It’s Time for a Better Technology Experience

Premium Support Plan

Contact Support

The Spire Difference


Spire’s vision is to create lasting relationships with every client. Spire believes client support is a big part of that vision. That is why they are committed to raising the bar in client relations and strive to provide paramount “support” rather than just best effort “service”.

Support

 To see the full details of Spire Premium Support plan: CLICK HERE

Premium Support Plan

It Is Time For a New Approach


There is one question every homeowner/contractor should ask when buying a home control system but most never ask: “What is your support policy?”

This should include:

– What are your hours of support?
– Do you offer any options for remote support and weekend support on site?
– What happens if I need support after hours?
– How long after the system is installed will you support us?

The home electronic integration industry is full of very smart and talented people who know how to sell, design, and install very complex systems. What many tend to forget is that these systems will need to be supported, maintained and somewhere along the way, updated. Most companies do not think in long-term, they just think about right now. All too often, the goal is to make the sale, and design something that will work right now, even if it cannot be maintained long-term.

Support Approved Projects

Here at Spire we believe in the concept of “support approved projects”. This means the project is designed to be easier to maintain, supported, and accommodate future updates. We also believe in making sure our clients get support when they need it, not just when we are available. Most clients are not home during the typical business hours of 8am – 5pm, when we are open, and system support is needed after-hours when they are actually using their technology.

24/7 Remote Support

Spire already provides excellent Advanced Support offered during business hours (Monday-Friday, 8:00 am – 5:00 pm). We are now taking it even further, offering 24/7 system monitoring and remote after hours support. We have partnered with a national integration support company to offer what we believe is the industries best support system.

The company we partnered with is made up of like-minded technicians, programmers, and support managers from around the country to help with your remote support needs. These technicians have been vetted and cleared some of the highest possible background checks as we understand your need for privacy and data safety.

In the event that our remote support technicians cannot resolve the issue, your case will be directed to a dedicate Spire employee for further troubleshooting. If after further troubleshooting, an on-site visit is required, our Spire support coordinator will work directly with you to schedule a visit at a time that is convenient for you. Only Spire personnel will perform the on-site support visit.


Please see the chart below to learn how you can participate in the program. We understand that this is a change in the way that support has been delivered at Spire in the past. Our goal is to make sure we meet and exceed your expectations over the life of your Spire installed system. In order to do this, we need to ensure this support system is in place for when you need us the most.

Premium Support Plan

Some Fine Print

Security: We take privacy and security very seriously. Our troubleshooting tool let’s us see only the status of a device on the network. Nothing else. There’s no access to the content or data, devices appear as either on-line or off-line. Period.

Support: Basic Support is always free, and always available. Basic Support will solve as much as they can, but if Advanced Support is required, that time is billable. Advanced support can remotely log into your control system or come to your home to replace or repair hardware.
Rates are $135/hr 8am-5pm M-F, $225 outside of normal business hours.

Membership Plans: Plan is flexibility to use for part or whole year and require no contract. You can cancel at any time. There are no refunds if you cancel mid-month.

Preventative Maintenance


At Spire, we believe that post-installation service and support is an important element of our electronic systems.  Just like regular oil changes for your car, and maintenance on your pool, our systems require regular maintenance to run at their full potential.

Our Preventative Maintenance program will help keep your system running smoothly by proactively providing updates and catching any issues before they arise.

Preventative Maintenance visit includes:
  Inspect all equipment connections and ensure proper wire management.
Inspect manual functionality of all Blu-Ray and Media players.
Perform full clean-up of system including dust removal from all equipment racks and cabinets.
Review system functionality – test operation of every A/V source and every room on the system.
Run firmware upgrades on devices as necessary.
Perform refresher training session.
Offer update recommendations.
Check power sources and replace batteries as needed. *



The visit requires 2 technicians and takes 4-8 hours depending on size of system.
We recommend 1-2 times per year.

Preventative Maintenance Visit Includes:

Included

Inspect all equipment connections and ensure proper wire management.

Inspect manual functionality of all Blu-Ray and Media players.

Perform full clean-up of system including dust removal from all equipment racks and cabinets.

Review system functionality – test operation of every A/V source and every room on the system.

Run firmware upgrades on devices as necessary.

Perform refresher training session.

Offer update recommendations.

Check power sources and replace batteries as needed.*

The visit requires 2 technicians and takes 4-8 hours depending on size of system.
We recommend 1-2 times per year.

Pricing

System Size

Small

$450 / per visit

$360 Discount Price for Premium Support Plan Members

Average System


System Size

Medium

$700 / per visit

$560 Discount Price for Premium Support Plan Members

System Size

Large

$950 / per visit

$760 Discount Price for Premium Support Plan Members

Battery Replacement

* Extra charge if batteries are replaced (no labor charged to replace them). Battery prices vary according to rack size: $130 – $300.

Contact support for exact prices for your system.

Warranties


Just like the equipment that you are purchasing from us, every Spire installed system comes with a warranty on our service. This warranty covers any installation-related problems that may occur as well as providing labor for warranty repairs on equipment purchased from us. This warranty starts on the day that the system is deemed functional by Spire, which is generally at the same time the customer has been trained.

6 Month Warranty

Equipment

For products purchased from Spire that are currently under the manufacturer’s warranty, Spire will coordinate the REPAIR of the product with the manufacturer on behalf of the customer.

Spire will provide labor to remove the product, send it in for repair, and re-install it. Shipping charges will not be covered.

If the cause of damage is related to any non-Spire provided equipment (ex: a client provided receiver shorts out and causes damage to Spire provided speakers), the labor and parts WILL NOT be covered.

Client provided equipment is not covered under any of Spire’s warranties.

For any products that were damaged due to misuse (ex: remote chewed by dog), abuse (ex: dropped touch panel), or acts of God (ex: lighting, fire…etc.), the labor WILL NOT be covered.

Installation

Spire will cover any issues related to defects in our installation or workmanship.

Emergency Service

Included with a 24-hour response time for a catastrophic system failure.

6 Months – 3 Years

Equipment

For products purchased from Spire that are currently under the manufacturer’s warranty, Spire will coordinate the REPAIR of the product with the manufacturer on behalf of the customer.

The customer will be charged for labor to remove the product, send it in for repair, and re-install it. Shipping charges will not be covered.

Installation

Spire will cover any issues related to defects in our installation or workmanship.

Emergency Service

Available with a 24-hour response time for a catastrophic system failure.

Calls & Repairs

All Support Calls and repairs are billable.
– Support rates: $135/hour during business hours 1-man service team (1 hour minimum).
– After hours available for Premium Plan members: $225/hour
– Trip Charge added for non-local locations 60-120 minutes from Troy: $75

Standard Support Hours are 8:00am – 5:00pm Monday – Friday.

Contact Our Support Team


Please let us know how we can help you.

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Phone Support

(248) 544-0072