Request
The client shares the need, site, system, photos and goal.
Company information
Frequently Asked Questions
A process-based guide to how Willdor handles requests, visits, proposals, approval, execution, changes, closeout and post-installation support.
Quick view
The typical Willdor workflow
The process can vary by service, site and urgency, but this is the normal path for keeping projects clear and traceable.
Visit or assessment
Willdor reviews site conditions, existing equipment, access, power, network and restrictions.
Proposal
Scope, equipment, quantities, locations, pricing, assumptions and exclusions are defined.
Approval
The client approves the applicable proposal and documents before execution is scheduled.
Preparation
Access, work windows, permits, internet, credentials and authorized contact are confirmed.
Execution
Willdor installs or performs the service within the approved scope.
Closeout
Function is validated, the user is oriented when applicable, and acceptance is confirmed.
Support
Post-installation support runs through an active plan, ticket or approved work order.
1. Initial request
Before the visit or assessment
The better the initial request, the faster Willdor can determine whether a visit, remote review, proposal or support path is needed.
What is the first step for a new project?
Share the main need: space type, required or existing system, site location, project goal, urgency, available photos and best contact. Willdor then decides whether remote assessment, site visit or more information is needed.
What information should I send at the beginning?
Include site address or area, client/property type, requested service, available schedule, affected areas, existing equipment, internet provider if relevant, photos of racks/equipment/screens/cameras and any building limitations.
Does an initial request authorize work?
No. A conversation, form or initial visit does not by itself authorize installation, purchasing, formal scheduling or billable support. Work is authorized through an accepted proposal, SOW, work order, support plan or other applicable document.
Can Willdor recommend a solution without visiting the site?
Sometimes. If photos, plans and information are sufficient, Willdor can provide preliminary direction. Projects involving cabling, mounting, racks, networking, cameras, building approvals or unknown conditions usually benefit from a site review.
2. Technical visit or assessment
What is reviewed before proposal
The visit documents conditions that affect price, schedule, safety, scope and future support.
What does Willdor review during a technical visit?
Installation areas, cable paths, mounting points, power, network/ISP, racks or cabinets, existing equipment, Wi-Fi coverage, access, allowed work hours, building restrictions and project risks.
Who should be present during the visit?
A person with site access and basic operational knowledge should be present. For commercial projects, an authorized decision maker or person who understands priorities, critical areas and business restrictions is preferred.
What if an area cannot be accessed?
If a room, ceiling, rack, unit, technical area or mounting zone cannot be reviewed, the proposal may rely on assumptions. If the real condition later changes the scope, an adjustment or change order may be required.
Does the visit confirm that the site is ready?
Not necessarily. The visit identifies conditions, but before execution Willdor still confirms access, work windows, power, internet, approvals, credentials and building requirements.
3. Proposal
What should be clear before approval
The proposal is the practical technical scope document: what is installed, where, with which equipment and under which conditions.
What does a Willdor proposal include?
It usually includes technical scope, equipment, quantities, locations, included services, price, assumptions, exclusions and relevant notes. For formal projects, the proposal may be incorporated by reference into the SOW.
Does the proposal include everything the client imagines might be needed?
No. The proposal includes what is written in the approved scope. Items not expressly stated, hidden conditions or later requests may be outside scope and require additional review.
What exclusions are common in technical projects?
Unless expressly stated, common exclusions include high-voltage work, permits, inspections, stamped plans, construction, wall opening/repair, asbestos/lead remediation, ISP/carrier failures, data recovery, forensics, central monitoring, emergency dispatch and fire/life-safety systems.
Why are assumptions and dependencies included?
Schedule and cost depend on real conditions: material availability, building access, power, internet, permits, credentials, approvals and third parties. If those conditions change, execution may also change.
Is the proposal the same as a contract?
Not always. For simple projects, the proposal and stated acceptance may be enough. For formal projects, the proposal describes technical detail while the SOW/MSA or applicable work order defines execution, payment, changes and acceptance.
