CLIENT CARE  &  support

Residential & Commercial Client Care

So you’re interested in a Smart Home?  There are some things we want you to know.

CLIENT CARE is the core of our business. Through our Pro-Active and Forward-Thinking system designs, our goal will always be to provide you with a final product which offers consistency and reliability. However, technology is NOT bulletproof. Home electronics require ongoing maintenance & support. (As software, firmware and features will be updated regularly by the manufacturers)  Further and notwithstanding our pro-active approach to designing systems that are protected from surges, brown outs, power failures and heat, some of the pieces of equipment that make up your system will eventually fail.  

We understand how frustrating electronics failures can be and that is why we are committed to providing ongoing support, service and consultation in order to reduce and resolve these failures quickly.  The service we provide, however, is not all-inclusive to the cost of your new system.

Think about your new system like a car.  Whether you spend $10,000, $50,000, or $100,000 on a car you understand that oil changes, tires, brakes and preventative maintenance are necessary and expected. There is also peace of mind knowing the dealer has professional technicians to perform the service and answer the questions you may have.  Sounds Good is setup to provide that peace of mind with technicians ready to serve you.

At Sounds Good we also understand that planning your expenses with things like pre-determined monthly or yearly payments are much more manageable and preferable than unexpected costs.

That is why we have designed 4 levels of service to meet your budget and service expectations. You can choose to utilize Sounds Good’s service and support on an a la carte basis or you can choose 1 of our 4 pre-set service plans which can be billed monthly or yearly.  These service plans will give you comfort knowing your investment will have longevity and peak performance, and when you have questions you have someone to turn to for a clear and speedy response.

All Sounds Good Installations Include

  • 90 Day Installation Guarantee  |  After 90 days systems that malfunction as the result of firmware or product failure are subject to standard service rates.
 • One (1) complementary Service Call or Training Session*  |  Scheduled within 6 Month of Initial installation date.   *some restrictions apply

 Our Clients Agree... “ Sounds Good is #1. ”
Types Of Service

EMAIL 
  Free - Please allow up to 24 hours for a response

PHONE 
  Free - During Business Hours 
  Requires A Service Plan - After Business Hours  

TEXT MESSAGE 
  Requires Service A Plan  

ON-SITE SERVICE CALL 
  $ 399.97 Minimum Charge  
  + $ 150 / hour after the first hour

REMOTE SYSTEM MONITORING 
  Requires Service Plan & Specific Hardware

REMOTE SYSTEM UPDATES 
  $ 150 / hour (1 hour Minimum) 

CUSTOM PROGRAMMING CHANGES 
  $ 150 / hour (1 hour Minimum)

VIEW SUPPORT PLANS
On-Site Service Calls are limited to the adjustment of existing equipment.
New custom programming is not included in on-site service calls.
Annual Client Care Support Plans

SILVER  
   •  Unlimited Phone & Email Support  
   •  One (1) On-Site Service Call Per Year
         (One (1) Total Hour Per Year)
   •  10% Off All Billable Service Call Labour    
   •  Minimum of 5% Off all new purchases

GOLD
   •  Unlimited Phone & Email Support
   •  One (1) On-Site Service Call Per Year
       (One (1) Total Hour Per Year)
   •  10% Off All Billable Labour
   •  Minimum of 5% off all new purchases
   •  24/7 Peace of Mind Remote Monitoring*
   •  SG Remote Access & Service Capabilities
   •  Two (2) Remote System Updates,
       Diagnostics and/or System Changes
   •  One (1) Yearly On-Site Scheduled
       Gold Level Maintenance Service Call
RETAIL; $1250

PLATINUM
   •  Unlimited Phone & Email Support
   •  Two (2) On-Site Service Calls Per Year
       (Two (2) Total Hours Per Year)
   •  10% Off All Billable Labour
   •  Minimum of 5% off all new purchases
   •  24/7 Peace of Mind Remote Monitoring*
   •  SG Remote Access & Service Capabilities*
   •  Six (6) Remote System Updates,
       Diagnostics and/or System Changes
   •  One (1) Yearly On-Site Scheduled
       Platinum Level Maintenance Service Call
RETAIL; $2450

DIAMOND
   •  Unlimited Phone & Email Support
   •  Two (2) On-Site Service Calls Per Year
       (Four (4) Total Hours Per Year)
   •  10% Off All Billable Labour
   •  Minimum of 5% off all new purchases
   •  24/7 Peace of Mind Remote Monitoring*
   •  SG Remote Access & Service Capabilities*
   •  One (1) Yearly On-Site Scheduled Diamond
       Level Maintenance Service Call
   •  Ten (10) Remote System Updates,
       Diagnostics and/or System Changes
   •  Smart Networking App
RETAIL; $3125

Á LA CARTE • PLAN ADD ONS
•  Security Monitoring
       (Add $39.97/month to Plan)
   •  DN Remote Access
       for TiVo, Ignite, or XPlornet Subscribers
       (Add $250/year to Plan)
   •  US DNS
       for Access to some US based services
       (Add $250/year to Plan)
   •  Smart Networking App for expanded
       network control
       (Add $75/year to Plan)
   •  WiFi Access Scheduling
       (Add $199 One Time Setup Fee)
   •  Control4 Composer HE Software
       (Add $50/year to Plan)



All Service Plans are an annual contract
* Requires specific hardware

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