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FAQs



FAQs


Ordering, Amendments, Cancellations, Delivery & Returns

How can I place an order?


We understand that our products are a little more complicated to order than others, with bespoke system requirements and personalised pegs, things can get a little tricky. So we want to make sure that the ordering process runs as smoothly as possible, ensuring all of your needs are met, whether you are a first time buyer or a regular customer. To do this we have created many ways in which you can order our products, whether it’s for a complete new system or for additional consumables, like access pegs.

Our online shop is a quick and easy way to order or rent any of our products and with the Live Chat available (in the bottom, right corner) any questions you have whilst shopping can be answered instantly by a member of our team. Simply Register or Login to get started.

Should you feel that your order needs a little extra explanation; you can also order via email at sales@keytracker.co.uk and our sales team will be sure to clarify your requirements straight away before inputting the order.

Additionally, should you want to discuss your requirements in more detail or request a quotation before ordering, call our team of specialists on 0121 559 9000 where they will happily guide you through the process.

Please note, that for your peace of mind, after any online orders, you will receive an a call or email detailing and confirming your exact requirements. Please check / notify any changes by return e-mail or telephone. This is to ensure that your order is correct before your order is processed.
Additionally, should you order a complete system via the online shop, we will be sure to contact you before the order is processed and payment is taken, just to ensure that all of your requirements are met before we go ahead with the order. For more information on this please see How to Shop.

How quickly will I receive my order?


Should the order be placed before 12pm, all consumable orders will be delivered the next working day (excluding Saturday). For larger system orders, such as a Mechanical Peg in-Peg out board, you will receive your order within 3-5 working days, subject to stock availability.

In the unlikely event that a problem should arise, resulting in a delayed delivery, a member of our team will contact you immediately to inform you of the estimated delivery date.

For information on Electronic System deliveries, see the Electronic Systems section below.

What are the delivery options and prices?


Post delivery (Small items- up to 9 access pegs) – order value up to £27 excluding VAT (non-traceable)
Courier Delivery (Small items e.g. consumables) - £8
Pallet Deliveries (Larger items e.g. systems & cabinets) - Size/Weight Dependant

What if I need to amend my order?


All orders are immediately entered onto our stock and accounting management system, with picking and implementation lists issued and actioned, therefore an alteration of any order involves considerable costs and inconvenience therefore a charge of 20% must always apply to altered orders.

This information can also be found in our Terms and Conditions.

What if I need to cancel my order?


All orders are immediately entered onto our stock and accounting management system, with picking and implementation lists issued and actioned, therefore an alteration of any order involves considerable costs and inconvenience therefore a charge of 30% must always apply to cancelled orders, with some charges of up to 100% for bespoke items, such as special cabinets that cannot be reused.

This information can also be found in our Terms and Conditions.

What is your returns policy?


If you receive any damaged goods please contact us immediately on 0121 559 9000 or e-mail sales@keytracker.co.uk and we will replace them if reported within 7 days of receipt.

Any replacements are invoiced again and then refunded once the damaged goods have been returned.

What are your online payment policies?


Our online shop allows you to choose to pre-pay or be invoiced if your company already has a credit account open with our accounts department. We accept all major credit and debit cards, however your security is paramount to us so we will telephone you for your card details, please note we do not store or hold any payment card information.

Please see How to Shop for more information on ordering online.

Will you fit the system for me?


All Electronic Systems will be installed by one of our specialist installation engineers. Installation will take place on a day to suit you and can take up to a day depending on the size of the bespoke system.

Typically, Mechanical systems are delivered to be installed by you. If required, we can fit your Mechanical Peg in - Peg out System/s for you however there will be an installation charge payable. We will liaise with you regarding dates and a time to suit your requirements.

For more information on this please see Installation.



General

I only have a handful of keys but want to restrict access to them; can I do this without investing in a large system?


No matter how big or small your key and asset management needs, we can provide a system for you.
For smaller amounts of keys our Mechanical Systems and Single T1 units are best. The Mechanical Peg in-Peg out board can hold up to a minimum of 5 keys/ key bunches in a single track and can be rented for as little as 10p per key per week.

If you have an even smaller amount of keys (e.g. 1-2) and don’t wish to rent/purchase a Mechanical system, the Keytracker Single T1 unit is available to rent or purchase individually and can be wall mounted to securely hold a single key or key bunch.

For more information on these products, or to buy or rent please see Mechanical Key Systems in our products.

Can I track keys without a Keytracker System?


We have developed a bespoke software package called Key Control Software, a simple yet powerful key tracking web application that means you do not have to use a Keytracker system to keep track of where your keys are.

This software can either be purchased and installed into an existing server or hosted via Keytracker online.
To find out more about Key Control Software please see Software in the online shop or give the team a call.

Can I restrict access to larger tools and equipment that aren’t operated by keys? (e.g. a ladder)


The Keytracker Single T1 unit is ideally designed to enable the security of larger items such as ladders and other similar equipment. The Keytracker Single T1 unit is available to rent or purchase individually and can be wall mounted to securely hold a single key or key bunch. For more information, or to buy or rent the T1 Unit please see Mechanical Key Systems in our products.

Can I see how a Keytracker System can work for my company before committing to a system straight away?


Here at Keytracker, we always want to ensure that you understand exactly how our products can work for you, enabling you to make the most informed decision possible.

