It’s Time for a Better Technology Experience

Support Membership

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”.

Spire Support

What is a Membership?


Today’s technology experience is incomplete without the service and support required to solve issues rapidly and remotely. Our membership plans are designed around this principal and offer 3 levels of service:

Essentials

$0/mo

• Phone and Email Support 7 Days a Week

• Queued Advanced Support (as time permits)

Basic phone and email support as well as access to the Advanced Support team should you need it.

Most Popular


Priority

$200/mo


• Phone and Email Support 7 Days a Week


• Next-in-line Advanced Support†


• Guaranteed next-day service for urgent issues


Places you at the head of the support line and guarantees that the Advanced Support team will get to work within 4 hours (or by noon next business day if the problem occurs after-hours.)

Proactive

$300/mo

• Phone and Email Support 7 Days a Week

• Queued Advanced Support (as time permits)

• Complete Home Technology Monitoring*

• Instant Triage for Monitored Incidents

Complete home technology monitoring notifies Spire if something is wrong. Spire can get to work immediately and proactively communicate with you. This plan requires a troubleshooting tool to be in your home.

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 9am-5pm M-F, $205 outside of normal business hours.

Membership Plans: All plans are month-to-month and require no contract. You can cancel at any time. There are no refunds if you cancel mid-month.

Beginning on October 23rd, 2017, we are asking all clients to select a membership plan in order to ensure quick access to advanced support. Any client who has not yet selected a plan after October 23rd, 2017 will be limited to contact with our Basic Support team. Our Essentials plan is completely free, and selecting this plan will provide the same high quality service you are getting today with continued access to the Advanced Support team. If you are unsure of anything, please call us at (248) 218-1252 or email us at membership@spireintegrated.com and our team will be happy to help you choose.

† – Priority support starts at the Priority plan level. Advanced Support will respond to all necessary issues regardless of plan level, but Priority and Proactive plans guarantee a rapid response.

* – A troubleshooting device is required for this functionality. Troubleshooting devices allow us to solve more issues remotely saving you money and hassle.

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: $205/hour
– Trip Charge added for non-local locations 60-120 minutes from Troy: $75

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

Advance Support Team


For our members, our support team is available. Please let us know how we can help you.

First Name*

Last Name*

Email*

Phone Number*

Are you a current member?*

How can we help you?*

Phone Support

(248) 218-1252