Aftercare & support plans.

  • FREE Level 1 Support for the lifetime of all Smart Installations systems - 7 days a week, 8am - 10pm with an average 30 minute response time
  • Proactive system monitoring means that we can identify and act on problems immediately, minimizing down time and inconvenience
  • Professional ticketing system via phone/SMS/email for efficient communication and incident resolution
  • Proactive servicing - annual system firmware updates to keep your system secure

$0

per Month

FREE 7 Day 8am-10pm Level 1 Support

Average 30m wait for Level 1 Support

Max 1 Week wait for Level 2 Support

No Proactive Monitoring

No Ongoing Commitment

$115

per Month

FREE 7 Day 8am-10pm Level 1 Support

Average 30m wait for Level 1 Support

Max 24 Hour wait for Level 2 Support

No Proactive Monitoring

No Ongoing Commitment

$199

per Month

FREE 7 Day 8am-10pm Level 1 Support

Average 30m wait for Level 1 Support

Max 2 Hour wait for Level 2 Support

24/7 Proactive Monitoring

No Ongoing Commitment

By signing up to an Aftercare Plan you agree to our Terms and Conditions below. All prices quoted include GST at 15%


Terms and Conditions

  • Level 1 Support is FREE and defined as:
    • Support provided over phone/SMS/email that takes 15 minutes or less to provide
    • Assisting with troubleshooting, device reboots and workarounds
  • Level 2 Support is chargeable and is defined as any or all of the following:
    • Support provided over phone/SMS/email that requires longer than 15 minutes
    • Support provided using remote connection services like Domotz, VPN, screen sharing, etc
    • On-site support
  • Level 2 Support is charged at the following rates (all prices are inclusive of GST @ 15%):
    • $99 per hour during normal business hours
    • $135 per hour outside normal business hours
    • Normal business hours are between 8am and 6pm, Monday to Friday
  • Access to Level 2 Support:
    • Level 2 Support is provided outside normal business hours to Level 2 and Level 3 plan clients only, between 6am and 10pm, 7 days a week, with a maximum response time of 24 hours for Level 2 plan clients and 2 hours for Level 3 plan clients.
    • Before escalating to Level 2 Support, Level 1 Support will agree with you a priority level for your incident, either 'Normal' or 'High'
      • 'Normal' priority incidents will be dealt with during normal business hours on the next business day and charged at standard rates listed above
      • 'High' priority incidents will be dealt with as soon as possible and charged at 'outside of hours rates' listed above
      • For guaranteed same day Level 2 Support, your incident must be reported before 8pm for (Level 3 plan clients only).
  • 2 Hour Minimum On-Site Charge -
    • $199 minimum on-site charge during normal business hours (for up to 2 hours on site)
    • $270 minimum on-site charge outside of normal business hours (for up to 2 hours on site)
    • Return visits for same incident are billed at standard hourly rates without a second minimum on-site charge
  • Level 2 Support is billed in 15 minute increments
  • For incidents requiring Level 2 Support, an invoice will be emailed to you upon resolution of the incident and payment will be collected via Direct Debit 10 days after the date of the invoice
  • All Aftercare Plans include providing Wi-Fi passwords (for homes that we manage the Wi-Fi) up to twice a year at no charge. Beyond twice a year we will make a 15 minute charge. All other passwords (Sky, Control4, Netflix, etc) are the responsibility of the client.
  • We will contact you at least once a year to arrange an pro-active on-site service visit to perform system checks, make any programming tweaks necessary and update all device firmware - this typically take 2 hours for a small to medium sized system and therefore costs $199, but we will agree a cost for your system when booking the visit
  • A one-off payment of $1 will be charged when you join the Level 1 plan to verify your credit card details. $1 will then be deducted from your first invoice for Level 2 Support

Support will only be provided through the following channels:

Phone – 0800 021 711 opt 1

Text (SMS only, not iMessage or WhatsApp) – +021 711 021

Email – support@smartinstallations.co.nz