We are able to offer a no obligation, 1 months free trial for any of our Mechanical systems and Key Control Software should you want to experience firsthand how they can improve your key and asset management problems. To find out more please contact us or fill out an Enquiry Form explaining your requirements and a member of our team will get back to you as soon as possible.

Unfortunately we cannot offer free trials of our Electronic Systems however; we are able to offer onsite demonstrations from one of our product specialists.
An onsite demonstration is a great way to learn more about the system and the ways in which we can tailor it to suit your needs. Additionally, these demonstrations are the perfect way to present the system to key decision makers within your company.

Should you want to arrange an onsite demonstration please contact our team or fill out an Enquiry Form and one of our Business Development Managers will contact you to arrange a convenient appointment and talk through your requirements.

How can I secure and track smaller equipment that isn’t operated by keys? (e.g. laptop, ipad)


Our electronic lockers and cabinets offer a simple and effective way to secure, track and manage shared portable equipment. Accessed by simply entering a pin code or swiping an access card at the control panel, the electronic lockers will grant authorised users access to the keys and/or equipment stored within the unit.

Additionally the iLockerz product range allows you to offer effective laptop loans, secure BYOD storage, charging facilities, and automated key management 24 hours a day, ensuring that your important portable assets are always accounted for. To find out more take a look at iLockerz or see www.ilockerz.com and contact a member of the team today.

Are there opportunities to resell Keytracker products?


We currently have a number of resellers, distributors and agents that offer our products globally to customers around the world. Should you like to be considered to resell our products, please see the Resellers page for more information.



Mechanical Systems

Can I restrict access to certain keys on a mechanical board?


To increase security further, we are now able to offer mechanical pegboards that can restrict access to certain keys. By using different tracks, we have created a way to give management the ability to access the entire board with our specific management access pegs, whilst employees are able to only gain access to certain tracks. To learn more about these restricting track mechanical boards please contact the team or fill out an Enquiry Form today.

Should you already have a mechanical board that restricts access you can order additional Management Access Pegs via our online shop.

What happens if a staff member needs to gain access to more than one set of keys?


The main reason for introducing a Keytracker is to manage and control the use of keys within the workplace; if your employees need to access more than one set of keys at a time to do their job then there are a couple of options:

1) The keys can be bunched together and stored on one retaining peg so the employee takes the whole bunch and can use the keys as necessary.
2) The employee can be issued as many access pegs as they need. These can be engraved all the same or in sequence whichever suits your organisations process best.
3) In the case of new and used car sites there will normally be a set of access pegs used specifically for “Site Moves” engraved with SM and used specifically when the pitch is moved round, the Sales Manager will distribute these prior to the move and collect them back in once it has been completed.

Do I need a cabinet?


The mechanical Keytracker boards have a stainless steel frame that includes pre-drilled holes to allow for fixing to any solid surface. If the location of your board is in a secure area you may not need a cabinet, or if you are required to secure keys in a safe overnight you can use a wall mount which allows the board to be situated in an area safely during the day and simply lifted off the wall mount and put in the safe overnight.

Our bespoke steel cabinets are designed specifically for use with the mechanical boards and the sizes vary dependant on the board height. The standard range will hold a board on the back of the door as well as in side therefore doubling the key capacity if required at a later date. The self-closing cabinets include four-point night shoot bolts for additional security overnight and we can assure you that whilst some cabinets have been mutilated by those intending to access keys unlawfully, no keys have ever to our knowledge actually been taken before the thieves have been either intercepted or deterred by the police.

Where can the system be fitted?


Cabinets or system boards can be fitted anywhere as long as fixings can be secured. We have supplied and installed both in temporary buildings, vehicles, boats, gate houses, temperature controlled rooms as well as conventional hollow and solid walls.



Electronic Systems

How long will it take to receive my bespoke Electronic system?


Delivery can vary for our Electronic Systems due to the bespoke nature of the product. Larger systems, and cabinets with additional access methods may have a longer build schedule than a standard system. However, an estimated delivery date will be advised once the order has been confirmed.

How can I increase security of the keys in my Electronic System?


All of our Electronic Systems come with the Pin Code access method as standard. However we do offer a range of additional access methods that help to increase security such as Swipe Card and Fingerprint Access and additional accessories such as the Alcosentry Breathalyser unit. Additionally, the Restricted Key Access System physically locks the keys into the board to increase security; ensuring staff only have access to authorised keys. For more information on this please see Restricted Key Access Electronic System.

What operating system do I need to work with an electronic system?


Server minimum requirements
To successfully install and run the Webman II software your designated server must satisfy the following minimum requirements:

Required Hardware:

Operating system: Server 2005, 2008 and Server 2012 including all essentials, Windows XP onwards, all versions listed in 64 or 32 bit architecture and all service packs

CPU: x86 or x64 architecture (Intel or AMD) 1.5 GHz or higher

Memory (RAM): at least 1.5 GB

Hard disk space: approx. 500 MB

Required software (approved):
Microsoft .NET Framework 4.0
Microsoft Internet Information Services IIS Version 6 or 7.
Microsoft Report Viewer 2010.
Microsoft SQL 2005, 2008 and 2012 or Microsoft SQL Express 2005, 2008 and 2012 and all revisions




Have you found the answer to all of your questions?
We do our best to ensure that the answers to all of your Keytracker questions are a simple click away. However, should you want to find out more please contact the team today on 0121 559 9000 or email us at sales@keytracker.co.uk. Alternatively, you can use the live chat to receive an instant reply from a member of our helpful team.




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