SWCare Performance Plans
With the complexity of today’s technology, your technology needs don’t stop when your system is installed. Questions come up, challenges arise, new capabilities are needed. At Soundworks, we recognize this need, and want to be there to support you.
We’re excited to introduce membership performance plans that ensure you have access to 24/7 Support for a quick resolution to any issues, as well as remote monitoring, troubleshooting and resolution.
Our Performance Plans
- Member dedicated support team
- Proactive remote system monitoring, updates, service
- Extended remote service hours
- On-site service hours
- Priority scheduling
- Response time
- Complimentary equipment repairs
- Complimentary site visits for service or support
- On-site systems health checks
- Remote system access licensing
- Password management
- Streaming service setup
- Complimentary lighting and shade scene updates
- Power management for surge/brownouts
- Annual WiFi network scan
- Internet and CableTV troubleshooting
- System calibration after ISP updates
- Surveillance video retrieval
- Remote-in service session limits
- Transferable
Platinum
- Member dedicated support team
- Proactive remote system monitoring, updates, service
- Extended remote service hours24/7/365 phone, text, email
- On-site service hoursMon-Fri 8a-5p
- Priority schedulingPlatinum
- Response time1-hour
- Complimentary equipment repairs **
- Complimentary site visits for service or support
- On-site systems health checksTwo visits per year
- Remote system access licensing
- Password management
- Streaming service setup
- Complimentary lighting and shade scene updates
- Power management for surge/brownouts
- Annual WiFi network scan
- Internet and CableTV troubleshooting
- System calibration after ISP updates
- Surveillance video retrieval
- Remote-in service session limitsUnlimited
- Transferable
Gold
- Member dedicated support team
- Proactive remote system monitoring, updates, service
- Extended remote service hours24/7/365 phone, text, email
- On-site service hoursMon-Fri 9a-4p
- Priority schedulingGold
- Response time1-hour
- Complimentary equipment repairs
- Complimentary site visits for service or support3-hours per year included
- On-site systems health checksOne visit per year
- Remote system access licensing
- Password management
- Streaming service setup
- Complimentary lighting and shade scene updates
- Power management for surge/brownouts
- Annual WiFi network scan
- Internet and CableTV troubleshooting
- System calibration after ISP updates
- Surveillance video retrieval
- Remote-in service session limitsUnlimited
- Transferable
Silver
- Member dedicated support team
- Proactive remote system monitoring, updates, service
- Extended remote service hours24/7/365 text, email
- On-site service hoursMon-Fri 9a-4p
- Priority schedulingSilver
- Response time1-hour
- Complimentary equipment repairs
- Complimentary site visits for service or support
- On-site systems health checks
- Remote system access licensing
- Password management
- Streaming service setup
- Complimentary lighting and shade scene updates
- Power management for surge/brownouts
- Annual WiFi network scan
- Internet and CableTV troubleshooting
- System calibration after ISP updates
- Surveillance video retrieval
- Remote-in service session limitsUnlimited
- Transferable
Remote repairs may require additional monitoring equipment. Remote monitoring may not be possible for all devices. System repairs subject to manufacturer warranties. New programming and system upgrades are billed at current rates. Travel charges may apply for site visits greater than 20 miles from our headquarters. Service hours may vary depending on your building’s access rules. See agreement for details. Terms and conditions subject to change with 30-days notice. *After hours / holiday service available for $300/hr + travel. **Loaners where available. Covers equipment repairs up to manufacturers warranty. All equipment must be purchased from Soundworks. Non-plan members are billed at $195/hr, with no other plan benefits and weekdays service hours from 9-4.
Fast Remote Support
When something goes wrong with your system, you don't want to wait for an appointment - you just want it fixed, fast!
With remote monitoring and access, Soundworks is now able to diagnose and fix many common problems quickly and remotely. With a quick phone call or message, our techs can review your system and network status, reset the necessary devices, and get everything working smoothly again.
Manage Your Network From Your Phone
Use the custom app we'll set up up for you to easily reset specific devices on your network, or take care of common issues like password resets.
Frequently Asked Questions
Q: Why do I need a Performance Plan?
A: We can now do most maintenance, updates, support and even system repairs remotely. If there’s a new update that would normally require a home visit, we can often perform the maintenance right from our office without interrupting you for a home visit. This reduces time and expense for you and for us.
Q: Is my system reliable?
A: More than ever. We rarely replace hardware. But there are constant software updates, not only on what we installed, but on your mobile devices, streaming platforms and internet services.
Q: What if I’m not on a Plan?
A: You can choose to pay per incident and by the hour, but won’t receive priority scheduling, extended hours or over a dozen other benefits. In fact, you’ll likely pay more than if you were on a plan.
Q: What can we monitor and update remotely?
A: Just about any device that’s connected including all critical system automation and networking hardware... exactly the items that are most dependent on software updates.
Q: What can’t we monitor?
A: Older hardware like some TVs and some 3rd party devices.
Q: How do my manufacturer warranties fit in with the Plans?
A: Your manufacturer warranties are fully in effect.
Q: Do I need to sign a contract?
A: Yes, we offer a monthly agreement that automatically renews.
Q: How are the plans paid?
A: Our Performance Plans are paid quarterly or yearly. We accept credit cards.
Questions? Reach out to us at sales@soundworksny.com or (914) 765-0461