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PURPOSE CARE SUPPORT

Ongoing technical support and maintenance to ensure your home is at its best.

SUPPORT AND MAINTENANCE

CARING FOR YOUR HOME

Service is the core of our business. Through our forward-thinking system designs, our goal will always be to provide you with a final product which offers consistency and reliability. However, technology is NOT bulletproof. Home technology require ongoing maintenance & support as software, firmware and features are regularly updated by the manufacturers.  Further and notwithstanding our pro-active approach to designing systems that are protected from surges, brown outs, power failures and heat, some of the pieces of equipment that make up your system will eventually fail.  

At Connected Homes we understand how frustrating electronic failures can be and that is why we are committed to providing ongoing support, service and consultation in order to reduce and resolve these failures quickly.  The service we provide, however, is not all-inclusive to the cost of your new system.

Think about your new system like a car.  Whether you spend $10,000, $50,000, or $100,000 on a car you understand that oil changes, tires, brakes and preventative maintenance are necessary and expected. There is also peace of mind knowing the dealer has professional technicians to perform the service and answer the questions you may have.  Connected Homes is set up to provide that peace of mind with technicians ready to look after your technical needs.

That is why we have designed 4 levels of service to meet your budget and service expectations. You can choose to utilise Connected Homes’s service and support on needs basis or you can choose 1 of our 3 pre-set service plans which can be billed monthly or yearly.  These service plans will give you comfort knowing your investment will have longevity and peak performance, and when you have questions you have someone to turn to for a clear and speedy response.

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CONNECTED HOMES INSTALLATIONS INCLUSIONS

All Connected Homes Installations come with the following:

 

90 Day Installation Guarantee 

After 90 days systems that malfunction as the result of firmware or product failure are subject to standard service rates.

One complimentary Service Call or Training Session*

Scheduled within 6 Month of Initial installation date.   *some restrictions apply

TYPES OF SUPPORT SERVICE

EMAIL - Free

Please allow up to 24 hours for a response

PHONE - Free
During Business Hours 
After Business Hours  - Requires a Service Plan

TEXT MESSAGE 
Requires Service A Plan  

ON-SITE SERVICE CALL 
$330 Minimum Charge  
+ $150 / hour after the second hour

 

REMOTE SYSTEM MONITORING 
Requires Service Plan & Specific Hardware

REMOTE SYSTEM UPDATES 
$220 / hour (1 hour Minimum) 

CUSTOM PROGRAMMING CHANGES 
$220 / hour (1 hour Minimum)

ANNUAL SERVICE & SUPPORT PLANS

GENERAL SUPPORT - $500 per annum

  • Unlimited Phone & Email Support  

  • 1x Two hour On-Site Service Call Per Year (Value $330)

  • 0% Off All Billable Service Call Labour    

  • Minimum of 5% Off all new purchases

  • One annual system/firmware update and/or system change  (does not include new custom programming) 


PRIORITY SUPPORT & MAINTENANCE - $1,000 per annum

  • Unlimited Phone & Email Support  

  • 2x Two hour On-Site Service Call Per Year (Value $660)

  • 10% Off All Billable Service Call Labour

  • Minimum of 5% Off all new purchases

  • 24/7 Peace of Mind Remote Monitoring*

  • Connected Homes Remote Access & Support Service

  • Half yearly on-site cleaning of all onsite cameras (up to 8)

  • Half yearly system/firmware updates and/or system changes  (does not include new custom programming) 

CONCIERGE SUPPORT & MAINTENANCE - $2,000 per annum

  • Unlimited Phone & Email Support  

  • 4x Two hour On-Site Service Calls Per Year (Value $1,320) 

  • 10% Off All Billable Service Call Labour

  • Minimum of 5% Off all new purchases

  • 24/7 Peace of Mind Remote Monitoring*

  • Connected Homes Remote Access & Support 

  • Quarterly On-Site Scheduled Maintenance Service Call

  • Quarterly system/firmware updates and/or system changes  (does not include new custom programming)

  • Priority Support


All Service Plans are an annual contract.
* Requires specific hardware