Service and Support

A system is only as good as its tenth year.

The first week is easy. Everything is new, everyone remembers how it works, and the company that installed it is still answering the phone. What happens after that is the part most people never think to ask about, and the part that decides whether the technology in a house stays useful or slowly becomes something to work around.

We built the company around the years after the install. This page is what that actually means.

Most Problems, We Find First

Systems under a service agreement are monitored remotely. Network health, equipment status, and the small failures that precede larger ones all get watched from our office.

In practice that means a good share of what we fix, we fix before anyone in the house notices. A device drops off and comes back. A component starts running warm. An update is available that the system needs. Most of it never becomes a phone call.

When something does need attention on site, we already know what we're coming for.

What We Monitor

• Network health and connectivity, including automatic failover to a backup connection

• Security systems, surveillance, and access control

• Perimeter beams and gates

• Smoke, flood, and environmental sensors

• Power and surge protection

• Firmware and security updates across the system

Security and life-safety monitoring runs through a national monitoring center, so alerts are answered around the clock.

Systems We Didn't Install

Most homes we're called to weren't wired by us.

Technology in a house accumulates. A security system from one company, a network from another, lighting added during a renovation by somebody who's since moved on. That patchwork is normal, and it's usually monitorable and serviceable regardless of who put it in.

If your integrator closed, moved on, or simply stopped answering, that's a call worth making. We'll look at what's there and tell you honestly what's worth keeping.

Maintenance Programs

The lanai, the dock, the pool deck, the far end of the primary suite. Edge-of-property coverage is where consumer systems fail first and where clients notice most.

Member

Twice-yearly maintenance visits, prioritized response on service calls, discounted monitoring, and access to system improvements as they become available.

Diamond

Everything above, plus pre-arrival and departure visits, a twice-yearly system review, loaner equipment when something needs to leave the house, and priority response after a storm.

Concierge

A dedicated team of technicians who know your house, a direct line rather than a general number, monthly visits, same-day service availability, and first response after a storm.