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.
24/7, 365 Day Support
Things rarely go wrong Monday-Friday, 9am-4pm. That’s why we provide access to first-line remote support all day, everyday! Reach us via email, phone or our online help desk at a time that suits you.
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.
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
(Premium & Prime packages only) 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.
Proactive Monitoring
We’ll proactively monitor your system, troubleshooting potential issues before they arise.
Our Packages
We offer 3 different Concierge Support packages, depending on your requirements. You can sign up for each package using the below links or alternatively give us a call on 0333 305 5305 to discuss your options. Prices include VAT.
NON-SUBSCRIBER
- 9am-4pm, Monday-Friday
- Remote Support: £160ph
- Reactive Support
- In-home Support timeframes based on availability
- Emergency Software Upgrades based on availability
- Annual Tune-Up: £660 In Home/£330 Remote
- In-Home Support: £160ph +£75 call-out fee
PREMIUM
- 24/7, 365 days a year support
- Unlimited Remote Support
- Proactive Monitoring & Support
- Guaranteed In-home Support: 2 days
- Emergency Software Upgrades within: 2 days
- Annual Tune-Up: 1x In-home Tune-up, worth £600
- Discounted In-home Support: £110ph with no one-off call-out fee
- Discounted Setup Fee: from £400**
PRIME
- 24/7, 365 days a year support
- Unlimited Remote Support
- Proactive Monitoring & Support
- Guaranteed In-home Support: 1 day
- Emergency Software Upgrades within: 1 day
- Annual Tune-Up: 2x In-home Tune-up, worth £1200
- Discounted In-home Support: £110ph with no one-off call-out fee
- Discounted Setup Fee: from £400**
Remote support is available to all concierge clients 24/7, 365 days a year via our support partners, Parasol, who will provide first-line support and attempt to resolve any issues remotely. If the issue cannot be resolved remotely, a service ticket with detailed information will immediately be sent to IndigoZest, who will carry out further troubleshooting during working hours.
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 £100ph/ per engineer (normal price £150ph) 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 all new installation we also offer an optional hardware cover. For more on our hardware cover please click here.
*Packages are based on a minimum 12-month contract term. For all Concierge Support T&Cs please click here.
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!
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
