to help ensure products continue to operate effectively and reliably. Where replacement parts are required, these will be provided where available; however, associated costs may vary over time due to supplier pricing, availability, or other market factors. Selected hardware products may include a lifetime warranty*, subject to the product remaining live and supported.
TLJ Prime Service plan is included as standard with both our Qlite & Qcloud technology platforms.
