**In-home support visits are chargeable but offered at preferred rates.
All prices are inclusive of VAT
Smart Home Aftercare Support
Remote support is available to all Aftercare clients. You can reach us by phone or email to speak with one of our expert team members, who will remotely access your system, diagnose any issues, and make necessary adjustments to ensure everything is running smoothly.
If an In-home visit is required to resolve an issue, these are available Monday to Friday, between 08:00 and 16:30.
Aftercare clients benefit from a discounted in-home rate of £292 per engineer (standard rate: £324).
In-home support is billed at a half-day rate for appointments that conclude before 1:00 PM. If support continues past 1:00 PM on the same day, a full-day rate of £485 will apply (standard rate: £540).
Any additional expenses incurred, such as parking fees, congestion charges, or tolls, will be charged at cost.
What's Included?
We offer two distinct care packages tailored to your needs. Below is an overview of what’s included in both the Setup Fee and the Annual Tune-Up.
Setup Fee – £350 (with any care package)
To ensure we can fully support your system, we begin with an in-home visit to assess and configure your installation. This includes:
- System Account Transfer – We take over your system account to enable full support access.
- Software Upgrade – Your system will be updated to the latest software version available.
- Remote Monitoring Setup – Installation and configuration of remote monitoring for all hardware and software.
- Network Infrastructure Review – We assess and take control of your network setup. If credentials are missing, we’ll reset and reconfigure as needed.
- Installation Documentation – A full record of your current setup is created to ensure accurate and effective ongoing support.
***The standard setup fee is £600, but this is reduced to £350 for customers who subscribe to one of our care packages. Additional charges may apply for systems that lack documentation or are poorly designed, as these may require extra work to bring them up to standard.
Annual Tune-Up
To keep your system running smoothly, we provide annual or bi-annual tune-up visits (depending on your selected package). These visits include:
- System Software Update – Ensuring your system runs the latest available software.
- Network Firmware Update – Routers, switches, and access points are updated to the latest firmware.
- Rack Maintenance – A full dust-down of your equipment racks.
- CCTV Firmware & Lens Cleaning – Firmware updates for cameras and recorders (if managed by us), plus lens cleaning where accessible.
- TV Firmware Update – Applicable TVs are updated to the latest firmware.
- Remote & Touchscreen Check – All remotes and touchscreens throughout the property are tested.
- System Functionality Test – A general check to confirm all video and audio sources are functioning correctly.
