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Cyberhomes Care Packages

We want you to get the best possible enjoyment from your smart home. That’s why we’ve launched SMARTsupport, our new care plan for your equipment. It’s our way of providing you with a continuous level of support beyond our standard one-year guarantee.

SMARTsupport logo

Dedicated support line
0333 344 2718
Dedicated email
support@cyberhomes.co.uk
Online ticket system
support.cyberhomes.co.uk

SMARTsupport gives you:

Flexibility—choose one of three care packages, depending on your service needs.

Control—our new online support system makes it easy to report problems.

Responsiveness—we’ve introduced a dedicated care line, email address and website to ensure you get a rapid response, every time.

There are three SMARTsupport packages to choose from:

package-icon-standardStandard

  • 5 Support ticket requests per month
  • Remote access to system for diagnostics when required
  • 5% discount on upgrade control system equipment cost (see terms)

£contact Cyberhomes for latest pricing for your system

Premier

  • Annual on-site system ‘health check’ and firmware updates
  • package-icon-premierGuaranteed 72-hour on-site response when necessary
  • 10 Support ticket requests per month
  • Remote access to system for diagnostics when required
  • SMARTalert remote alerts and monitoring (additional hardware required)
  • 10% discount on upgrade control system equipment cost (see terms)

£contact Cyberhomes for latest pricing for your system

Elite

  • On-site system ‘health check’ and firmware updates every six months
  • package-icon-elite50% discount on program changes
  • Guaranteed 48-hour on-site response when necessary
  • Unlimited Priority Support ticket requests per month
  • Remote access to system for diagnostics when required
  • SMARTalert remote alerts and monitoring (additional hardware required)
  • 15% discount on upgrade control system equipment cost (see terms)

 £contact Cyberhomes for latest pricing for your system

 

Each SMARTsupport care plan has minimum of 12-month contract, and then a rolling 3-month notice of cancellation.

Customers choosing not to take up one of the SMARTsupport care packages will be charged on a per-incident basis at our standard rate call-out rate of £150+VAT (includes first hour on site) and then £80 per hour (or part thereof). Telephone/support ticket requests will be charged at £80 per hour and subject to minimum of ½ hour billing.

SMARTalert logoRemote Alerts and Monitoring

SMARTalert is an optional additional support system, available to customers on the Premier and Elite plans only, which allows Cyberhomes to get automatic notifications of problems through a ‘Cloud’ management add-on. It requires additional hardware to be installed which will email us when any device on the network crashes or becomes unresponsive allowing us to act before you even realise there is a fault. We will even get notified if your rack area exceeds the recommended operating temperature.

Pakedge-system-diagramThe SMARTalert option also includes an app for your smartphone that will allow you to power cycle items such as crashed Sky Boxes, without the need of going to the physical piece of kit.

Notifications generated by SMARTalert will not be taken out of your SMARTsupport ticket allowance. Once we have dealt with the problem remotely we will inform you. If the identified issue is with equipment that SMARTalert cannot reboot remotely, we will contact you to advise how to resolve it, otherwise we can arrange a service visit to correct or replace any faulty parts. On-site response to replace products under these circumstances is not covered by the Standard care plan.

Additional hardware required

1 of Pakedge NP36-50 (Network patroller cloud appliance with up to 50 monitored devices)

1 of Pakedge P8 (8 Port power distribution unit)

1 of Pakedge External Temperature Sensor

Contact Cyberhomes for latest pricing for the SMARTalert hardware for your system

SMARTsupport Care Plan Terms and Conditions

This extended service contract is offered exclusively to the original purchaser of a Cyberhomes Limited system and is only valid for the named property.

What does the SMARTsupport care plan cover?

‘Health Check’ (Premier and Elite packages only)

During these visits the engineer will check the function of the system and update software or firmware, if appropriate, in exisiting equipment. Any faults will be reported to you and if necessary a return visit will be scheduled. You should allow around 4 hours for the engineer’s visit.

‘Support Tickets’

SMARTsupport includes an e-ticket system so we can address faults as quickly as possible. The ticketing system should always be used in preference to direct contact with a Cyberhomes engineer so that we can ensure all faults are correctly logged and the required fix is scheduled and managed appropriately. You will receive email updates of your ticket as an engineer works on it. Once you have signed up to a SMARTsupport package, you will be issued with a unique login to the e-ticket system.

You can raise a ticket directly on our e-ticket system at support.cyberhomes.co.uk, telephone our dedicated support line 0333 344 2718 or email support@cyberhomes.co.uk. Each method is classed as one of the allocated support ticket requests within your care package.

