Spire Premium Support System
It has been almost two months since we launched our Spire Premium Support System (SPS), and our current clients on the system have been thrilled with the experience. We have resolved many issues without the need to make a service call visit, and many other potential items have been discovered well before they became an issue. For example, a Comcast cable box may have locked up during a software update and our SPS team was able to re-boot it before the client was even aware that an issue had occurred.
During this time, Navot and I have had many great conversations with clients who had questions about SPS, did not initially understand what was included, or didn’t see the value in it. Based on these conversations, we have created a quick document to ensure the process and benefits of our SPS program is clear.
Q: Why would I want SPS?
A: Spire Premium Support is perfect for clients that want:
Piece of mind that their system is monitored and cared for
- The ability to troubleshoot and solve issues quickly
- Proactive monitoring to be alerted of potential issues
- The ability to contact our support team 24/7/365.
- Access to our on-site technicians in case of an emergency in the evening or over the weekend
- First-in-line advanced support
We do not anticipate all of our clients will join this program, as we understand not everyone needs this level of support.
Q: You have always given me such great support with my system over the years, so why would I pay extra?
A: We wanted to make sure that as we grew as a company the one core promise we made to you; that we will always be there for you when you need us, would never be broken. SPS ensures that we will have someone ready to help you instantly, and that your voice will always be heard. In fact we are now even more available than ever, even as our client base has reached over 300 customers. SPS guarantees that an employee will be ready to take your call/text or reply within 30 minutes or less. This is a much better solution than calling/texting to our employees directly, as they could be on another project for extended periods of time, or unavailable on nights and weekends, or during vacations.
Q: Can I troubleshoot basic issues on my own?
A: Yes, with SPS and the hardware we use on all new projects, you will get an app that allows you to troubleshoot common issues with the press of a button. For example, if the family room TV doesn’t seem to work correctly, the app will display a button for “Family Room TV Not Working”, which when pressed, will re-boot the cable box and AppleTV in the family room.
Q: Is this just another way for you to earn RMR (Recurring Monthly Revenue)?
A: We know that in today’s world everyone is looking to monetize on their existing clients. That is not the case here, and SPS was not created as a profit center for Spire. We created SPS to guarantee better and faster support for those clients who need it, while still taking care of those clients who don’t mind waiting 3-5 days for support. In this environment of software updates and families relying heavily on their connected homes, guaranteed fast and reliable service is a requirement. At $799 per year, having a 24/7/365 monitored system and live support by US–based technical personnel is a great value. Our technicians will call you back in less than 30 minutes and you will receive guaranteed in-home service (if necessary) in less than two business days.
Q: What does SPS Include?
A: The best way to answer this question is to see the chart below