PEACE OF MIND FOR YOUR HOME TECHNOLOGY
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.
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 WE CAN’T 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, major home appliances (yet), pets, kids, plant life or threats from zombies.
FAQs
What is a Membership Plan?
Our plans include a dedicated 24/7 Remote Support Team, a local Support Team as well as 24/7 remote monitoring of your system. It is dedicated for our clients only.
How much is the subscription?
Pricing starts at just $99/month. Custom plans can be created as requested.
Once subscribed, how do I reach support?
Once subscribed you will receive a “welcome” email with a contact card attached. We encourage you to store the information on your mobile device.
Do I still contact Integration HD directly for support during business hours?
No, your first contact should always be to the 24/7 Remote Support Team.
Is Integration HD still supporting our system?
Yes! However, the 24/7 Remote Support Team will always attempt to solve your issue remotely first. If they cannot resolve the issue, your issue will be escalated to the local Integration HD Support Team.
My system is new (installed within 1-year warranty period), does this apply to me?
YES. Our 1-year warranty on workmanship only covers service during regular business hours. After hours support is additional unless you already purchased a maintenance plan.
Is your 24x7 support team in-house?
NO, the 24x7 support team is located in Richmond, Virginia and Las Vegas, Nevada. The team is comprised of highly skilled home technology experts who are trained on the specifics of your system. They know the locations of all the devices in your home, the know all the specific parts, they have all of your network information, etc. You can feel confident knowing that over 80% of the calls that they field are resolved without dispatching a technician to your home.
Do I have to subscribe?
No, BUT you will not have access to our after hours phone number and therefore will only be able to reach us for service during our normal M-F, 8am-4pm business hours.
Can I continue to call, email and text Integration HD team members directly after hours?
No, all support inquires must come through the proper channels. Our techs are no longer expected to respond to after hours support requests in any form. You can also fill out a Customer Tech Support Form on our Website and our Service team will get back to you during normal business hours
How quickly will my emails, calls, texts or chats be responded to?
In most cases immediately. The max wait time would be about 8min.
What parts of my system can be monitored and supported?
Generally, anything that has a connection to the internet.
Why the sudden change?
Although this may seem like a sudden change, we have been vetting after hours support partners for over the last few years. It became clear as the business continued to grow, that supporting hundreds of clients after hours was not something that we were going to be able to do effectively on our own long term. Our primary goal has always been to provide best-in-class support for the systems we design and install, both during and after business hours. With the help of our new partner, Integration HD is now able to confidently deliver on both fronts.
How will I request service after I subscribe?
Once subscribed, you will be given a dedicated email address, phone number and link for live chat.