The support telephone line will be answered Monday to Friday, 9.00 am to 5.30 pm, not including evenings, weekends or bank holidays; but the e-ticket system is available 24 hours a day to raise support requests. Any ‘support ticket’ will be replied to by the end of the following business day.

Unused support tickets do not carry forward to the next month.

‘Guaranteed on-site response’ (Premier and Elite packages only)

A site visit will be scheduled for critical faults within the time frame of your chosen package (excludes bank holidays and weekends). Reasonable access to the property during normal working hours (see below for definitions) must be granted.

Critical faults are those service issues that impair fundamental and essential functions of control and lighting systems including:

  • Control Processor Failure
  • Lighting Processor Failure
  • UPS Failure
  • Internet Router Failure (not including line faults or issues with your ISP)
  • Wireless Network Failure

Please note that the SMARTsupport service contract covers time only and not parts. Where a product installed by Cyberhomes Limited has an extended warranty then Cyberhomes Limited will arrange for the product to be replaced or repaired subject to the terms of the manufacturer’s warranty. Where products or parts supplied by Cyberhomes Limited are out of warranty, Cyberhomes Limited will provide a written quote for replacement of the product or part including your package discount where relevant. Removal and installing of the replacement item and any reprogramming required to restore the system to the original functionality will be covered by the SMARTsupport service contract.

What is excluded from the SMARTsupport care plans?

SMARTsupport does not cover the following:

  • Damage to components caused by anything other than defects in materials or workmanship.
  • Damage or defects caused by abnormal or unreasonable use, including unauthorised system modifications, repairs and alterations by a person or party other than Cyberhomes Limited.
  • Damage or defects resulting from acts of nature such as fire, lightning strikes or floods. It is the responsibility of the owner to ensure that adequate insurance cover is in place.
  • Damage or defects resulting from accidents, misuse, abuse or neglect.
  • Any products where the serial number has been removed, defaced or modified.
  • Programming changes to the system or remote controls beyond 90 days after substantial completion of the original installation.
  • Any equipment not supplied by Cyberhomes Limited. Please note that this includes Sky and cable TV boxes.
  • Any services not supplied by Cyberhomes Limited including Sky, cable, telephone lines and ADSL/broadband.

An engineer may not be able to rectify the fault on the first visit, as some components may need to be sent back to the manufacturer for repair. The repair time varies from manufacturer to manufacturer, we will advise you of the likely repair time once the equipment has been returned to the manufacturer.

Warranties on Supplied Electronics

The electronics supplied by Cyberhomes Limited are subject to independent manufacturer’s warranties. The terms and conditions of these warranties are set by the manufacturer and can be found alongside the operating manuals for the equipment and the Warranty Statement issued by Cyberhomes Limited. All warranty periods for electronics start from the date of the proof of purchase.

Equipment Upgrades

Discounts on equipment upgrades applies only to components of your main control system (ie Savant, Control4 or Crestron etc). Discounts do not apply to 3rd-party source equipment; or for adding new functionality or zones to an existing system.

Owner- or Third-Party-Supplied Electronics

Electronics supplied by yourselves or items supplied by third parties (such as Sky satellite receivers or Cable TV receivers and BT-supplied routers or modems) are not covered by the SMARTsupport service contract. Should a fault develop with the system which is traced to one of these items we reserve the right to charge for the time required to rectify the problem.

Costs and payment terms

All SMARTsupport care plans are payable monthly in advance by direct debit.

If you decide not to take advantage of a SMARTsupport care plan, ad hoc support will be offered which is chargeable on a per-incident basis at our standard rates (as at November 2014, this is £80+VAT per hour, please call to confirm latest rates). On-site visits incur a minimum charge of two (2) hours. Telephone and remote access support will be charged at the same rate with a minimum charge of half an hour.

Cancellations

If a service contract is cancelled by you it cannot be resumed at a later date without the written permission of a Director of Cyberhomes Limited.

The minimum term of a SMARTsupport care plan contract is 12 months with a three (3) month cancellation period.

Cyberhomes Limited reserves the right to terminate the service contract at any time and for any reason. You will be given one (1) month’s written notice of the date of termination. Any monies paid by you will be returned on a pro-rata basis.

Existing Service Contracts

Any customers who have service contracts in place already will still have their agreed contract in place until expiration. Customers who choose not to then take advantage of a SMARTsupport care plan will be charged standard rates for remote and on-site support starting at a minimum of a half hour charge.

Normal Office Hours

09:00 – 17:30 hours Monday to Friday excluding UK Public Holidays.

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Thame
Oxfordshire OX9 3UH

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