Questions to ask before an access control installation

You've decided an access control system makes sense for your property. Now you need to find the right installer—and that means asking the right questions before they even start measuring your doors. The quality of the answers you get will tell you whether someone has thought through your specific setup or is just following a template.

Does your installer understand your actual entry points?

Start here: describe your property layout and ask them to walk through what they'd secure. A good installer will ask clarifying questions back—how many doors need controlling, which ones get the most traffic, whether any are emergency exits, and if you need different access levels for different people. If they nod along and say "we'll sort it all" without probing, that's a red flag.

Listen for answers that show they've sized up your weak spots. If you mention a side gate they glossed over, they should circle back. If they're vague about which doors would trigger alerts or require manual override in a power cut, they haven't visualised the job. A solid answer includes specifics: "Your front entrance needs a card reader and a pedestrian gate motor; the warehouse door can use a PIN pad since it's less critical; the emergency exit will be push-to-exit only." Evasive answers sound like "we'll install readers where they fit" or "we'll see when we get there."

What happens when the power goes down?

This is South Africa—power outages can and do happen. Ask them directly: what does your system do when the grid fails? Do doors lock, unlock, or stay as-is? Is there battery backup, and if so, for how long will it run? Can people still exit in an emergency?

Good installers have thought this through. They'll tell you whether doors default to locked or unlocked, how long their backup battery lasts (usually a few hours for access readers, longer if you want it), and how you'd manually open doors if the system goes completely dead. They might say: "The main entrance will have a 4-hour battery backup; in a load-shedding event you can still exit via the pedestrian push-button, and we'll provide a manual key override for emergencies."

Evasive answers skate over it: "Oh, the system's pretty reliable" or "we'll add a battery." They're not committing to a plan. If someone doesn't mention load-shedding or power contingency without you raising it, ask them why. If they seem surprised you brought it up, they haven't installed much in SA.

Who maintains this once it's live, and what does that cost?

Ask whether their quote includes ongoing support, how they handle faults, and what you'd pay for service calls. A clear answer breaks it down:

• Routine visits (e.g., reprogramming access cards, battery checks)
• Callout costs if something fails
• Response time for emergencies
• Whether they offer a maintenance contract, and what it covers

Good installers are upfront about this. They might say: "We offer a 12-month warranty on parts and labour. After that, a service call is R450 plus parts; if you want priority support we have a maintenance plan at R200 a month." They should also explain what's your responsibility (like keeping the system powered, not running cables through damp areas) and what's theirs.

Evasive installers say "we'll handle it" without quoting. They might disappear after handover. Press them: if the card reader breaks in month eight, who do you call and what will it cost? If they get uncomfortable or vague, you'll regret hiring them.

Does the installer explain your role in keeping it working?

Ask what maintenance you'll need to do—checking battery backup monthly, keeping sensors clean, updating access lists when people leave, testing the system periodically. A thorough installer includes this in their handover and should give you a simple checklist. If they say "just use it," you're not getting the full picture.

The questions you ask now reveal whether an installer sees your system as a one-off installation or an ongoing partnership. Hire someone who answers with specifics, asks about your constraints, and owns the long-term picture. Strove lets you compare responses from verified installers—get quotes in writing and use these questions to sift through them.