PEACE OF MIND FOR YOUR HOME TECHNOLOGY

TECHNOLOGY SUPPORT YOU CAN COUNT ON

Technology systems occasionally experience disruptions. We want to keep things simple and provide support for The Whitsundays area homeowners if their smart home technology systems experience any of these disruptions. From proactively monitoring and fixing your system remotely to enabling you to reset your own system easily, we have you covered.

EXPERIENCE OUR BENEFITS

REMOTE REPAIR

Your system will be accessed remotely and oftentimes repaired without a service call.

APP CONTROL

You'll get a mobile app enabling you to fix many of the common issues that technology systems experience.

24/7 SUPPORT COVERAGE

We're available to communicate with you in whichever manner best fits your lifestyle.

DISCOUNTED SERVICE CALL RATES

In the unlikely event that a service call must be scheduled, you'll receive a preferred rate. Depending on the Service Level Taken up

WHAT CAN WE MONITOR?

Whether most of your network connected devices are up and running.

Health of many connected AV devices and light switches (availability may vary depending on manufacturer).

Internet up/down state and average upload/download speeds.

WHAT CAN'T WE MONITOR?

Quality of audio/video (a connected network media player may show as online but the audio or video may still be experiencing issues).

Different apps or services within connected network devices (i.e. Netflix not working or Pandora producing an error message within a functioning Apple TV or Sonos player).

Toasters, wicker baskets, toilets, Some major home appliances (yet), pets, kids, plant life or threats from zombies.

Client Care

Our client care packages ensure your systems are always supported

The Performance Guarantee

We are so confident in our skills and workmanship, all of our installations come with a lifetime performance guarantee on labour. That is to say, if you find any problems with your system that are a result of our installation works then we will fix it for free – that’s a promise!

Why do you need a Client Care Plan?

Despite our best efforts to only recommend the best and most reliable gear, technology is technology and sometimes it stops doing what it’s meant to do. And that can be really frustrating because it often happens at the most inconvenient time.

 

Maintain your home automation system like you maintain your car

You wouldn’t buy a brand-new BMW and leave it 3 years before you get it serviced, would you? In the same way, it’s very important to keep your system regularly serviced and maintained to ensure it’s always operating to 100%. Software updates are released fairly regularly which usually include new features that you could be missing out on. It’s important to us that you continue to love your system and that’s why we offer three Client Care Plans to make sure that when you need an oil change, it can be done quickly and conveniently.

Are Client Care Plans available to everyone?

Yes, so long as you have a network installed and maintained by AV Design or its partner companies then you can choose from the packages below.

Remote System Monitoring (RSM)

A big concern when investing in technology to control your home is ‘what happens when it goes wrong?’

This is a valid and important question. Technology is complex, even if we make it easy to use. If it goes wrong, it can be difficult to figure out what the problem is over the phone – which traditionally meant booking an on-site service call. Not ideal if you have a house full of people coming over!

Well, we could have the solution for you! Using awesome network technology (borrowed from the IT world) we now offer a Remote System Monitoring package, which means that we keep an eye on your system from the comfort of our office chairs and can often fix problems before you’ve even noticed they’re a problem. Essentially this means a much more comprehensive service offering for you and far fewer service calls to fix minor issues.

You’ve all been there with the dreaded ‘firmware update required’ pop-up that you just can’t get rid of. Now we can often make that headache go away with a simple push of a button remotely. Now that’s much better than waiting 3 days for a technician to come to your house isn’t it?

Here’s a summary of how RSM can benefit you:

  • No need to wait for a technician to come to your house, and no need for you to be home
  • Your own Digital Support mobile App
  • Issues on your network can often be resolved before you even notice them*
  • The optional remote power cycling feature can fix common devices that have a tendency to freeze or lock-up (we’re looking at you, Foxtel and Apple TV!)^
  • We can alert you if you’re internet service has dropped out for a period of time or if it’s slower than it should be*
  • We’ll regularly check if all your Wi-Fi points are working well and broadcasting at maximum efficiency*

*Requires Silver or Gold client care plan

^May require additional hardware

AV Care Plans

Bronze

From $99 p/m

Silver

From $199 p/m

Gold

From $399 p/m

SHD DIY SUPPORT APP

Access parental controls, enhance wi-fi security, speed-test your internet connection, solve smart home technology issues and more.

Bronze​

Silver

Gold

REMOTE TELEPHONE SUPPORT WORK HOURS

Monday to Friday, 8am – 4.30pm

Bronze​

Silver

Gold

PREVENTATIVE SYSTEM MONITORING

Your system will be actively monitored during work hours. If possible, issues will be rectified remotely. If on-site service is required, you will receive an email or phone call to book an appointment.

 

Bronze​

Silver

Gold

REMOTE TELEPHONE SUPPORT – OUT-OF HOURS

7 days a week, 7.30am – 9pm

Bronze​

Silver

Gold

PREVENTATIVE SYSTEM MONITORING

Your system will be actively monitored during work hours. If possible, issues will be rectified remotely. If on-site service is required, you will receive an email or phone call to book an appointment.

 

1

Bronze​

2

Silver

4

Gold

REMOTE SUPPORT BILLING

Frequency of billing outside included hours

1/2 HOUR

Bronze​

15 MINS

Silver

5 MINS

Gold

MINIMUM CALL-OUT WAIVER

Minimum call-out charge waived for on-site service. Billed by the hour.

 

Bronze​

Silver

Gold

PRIORITY SCHEDULING

Priority given for scheduling on-site service work. Usually within 48 hours.

 

Bronze​

Silver

Gold

DISCOUNTED SERVICE RATES

25% discount on standard rates for on-site service work

 

Bronze​

Silver

Gold

SYSTEM HEALTH CHECK VISITS

Number of health check visits included per year including software* and firmware updates

 

Bronze​

1

Silver

2

Gold

INITIAL SETUP

Hardware cost to setup Remote System Monitoring on Network (including GST)

 

$399

Bronze​

$399

Silver

$399

Gold

ONGOING

Monthly starting prices for each Client Care Tier (including GST)

From $99/month

Bronze​

From $199/Month

Silver

From $349/Month

Gold

Request a Care Plan Quote

If you’d like to request a quotation for one of our Client Care Plans or if you’d simply like to learn a bit more about why they’re a good idea, send us your details and someone will be in touch with you within 24 hours.