Smart Home Support Solutions

Why are Reactive Callouts not included in the plan?

We have been operating an Aftercare model for over 10yrs now. During this time we have found that a well maintained system and a set of remote access tools reduces the need for callouts.

This is ultimately our goal - to ensure that your system is optimised and that there is minimal to no downtime so that you do not need to call us in the event something does not work.

Previously we had included these visits and found ourselves rolling them over every year because they were not used. We have therefore decided to remove them from the plan and if they are needed they can be booked on an ad hoc basis at a discounted rate.

What is the cost for a callout if I do need an engineer on site?

The cost for a reactive callout is £345 + vat for existing Aftercare clients.

If remote diagnosis proves that it isn’t possible to resolve the issue we will forward you a link to our payment site where you can make an ad hoc payment and we will then arrange a date for an engineer for you.

What if I do not want to sign up for Aftercare and just need a callout?

We offer this service at a higher ad-hoc callout rate for non-Aftercare clients.

Please note that there are no guarantees we can fix your system or resolve your issue during a single ad-hoc visit, as it is not part of an ongoing plan. Without access to critical information such as your software code or networking IP table, our engineers may be limited in their ability to diagnose and troubleshoot effectively. We strongly recommend joining an Aftercare Plan, using ad-hoc visits only as a last resort.

Are there some systems you cannot maintain?

Yes. As a company we have chosen for our engineers to receive training in the core systems we support and these are mainstream systems such as Crestron, Control4 and Lutron for example.

There are some systems which we cannot support as we do not have access to their software or technical support services albeit these are minimal.

During your initial consultation we will review all systems in place to confirm that we can provide you with support prior to you engaging in a plan with us.

Do I have to take the remote access recommendations?

Technology has advanced in huge steps over the past 5yrs. We now have access to systems such as Domotz which allow us to provide you with an enhanced level of remote support and diagnostics.

We also have equipment such as an Aten intelligent power bar which would be installed in your AV rack or central location to allow us to remotely power cycle equipment connected to it.

A combination of these alongside a site based PC allow us to resolve up to 90% of all issues remotely. This in turn removes the need for us to attend the property saving you money and also the inconvenience of having someone in the property.

The recommendations we put forward are not mandatory but if not in place the work we can do remotely is limited and we may therefore require more reactive on site visits which are chargeable.

What documentation will I receive after my visits?

After every Proactive Aftercare visit you will receive a detailed report stating what was checked, what updates were put in place and any issues the engineer has found during the visit.

The report will show how the system was found, what we did to repair it and how it was left. It will also state any recommendations for rectifying these issues.

If additional time or equipment is required then a proposal will be sent for you to consider.

What about future upgrades or new works?

We are able to support you for new project works or upgrades to your existing property. Please just reach out to your Aftercare Manager and they will put you in touch with our sister company, AV Solutions Group who carry out large projects across London & Surrey with a full project team.

If you are moving house we can also assist with decommissioning your existing system and then re-installing in your new property.