Client aftercare plans

Your Aftercare Plans should be as simple to understand as the systems you install. They should also be an upgrade from the service you’re currently providing, which is why we provide 24/7 support on all plans – even Foundation. You set the plan prices, your Level 2 hourly rates and the Level 2 response time to suit your market and your team. You collect and keep all of the monthly fees directly from the client.

Foundation

$0

per month

  • 24/7 FREE 1st Line Support
  • Max 30m wait for 1st Line Support
  • Max 2 Week wait for Level 2 Support
  • No Proactive Monitoring
  • No Ongoing Commitment

Agility

$60

per month

  • 24/7 FREE 1st Line Support
  • Max 30m wait for 1st Line Support
  • Max 24hr wait for Level 2 Support
  • No Proactive Monitoring
  • No Ongoing Commitment
Most popular

Prevent

$120

per month

  • 24/7 FREE 1st Line Support
  • Max 30m wait for 1st Line Support
  • Max 4hr wait for Level 2 Support
  • 24/7 Proactive Monitoring
  • No Ongoing Commitment

Terms and Conditions (set your own pricing and Level 2 response times)

  • Level 1 Support is provided 24/7 by our call centers in London and Salt Lake City and is FREE to all clients. Level 1 Support is defined as:
    • Support provided over phone/SMS/email that does not require specific knowledge of the system
    • Assisting with troubleshooting, device reboots and workarounds
  • Level 2 Support is chargeable and is defined as any or all of the following:
    • Support provided over phone/SMS/email that requires specific knowledge of the system
    • Support provided using remote connection services like Domotz, VPN, screen sharing, etc
    • On-site support
  • Level 2 Support is charged at the following rates:
    • $150 per hour during normal business hours
    • $250 per hour outside normal business hours
    • Normal business hours are between 8am and 6pm, Monday to Friday
  • Access to Level 2 Support:
    • Level 2 Support is provided outside normal business hours to Agility and Prevent plan clients only, between 6am and 10pm, 7 days a week, with a maximum response time of 24 hours for Agility plan clients and 4 hours for Prevent plan clients.
    • Before escalating to Level 2 Support, Level 1 Support will agree with you a priority level for your incident, either 'Normal' or 'High'
      • 'Normal' priority incidents will be dealt with during normal business hours on the next business day and charged at standard rates listed above
      • 'High' priority incidents will be dealt with as soon as possible and charged at 'outside of hours rates' listed above
      • For guaranteed same day Level 2 Support, your incident must be reported before 6pm for (Prevent plan clients only).
  • 2 Hour Minimum On-Site Charge -
    • $300 minimum on-site charge during normal business hours (for up to 2 hours on site)
    • $500 minimum on-site charge outside of normal business hours (for up to 2 hours on site)
    • Return visits for same incident are billed at standard hourly rates without a second minimum on-site charge
  • Level 2 Support is billed in 15 minute increments
  • For incidents requiring Level 2 Support, an invoice will be emailed to you upon resolution of the incident
  • Aftercare Plans are required on a 'per residence' basis and each residence can have unlimited users attached to it
  • All Aftercare Plans includes providing Wi-Fi passwords (for homes that we manage the Wi-Fi) up to twice a year at no charge. Beyond twice a year we will make a 15 minute charge. All other passwords (Control4, Netflix, etc) are the responsibility of the client.
  • We will contact you at least once a year to arrange an pro-active on-site service visit to perform system checks, make any programming tweaks necessary and update all device firmware - this typically take 2 hours for a small to medium sized system and therefore costs $300, but we will agree a cost for your system when booking the visit

Support will only be provided through the following channels:
Phone or SMS : +1 333 223 2233
Email : support@yourdealer.name