4. Project approval
Authorization before purchasing, scheduling or installing
Willdor should not begin formal work without acceptance of the applicable document. That protects the client and prevents out-of-scope work.
What documents can authorize work?
Depending on the case, an approved proposal, Statement of Work / SOW, support plan addendum, ad-hoc work order, change order or written authorization accepted by both parties may be used.
What is the MSA?
The MSA is the general service framework. It covers ordering documents, responsibilities, changes, acceptance, support, privacy, limits, payments, warranties and other terms that apply to the work relationship.
What is the SOW?
The SOW is the document for a specific project. It defines how that project is executed: payments, acceptance, changes, exclusions, schedule, key deliverables and its relationship to the approved proposal.
What is a Notice to Proceed?
It is the confirmation that Willdor may move forward with scheduling, purchasing or onsite work once the applicable document is accepted, required deposit or authorization is confirmed, and site prerequisites are met.
What if documents conflict?
The signed documents define order of precedence. Practically: a change order controls the specific change; the SOW or work order controls the covered scope; the support addendum controls support plans; and the MSA acts as the general framework.
5. Scheduling and preparation
What must be ready before the crew arrives
Many delays come from access, power, internet, approvals, credentials or areas not being ready, not from the installation itself.
What does the client need to prepare?
Safe site access, agreed work windows, adequate power, mounting surfaces, network points, reasonable environmental conditions, active internet when applicable, required credentials, permits/approvals and an authorized decision maker.
What if the site is not ready on the scheduled day?
Willdor may need to reschedule, document waiting time or additional visits, or issue a change order if lack of readiness affects work, schedule or cost.
Can Willdor work nights or weekends?
Yes, when the project requires it and it is agreed in advance. Special work windows may require additional approval, building coordination or different commercial conditions.
Who provides router, cloud, NVR/DVR or account credentials?
The client should keep ownership/control of accounts and provide credentials through secure methods when needed for the authorized scope. Willdor may recommend password vaults or managers.
What dependencies can move a date?
Material availability, building access, inspections, approvals, ISP/carrier issues, third-party products, site conditions, force majeure or client-requested changes.
6. Installation or execution
How field work is handled
Execution should match approved scope and good industry practice for low-voltage services.
What counts as a deliverable?
Deliverables are tangible outputs defined in the proposal, SOW or work order: installed equipment, configurations, documentation, diagrams, basic tests or as-built documentation when applicable.
Can Willdor use subcontractors?
Yes. Willdor may use subcontractors for parts of the services when needed, while remaining responsible for performance under the applicable documents.
Does Willdor perform high-voltage electrical work?
Willdor focuses on low-voltage technology. If a project requires high-voltage work, permanent panel connections, breakers or conduit reserved for electricians, that scope must be written and handled by properly authorized/licensed personnel or excluded.
Does Willdor install or monitor fire/life-safety systems?
Not under normal scope. Unless a specific written agreement says otherwise, Willdor does not design, install, repair, maintain, certify or monitor fire alarm/life-safety systems, nor provide automatic police or fire dispatch.
7. Changes, rescheduling and emergencies
Cost and schedule control
Changes are documented before execution to protect budget, dates and expectations.
What is a change order?
A change order authorizes changes to scope, quantities, locations, schedule, requirements, price or deliverables. Out-of-scope work should not be performed without prior client approval.
What are examples of scope changes?
New cameras or screens, extra cable paths, location changes, hidden conditions, after-hours work, unavailable areas, additional equipment, unexpected integration or building requirements not disclosed at the beginning.
What happens with late cancellations or rescheduling?
If cancellation or rescheduling happens late, incurred costs for materials, reserved labor, logistics or replanning may apply according to the approved document.
What if there is an operational emergency?
If an incident threatens operations, safety or property, the client may authorize emergency stabilization. Willdor may then issue a work order or change order to complete the solution.
