Based on the needs of our clients and the systems we install, our Concierge Support packages are designed to give you peace of mind with guaranteed support and regular maintenance to keep your system updated.
If you are unsure of the support your system may need, give us a call on 0333 305 5305 to speak with one of our team, who will be happy to discuss your options and how best we can help you.
- WHAT'S INCLUDED
Everything you need, nothing you don't.
All subscriber packages include a core set of services that keep your smart home running smoothly, year-round.
Dedicated Support
Our dedicated support team is available seven days a week from 8am to 9pm*, offering first-line remote assistance. Contact us via email, phone, or our online help desk at your convenience
Annual Tune-Up
To keep your system updated and working as it should, we include an annual tune-up in all our packages, worth between £300-600.
Unlimited Remote Repair
You’ll receive unlimited remote support, allowing us to access your system, often repairing issues without the need for in-home support.
Discounted Rate
As a subscriber you’ll receive a discounted rate of £110ph for in-home support, as well as discounts on second properties.
Priority Response
If you do have a problem with our guaranteed response times, you’ll be our priority with engineers on site in as little as one day (package depending)
Proactive Monitoring
We’ll proactively monitor your system, troubleshooting potential issues before they arise.
- OUR PACKAGES
Choose your level of cover.
All prices include VAT. Direct debit pricing shown — pay by other methods for standard rate.
PAY AS YOU GO
Non-Subscriber
£160
per hour (remote support)
No Monthly commitment
Monday- Friday: 9am-4pm
Remote Support: £160ph
No proactive monitoring
Response time
Emergency upgrades
Tune-up: £660 in-home / £330 remote
In-home: £160ph/hr
SUBSCRIBER
Premium
£135
£150
per month, direct debit
Min. 12-month term
7 days a week, 8am-9pm*
Unlimited remote support
Proactive monitoring
Guaranteed in-home response: 2 days
Emergency software upgrades: 2 days
1x In-home tune-up, worth £600
In-home rate: £110/hr. No call-out fee
Discounted setup fee: from £400***
MOST POPULAR - SUBSCRIBER
Prime
£180
£195
per month, direct debit
Min. 12-month term
7 days a week, 8am-9pm*
Unlimited remote support
Proactive monitoring
Guaranteed in-home response: 1 day
Emergency software upgrades: 1 day
2x In-home tune-up, worth £1200
In-home rate: £110/hr. No call-out fee
Discounted setup fee: from £400***
SUBSCRIBER
Signature
£425
£440
per month, direct debit
Min. 12-month term
7 days a week, 8am-9pm*
Unlimited In-home & remote support
Proactive monitoring
Pre-arrival system setup
Guaranteed in-home response: 1 day
Emergency software upgrades: 1 day
4x Remote tune-ups, worth £1320
In-home rate: £110/hr. No call-out fee (additional works)
Discounted setup fee: from £400***
- SERVICE DETAIL
What happens at each visit?
Our setup and tune-up visits are comprehensive. Here’s exactly what we cover.
What's included in the setup fee
In order to support your system, we will arrange an in-home visit to setup and familiarise ourselves with your installation. This will include:
- Take over of your Control4 account, giving us access to support the system.
- Upgrade your Control4 software to the latest version possible.
- Install and setup of remote monitoring and support for all hardware and software.
- Review and take control of your network infrastructure. If passwords are unknown, we will reset and re-setup.
- Documentation of your current installation, to ensure we understand what is installed and the support needed.
***The standard setup fee is £600, discounted to £400 for those subscribing to one of our packages. Additional charges may be applicable for systems that have limited or no documentation, and/or are poorly designed, requiring additional work to bring them up to standard.
To find out more about our support service, or to answer any more questions you might have, get in touch!
What's included in the annual tune-up?
To keep your system updated and ensure it’s being maintained, our annual or bi-annual (package depending) tune-up visits are quite comprehensive and include:
- Upgrade of the software on your Control4 system to the latest version available for your system
- Upgrade of the firmware on your network (router, switches and access points) the latest version available for your hardware
- Dust down of the racks
- Update of the firmware on your CCTV cameras and recorder (if managed by us)
- Clean of the lenses on your CCTV cameras where these are accessible
- Update of the firmware on TVs where applicable
- Check of control4 remotes and touch screens
- General test of the system and ensure it is working, e.g. video and audio sources all come on and play correctly
How does remote and in-home support work?
Remote support is available to all Concierge clients seven days a week, from 8am to 9pm. Contact us via phone or email to talk with one of our expert team members, who will remotely access your system, troubleshoot any issues, and make any necessary adjustments.
Should you require an in-home visit to resolve an issue, these are provided between 08:00 — 16:30 Monday to Friday. To contact support please click here.
Concierge Support customers receive a discounted in-home rate of £110ph/ per engineer (normal price £160ph) and will not be charged the one-off £75 call-out fee. All in-home support will be billed for the 1st hour, with further time billed in 30 minutes increments. Other expenses such as parking, congestion charge and tolls will be charged at cost.
For Signature clients, unlimited in-home visits are are subject to a fair use policy (typically up to 12 visits per year)
For all new installation we also offer an optional hardware cover. For more on our hardware cover please click here.
*Remote support available 7 days a week, 8am-9pm, excluding Christmas Day and New Year’s Day.
**Packages are based on a minimum 12-month contract term and discount only applies when paying via direct debit. For all other payments methods a monthly cost of £150 for Premium, £195 for Prime, and £440 for Signature applies. For all Concierge Support T&Cs please click here.
