Connected Homes
Here to support your home
Connected Homes SUPPORT AND MAINTENANCE
CARING FOR YOUR HOME
Scope of Services
Connected Homes is a small, local Australian business. While we operate during standard business hours, we will make every effort to assist with urgent support requests outside these hours.
This document outlines the remote and onsite support services provided by Connected Homes for home automation systems, including:
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Network, Wi-Fi and Internet
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Security, Access Control and CCTV
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Lighting and Environmental Control
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Motorised Shades
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Audio-Visual Systems and Home Cinemas
Support Hours
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Standard Support: Monday to Friday, 8:00 AM – 6:00 PM (AEST).
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After-Hours Support: Available outside standard hours and on weekends at additional rates.
Service Options
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Phone and Email Support:
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Troubleshooting and issue resolution via phone or email.
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Best-effort response during standard support hours.
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Remote System Support:
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Requires PG Remote Management Boffin Box
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Troubleshooting and issue resolution via phone, email, or remote access.
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Best-effort response during standard support hours.
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Onsite Support:
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Technician visits for issues unresolved remotely.
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Best-effort response during standard support hours.
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Response Times
Connected Homes is a small, local team. While we do not offer guaranteed after-hours support, we will do our best to assist with urgent requests.
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Standard Requests: Best-effort response within standard support hours.
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After Hours Urgent Support: Best-effort response at after-hours rates (for urgent requests only).
Rates
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Call-Out Fee: $220 for installer and $330 for programmer per onsite visit.
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Standard Hourly Rate: $165 per hour for installer and $275 for programmer.
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Travel Fee: $110 each way for locations beyond 35 km
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Remote Services Rate: $55 per 15 minutes
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After-Hours/Weekend Rate: $1,595 includes up to 4 hours onsite, $495 per hour after 4 hours.
Limitations
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This service overview does not guarantee resolution times or availability outside of standard operating hours but ensures best-effort service delivery.
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Service rates apply to assessment, diagnostics, and programming time.
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Hardware replacement costs are not included unless covered under warranty.
Review and Updates
This agreement is subject to review and may be updated at any time without prior notice.
ANNUAL TECH REVIEWS
Our support team provides on-site annual review of your home technology to make sure you are getting the most from your system. From checking devices status to insuring all the equipment and systems are working properly. At the end the review, you receive a full report of any issues we find/fix and recommendations on available solutions.
ANNUAL SYSTEM UPDATES
With technology always changing our annual system updates ensure your home technology is always up to date. Our support team provides on-site annual visit to update all your equipment and software, making sure you always have access to the most current system functionality and features.