Let the Experts Handle It
At Home Technology Experts, we design and install quality systems, building our reputation on our craftsmanship and continued system support. We understand the frustration and inconvenience associated with system errors. Unfortunately, external factors such as internet connectivity, electrical abnormalities, and cable signal strength greatly impact a system’s performance. (Learn How) While HTE cannot control these external factors, with the help of sophisticated system monitoring devices we can identify sub-par third party service, detect and often resolve potential issues, as well as correct a variety of system errors caused by these services.
In combination with 24x7 phone, text and email support, you can rest easy knowing that your system will always be operating at peak performance.
Click here to subscribe to HTExpert care now.
Proactively Identify Potential Errors
Automation systems are dependent on a strong and reliable network connection. If the signal coming into your home is not up to par, your system will not work properly. Monitoring internet speed and uptime allows our service department to identify connection issues. By monitoring your system's core network devices our team can spot and correct potential errors before they become an issue.
Quickly Execute System Resets
External factors such as severe weather, internet and cable outages, or power blips simultaneously impact our Hamptons clients. Remote reboot allows HTE to quickly get your system back online, avoiding the cost and wait associated with getting a technician to your home. Specific devices and systems can also be reset remotely to prevent or correct minor technical glitches.
REDUCE SERVICE CALLS
Remote technical support allows us to see what is happening before a technician arrives onsite. If the issue can be fixed remotely it will be, eliminating the need for a service call.
Establish Client Priority
Clients covered by our full list of remote monitoring and diagnostic services have properly maintained systems. If our service team cannot remotely correct the problem we immediately prioritize the service call required to resolve the issue.
THE OPTIONS ARE SIMPLE:
1- HTExpert Care Advanced subscription
$65/month – 24x7 text, email and phone support
Tier 1 priority for onsite services
2- HTExpert Care Basic subscription
$35/month – 24x7 text and email support
Tier 2 priority for onsite service
3- No subscription
Email, text, phone support – $37.50/15 min (minimum 15min)
Time booked and paid in advance via our Bookings page found here
Tier 3 priority for onsite service
NOTE: 80% of support calls can be handled remotely. However, any after-hours service calls that require onsite visits will be booked and paid in advance via our Bookings page found here
My system is new (installed within 1 year warranty period), does this apply to me? YES. Our 1 year warranty only covers regular business hours. After hours support is additional unless you already purchased an HTExpert Care subscription
I used to get this service for free, what changed?
Due to the increased costs of doing business, we can no longer sustain our previous service model
Is your 24x7 support team in-house?
NO, the 24x7 support team is outsourced. The outsourced team is one of the largest suppliers of 24x7 support in our industry. Their support expertise, coupled with a detailed handoff process ensures that your experience will be just as good if not better than what you received in the past from our team directly. Furthermore, any service calls that the outsourced company can not solve will be escalated to our internal team
What are the "Tiers" for onsite service ?
If you subscribe to our Basic or Advanced HTExpert Care you will be given priority for onsite service. Tier 1 is the highest priority and Tier 3 is the lowest.
Do I have to subscribe to HTExpert Care? 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 HTE team members directly after hours? No, all after hours support inquires must come through the proper channels. Our techs are no longer expected to respond to after-hours support requests in any form
Does the HTExpert Care subscription include regular maintenance? No, however we do have maintenance agreements that are available upon request