HS TECH GROUP SUPPORT AND MAINTENANCE OPTIONS
We recognize the critical importance of keeping your systems up and running. We have a proven record of servicing various security, audio/video, data and communication systems and welcome the opportunity to offer you the required level of support you need.
Unlimited Telephone Support
Unlimited telephone and on-line support is available Monday through Friday during normal business hours (9AM to 5PM EST) to address maintenance issues. HS Tech Group will attempt to assist you in isolating and resolving any system maintenance problems. If the problem cannot be resolved over the phone, we will schedule an on-site service call. Options are available for on-site service calls as well as after hour calls.
Preventative Maintenance Visits
We offer preventative maintenance inspections based upon your facility’s requirements. We perform these inspections around your schedule during normal business hours and on a routine schedule. These visits are designed to diagnose a situation before it becomes a problem and interrupts the operation of your system. We will perform inspections, cleanings and adjustments as applicable, in accordance with manufacturer’s specifications.
Preferred Response Times
For those Customers that select one of our support and maintenance plans, they will receive a priority response time with access to a 24/7 support number in times of an emergency. Critical service needs will take precedent and receive a Priority Status compared to those clients that only engage our services on a time and materials basis.
Remote Programming & Support
Many of the products and systems we install have Internet Connectivity. This allows us the opportunity to offer assistance and make changes in real-time. This level of service is recommended for those clients that require the quickest response times. Not all systems come standard with Internet Connectivity, so we recommend that you inquire about the necessary components needed to complete this type of installation.
Control 4 Remote Support & Programming
With our Control4 automation systems, utilizing the Internet for remote access almost becomes a necessity. Our C4 remote support and remote user access plan combines daytime support along with 24/7 remote access for our clients. We are able to make programming modifications without having to dispatch a service technician. This plan includes unlimited remote programming support during normal business hours as well as provides remote access for our clients so they may control their automation and check in on their home or business at anytime from anywhere.
Discounted Labor Rates & Materials
Depending upon the plan selected, we offer discounted labor rates as well as discounted pricing for repair and upgrade parts from manufacturer’s MSRP. Labor rates may also vary depending upon the services performed.
Software Assurance & Licensing
Many of our IP related products that are purchased with software license fees also have optional software assurance plans. Subscribing to this plan keeps your system up to date with the latest technology and patches for your licensed software. You will receive all applicable updates and enhancements when they are released. Software assurance ensures that you will have the manufacturers support when and if there are ever any technical problems that may arise. Running the latest version of their software ensures the functionality of your system for many years to come.
Contact us for one on one classroom training at our corporate design center. Certain situations may require more training, such as when a new staff member is hired or when a refresher course is needed. We will be happy to provide the training usually the same week it is requested. Feel free to contact our technical support department to schedule your training.
For some clients where it is not practical or economical to send staff to our office, we will be more than happy to provide additional support and training at your facility during normal business hours. Feel free to contact our technical support department to schedule your training.
Our inclusive labor warranty covers the labor expense during normal business hours associated with the repair or replacement of any parts that become defective due to failure during the term of the plan.
Our equipment warranty covers the cost of materials that need to be repaired or replaced due to equipment malfunction. In some cases a third party service provider will be utilized to make repairs on site for large screen displays or other equipment that cannot easily be removed and replaced.
When uptime is critical, consider taking advantage of one of our Loaner or Hot Swap programs. These programs can provide a replacement unit almost immediately when you experience a damaged unit or unit failure. Programs can be designed for entire systems on one crucial component depending upon the system requirements.
After Hours Telephone Support
We offer after hours support via a 24/7 answering service. We will normally respond to the request within 30 minutes. We offer this service for those situations where the system is malfunctioning and you require an immediate response for help. In some cases we can offer support and instructions over the phone to resolve the immediate problem.
Energy Management Reporting
HS Tech Group offers historical data mapping and charting for up to 30 years on all of our energy management systems. This service allows our clients to access real-time data on the Internet for the energy consumption along with costing and forecasting.
$65 Trip Policy – Residential
HS Tech Group offers a comprehensive residential maintenance policy for most security systems installed by HS Tech Group, provided they have less than 30 points of protection. This policy covers labor and materials on malfunctioning devices for a per call deductible of $65. Certain restrictions may apply. Automation devices such as locks, thermostats, video doorbells and other z-wave or automation options are excluded from the basic trip policy but may be added as an optional automation service plan.