Automation-Network3
- 1. Client Care Program Web: TheSOHOShop.com The SOHO Shop, LLC Locations Des Moines, Iowa 10052 Justin Drive, Ste A Urbandale, Iowa 50322 Phone: (515) 661-5520 Fax: (636) 486-4975 St. Louis, Missouri Area (Main Office) 3333 Rue Royale, Ste 2 St. Charles, MO 63301 Phone: (636) 442-1616 Toll Free: (866) 867-1628 Fax: (636) 329-4527 Standard SOHO Shop System Care Policy • Manufactures factory hardware warranty which will cover defects and product failures of installed hardware. Depending on installed components, factory warranties can range from one (1) year to four (4) years. • Upload of the most current software/firmware at final commissioning of system. • Technical support and training; 8am to 5pm Central, Monday – Friday. • Out of market projects offered as remote service • Support time billed hourly after ninety (90) day labor warranty The SOHO Shop Client Care Plans will help keep your system(s) functioning properly and up to date. Client Care Plans can be extended for up to four (4) years. Each Client Care Plan is priced below based on a reoccurring monthly fee. We offer three different tiers so there is a perfect fit for your system care needs. Client Care Plans
- 2. Remote Technical Support During Regular Business Hours1 x x x Remote Support for Automation Control System Changes/Updates x x x Automation Control System Yearly Licenses Included (my.control4.com)2 x x x Up to Six (6) Hours of Remote Service Included per Year3 x x Greenlight Remote System Monitoring Service Included4 x x Automation/Network Control System Firmware Updates Completed up to Twice a Year5 x x Up to Twelve (12) Hours of Remote Service Included per Year3 x After Hours Remote Automation/ Network System Technical Support6 x Quarterly On-site System Firmware Updates and Backups7,5 x Reduced Price On-site Service Rate5 x Monthly Total Price $59.99 $99.99 $179.99 SilverBasic Gold 1 Remote Technical Support Service Times are defined as Monday – Friday, 8am to 5pm during normal working days. This excludes any nights, weekends, or federally recognized holidays. For an annual fee, remote technical/training support can be expanded to include nights and weekends and holidays. After hours support is defined as Monday – Friday, 5pm to 10pm and Saturday, 8am to 5pm. Must schedule in advance. 2 Automation system yearly license which includes Control4 4Sight. 3 Additional remote support and programming time that exceeds plan included labor allotment to be billed at $75 per hour. 4 Greenlight provides cloud-based monitoring of up to two hundred devices per system. This monitoring system grants the ability to view system log history to help expedite troubleshooting and promote upgrading faulty equipment. The system also allows custom remote actions such as system reboot and real time notifications of system status alerts. 5 Does not include any manufacture required software licensing fee’s. 6 Standard on-site service call rate is $95 per hour. Reduced rate is $80 per hour. 7 On-site updates and backups must be scheduled at least one week in advance. Travel distance is up to 30 miles from The SOHO Shop, LLC’s office. Additional mileage will be billed accordingly. Client Care Plans
- 3. Benefits of the Greenlight System Monitoring With Greenlight remote monitoring, we will know when a system device fails or if a key part of your automation/network system is down. Greenlight helps to try to prevent issues before most of our clients know there was a problem. 1 2 3 4 How it Works We install a Greenlight driver on your current Control4 automation system. The driver is configured to be monitored outside of your home. Devices that are monitored include: Network Routers Network Switches Network Access Points IP Based Video Surveillance System Cameras Key Automation System Hardware System alerts are configured to notify The SOHO Shop of any issues via the Greenlight Cloud Portal. The SOHO Shop proactively attempts to make any system fixes remotely using the Care Plan’s included amount of time. Any onsite support and system fix reports are provided to the customer.
- 4. Name (printed) Name (as shown on card) Email Card Number* CV Number Signature Expiration Date Date Secondary Phone #Primary Phone # Type of Card Street Address Billing Address State State Zip code Zip Code Personal Information Billing Information *If credit card number changes and we are unable to rectify the issue within 30 days, the contract will be canceled and a $50 reactivation fee will apply.