8. Testing, acceptance and closeout
When work is considered complete
Closeout should not be vague. The work is validated against the approved purpose and accepted through a traceable confirmation.
What is UAT or functional validation?
It is basic functional testing according to the service. It confirms that the installed work or system functions according to the purpose described in the approved proposal or scope.
What is a closeout or acceptance record?
It is the project closeout confirmation. It may be completed by signature, email or message from the authorized contact, depending on the applicable document.
What if the client uses the system without reporting issues?
Under the reference documents, if the client uses the system in normal operation or does not report specific and reproducible issues within the defined period, the work may be considered accepted.
Does Willdor orient the end user?
When applicable, a brief end-user orientation may be included for basic operation, access, next steps or proper use of the installed system.
What if an issue appears after closeout?
The symptom should be documented and support should be opened. Whether it is workmanship, manufacturer warranty, external damage, misuse, third-party impact or out-of-plan support depends on review and the applicable document.
9. Post-installation support
Plans, tickets and ad-hoc work
After installation, support is requested through an active plan, ticket or approved work order.
How do I request support after installation?
Open a request through the official form or contact Willdor by official phone/email. Every support request is registered as a ticket before work begins.
Which systems does a support plan cover?
Support covers only systems listed as covered: CCTV and video surveillance, signage, LED, data networks, audio/video systems or other equipment indicated in the approved support scope. Systems not listed are out of plan.
What is the difference between a support plan and ad-hoc support?
A plan defines covered systems, response targets, included remote or onsite support, limits and exclusions. Without an active plan, support may be handled through an approved ad-hoc work order based on availability.
What does response time mean?
Response time means ticket acknowledgment and initial communication. Action time means the start of remote or onsite remediation. Final resolution can depend on third parties, access, approvals and parts.
Does Willdor always send a technician onsite?
No. Willdor prioritizes remote diagnosis and correction when possible. Onsite visits are scheduled when diagnosis justifies them and according to the plan or authorization.
How is remote support measured?
Support documents may measure remote support in time blocks and consume included hours when applicable. Diagnostic time can consume included hours or be billable even if final resolution requires onsite intervention.
What work is normally outside a support plan?
New installations, expansions, relocations, new cabling, civil work, high-voltage work, permits, damage from water/fire/vandalism/surges, ISP/carrier failures, third-party platforms and fire/life-safety systems.
Can Willdor support systems it did not install?
Sometimes. It depends on access, documentation, equipment condition, compatibility, manufacturer limits, credential security and whether the system is added to an approved support scope.
10. Limits, privacy and warranties
Realistic expectations
Technology supports security and operations, but client responsibilities and technical, legal and third-party limits still apply.
Does a security system guarantee absolute protection?
No. Security systems reduce risk, but they do not eliminate the possibility of theft, loss, intrusion, vandalism or business interruption.
Who decides whether a camera or microphone use is legal?
The client is responsible for lawful placement and use of cameras/microphones, notices, consent and compliance with recording, employment, tenant or privacy laws. Willdor can share good practices, but does not provide legal advice.
Does Willdor retain client recordings, logs or backups?
Unless specifically agreed, Willdor is not responsible for long-term retention of video recordings, logs or backups. Storage, retention and internal compliance should be defined according to the system and client needs.
What warranties apply?
Warranties depend on the applicable document. Workmanship is handled according to agreed terms, and equipment warranties depend on the manufacturer/provider. Misuse, third-party changes, power problems, environmental conditions or site modifications may be outside normal coverage.
Who owns equipment and deliverables?
Client data remains the client's data. Equipment, materials and licenses are governed by the applicable documents and payment terms. Willdor keeps its templates, internal methods and tools.
Can Willdor provide insurance evidence?
During active work, Willdor may maintain commercially reasonable insurance and provide evidence of coverage when the project or client requires it.
This page is a general client guide. It does not replace a signed proposal, SOW, MSA, support addendum, work order, change order or legal advice.
Still have a question?
Share the system, site and purpose. Those details route the next step correctly.