Service
TECHNOLOGY SUPPORT YOU CAN COUNT ON
Technology systems occasionally experience disruptions. We want to keep things simple and provide support if your systems experience any of these disruptions. From proactively monitoring and fixing your system remotely to enabling you to reset your own system easily, we have you covered.
Experience the Benefits
Remote Repair
Your system will be accessed remotely and oftentimes repaired without a service call.
24/7 Support Coverage
We’re available to communicate with you in whichever manner best fits your lifestyle.
App Control
You’ll get a mobile app enabling you to fix many of the common issues that technology systems experience.
Discounted Service Call Rates
In the unlikely event that a service call must be scheduled, you’ll receive a preferred rate.
What Can We Monitor?
Whether most of your network connected devices are up and running.
Health of many connected AV devices and light switches (availability may vary depending on manufacturer).
Internet up/down state and average upload/download speeds.
What Can't We Monitor?
Quality of audio/video (a connected network media player may show as online but the audio or video may still be experiencing issues).
Different apps or services within connected network devices (i.e. Netflix not working or Pandora producing an error message within a functioning Apple TV or Sonos player).
Toasters, wicker baskets, toilets, major home appliances (yet), pets, kids, plant life or threats from zombies.
CUSTOMER SUPPORT SERVICE OPTIONS
| BENEFITS | ESSENTIALS | PLUS | PREMIER | ELITE |
|---|---|---|---|---|
| Reactive Remote Repair Upon hearing from you, your system will be accessed remotely and oftentimes repaired without a service call. | ✓ | ✓ | ✓ | ✓ |
| 24/7 Email, Text and Chat Support We’re available to communicate with you in whichever manner best fits your lifestyle. | ✓ | ✓ | ✓ | ✓ |
| 24/7 Phone Support Experience the convenience of a live answer by one of our knowledgeable technicians. | ✓ | ✓ | ✓ | |
| App Control You’ll get a mobile app enabling you to fix many of the common issues that technology systems experience. | ✓ | ✓ | ✓ | |
| Discounted Service Call Rates If we can’t solve your issue remotely, you’ll receive the discounted service plan rate | ✓ | ✓ | ✓ | ✓ |
| Password Management Off-site backup of all system passwords we have created or that have been shared with us. | ✓ | ✓ | ✓ | ✓ |
| Network Maintenance Remote management of your network components | ✓ | ✓ | ✓ | |
| Control4 4Sight Get the most out of your smart home with When>>Then personalization, Intercom Anywhere, Voice Control, and Remote access. $120 per year. | ✓ | ✓ | ✓ | |
| Complimentary site visits for service or support Site visits for service or support at no added charge | ✓ | |||
| Complimentary equipment repairs System hardware repairs includes removal/re-installation for equipment purchased Lifetime from Elite AT LLC, complimentary loaner equipment when available, must be purchased during the original installation** | ✓ | Lifetime | ||
| On-site system checkup We clean air filters, blow out the dust in equipment, test systems, and update your components that can not be updated remotely. | Annual (1 per year) | Semi-Annual (2 per year) | Quarterly (4 per year) | |
| Priority Scheduling Front of the line scheduling. Typically on-site within 48 hours of an issue arising that could not be resolved remotely. | ✓ | ✓ | ||
| Annual WIFI Network Scan On-site review of network speed and coverage | ✓ | ✓ | ||
| Recorded surveillance video footage retrieval We’ll help retrieve surveillance footage if an incident arises (up to 4 per year) | ✓ | ✓ | ||
| Lighting and shade scene reprogramming We’ll update your lighting and shade scene presets (up to 4 hours) | ✓ | ✓ | ||
| Remote Programming Remote programming is needed to keep the system working, update streaming apps, and change divers for firmware updates. | ✓ | ✓ | ✓ | |
| Remote Updates Conduct firmware upgrades/updates remotely to enhance system performance/security. | Semi-Annual (2 per year) | Quarterly (4 per year) | Monthly (12 per year) | |
| MONTHLY FEE | $50/month | $100/month* | $200/month* | $TBD* |
| ANNUAL PAYMENT | $540 | $1,080 | $2,160 | $TBD |
| | | | |
Remote repairs may require additional monitoring equipment. Remote monitoring may not be possible for all devices. System repairs subject to manufacturer warranties and may vary depending on your building’s access rules. See agreement for details. Terms and conditions subject to change with 30-days notice.
* Requires Annual agreement
New programming and system upgrades are billed at current rates. Travel charges may apply for site visits greater than 20 miles from our headquarters. Non-plan members are billed at $175/hr + trip charge for on-site service. Remote service EXCLUSIVELY AVAILABLE with a Performance Plan Above
** Does not cover acts of God, Abuse, Fire, Lighting Strikes, Water Damage.
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