Description
| Service | OUT OF PLAN | Essentials Plan | Standard Plan | Preferred Plan | Preferred Plus Plan |
|---|---|---|---|---|---|
| Proactive Network Monitoring/ Management: | n/a | Up to 5 devices | Up to 15 Devices | Up to 50 Devices | Over 50 Devices |
| Secure remote Montitoring/Management: Monitoring network connectivity between devices to ensure a quality reliable connection. | n/a | Yes | Yes | Yes | Yes |
| Remote Device Reboot: Utilizing the latest commercial-grade network management technology enables us to reboot core devices remotely. Plus access to consumer facing App allowing you to easily reboot devices from your mobile device. | n/a | Yes | Yes | Yes | Yes |
| Remote service calls per year: Ability to diagnose and resolve common network problems remotely and securely when they arise. | n/a | 2 | 4 | 6 | Unlimited |
| Maintenance: | OUT OF PLAN | Basic Plan | Standard Plan | Preferred Plan | Preferred Plus Plan |
| Scheduled Preventative Maintenance: | n/a | n/a | n/a | Annual | Annual |
| 1 Hour Site Visit with 25-Point Inspection: Scheduled visit by a technician to do preventative maintenance on your system. A copy of the technician’s notes and results is included. | $135 p/hr | $110 p/hr | $100 p/hr | yes | yes |
| Firmware Updates: Updates to program code and data stored in the memory of installed devices. | $135 p/hr | $110 p/hr | $100 p/hr | yes | yes |
| Refresher Training: Opportunity to go over operation and features of home automation devices. | $135 p/hr | $110 p/hr | $100 p/hr | yes | yes |
| Warranty: | OUT OF PLAN | Basic Plan | Standard Plan | Preferred Plan | Preferred Plus Plan |
| Labor (days): Covers service calls (remote or on-site) on the equipment and network we installed. This includes labor spent replacing faulty equipment covered by manufacturer’s warranty. For new installations or any additional projects/phases following initial installation. | 60 | 90 | 120 | 180 | 1st Year |
| Equipment: Manufacturer’s warranty on installed equipment. Labor spent fixing warrantied equipment is subject to the labor warranty period. | Manufacturer | Manufacturer | Manufacturer | Manufacturer | Manufacturer |
| Labor Rates: | OUT OF PLAN | Basic Plan | Standard Plan | Preferred Plan | Preferred Plus Plan |
| Technician hourly rate | $115 | $110 | $100 | $95 | $95 |
| Programmer hourly rate | $135 | $135 | $125 | $120 | $120 |
| Truck Roll Fee: | $35 | included | included | included | included |
| Other: | OUT OF PLAN | Basic Plan | Standard Plan | Preferred Plan | Preferred Plus Plan |
| Telco/Cable authorization: Sets the dealer up to act as an authorized agent on your cable, phone and internet accounts which enables our technicians to replace and install equipment or call tech support on your behalf. | $135 p/hr | $135 p/hr | $135 p/hr | yes | yes |
| Equipment upgrade discount: Dealer’s discount on certain equipment upgraded by us related to servicing your home’s automation system. | n/a | n/a | 3% | 5% | 7% |
| Audio/Video Calibration | n/a | n/a | Basic | Advanced | Advanced |
| Hours of additional service after labor warranty and during normal operating hours: Includes service calls (on-site or virtual) beyond the allocated maintenance checkups and virtual truck rolls. Additional hours are billed at discounted service rates. | n/a | n/a | n/a | 2 | 4 |
| Access to our full library of online support and tutorial videos on my.techguide.net | n/a | Yes | Yes | Yes | Yes |
| Response Times: | OUT OF PLAN | Basic Plan | Standard Plan | Preferred Plan | Preferred Plus Plan |
| 48 hours | 24 hours | 4 hours | 2-3 hours | 1-2 hours | |
| Texting: only available to 803-951-1690 during normal business hours or after hours and weekends for Preferred and Preferred Plus Plan Members | 9am-5pm M-F Only | 8am-6pm M-F Only | 8am-6pm M-F Only | Extended Evening and Weekend Hours from 9am-9pm: 2-3 Hour Response Time | Extended Evening and Weekend Hours from 9am-9pm: 1-2 Hour Response Time |
| Phone Weekday | 2 bus. days | same or next business day | same or next business day | 2-3 hours | 1-2 hours |
| Phone Night or Weekend | 2 bus. days | next business day | next business day | 2-3 hours | 1-2 hours |
| Onsite Weekday M-F | 7 bus. days | 5 business days | 3 business days | 1-2 business days | same or next business day |
| Onsite Weekend Sat-Sun | n/a | n/a | n/a | $150 p/h | $150 p/h |
