Services

Service plans

We stand by a commitment to provide an excellent experience to you at every stage of our relationship with you. Our access control systems aftersales service and support is truly game-changing. 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.

From year two onwards, you have the option to continue with TLJ Prime or upgrade to TLJ Premium. Compare the plans below:

Service No plan Prime plan Premium plan
Support Ticket assistance


24/7 365 ‘Log a Call’ phone support


Remote dial in assistance


Automated cloud back up


Extended hardware warranty*


Emergency call outs included**


Annual Full site lock set battery change


5% Discount on key card re-orders


Upto 50% discount on peripherals



* Extended warranty covers specific hardware only

** Emergency call outs are at the discretion of TLJ

Even without one of our service plans, we won’t leave you stranded. Our online support ticket system assists customers without a Service Plan, with typical response times between three to five working days.

Download our Service Plan brochure

or contact us for more information.

What if...?

We’ve put together some frequent scenarios you may want to consider when assessing whether to take one of our great value service plan options.

Scenario No plan Prime plan Premium plan
“It’s Christmas Eve and the front desk encoder has broken!” Online support ticket requests only and we will respond to your query within five working days. Log a call with our 24/7/365 HelpDesk, we’ll aim to resolve the issue remotely. In the event of a fault, we will arrange a chargeable replacement and temporary measures. Support as with our Prime Plan, but replacements are not chargeable, saving you up to £500 depending on version.
“The front door reader won’t accept guest key cards, so it’s being wedged open” Online support ticket requests only and we will respond to your query within five working days. Log a call with our 24/7/365 HelpDesk, we’ll aim to resolve the issue remotely. In the event of a fault, we will arrange a chargeable replacement and temporary measures. Support as with our Prime Plan, except once the TLJ diagnostics have been completed, a free emergency call out will be arranged. Any parts will be discounted by up to 50%, saving you over £1000.
“I have a suspected faulty battery lock, and we are full tonight!” Online support ticket requests only and we will respond to your query within five working days. Log a call with our 24/7/365 HelpDesk, we’ll aim to resolve the issue remotely. In the event of a fault, we will arrange a chargeable replacement and temporary measures. Support as with our Prime Plan, but replacements are not chargeable, saving you up to £225 depending on model variant.