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”.
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 Phone, Email, Text, Chat Support
Spire provides excellent Advanced Support during business hours (Mon-Fri, 8:00 am–5:00 pm). In addition, we offer system monitoring, and remote support, 24/7/365 for our Spire Premium Support members.
Please see the chart below to learn how you can participate in the program:
Premium Support Plan
Click on the chart to enlarge.
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 $145/hr 8am-5pm M-F, $225 outside of normal business hours.
Membership Plan: The plan is flexible and can be used for the whole year or just a part, and requires no contract. There are no refunds if you cancel mid-month.
See What Participants are Saying About the Spire Premium Support Program
“We have found Spire Premium support very easy to work with. We have not needed them often but when we’ve had an issue, they have responded in a very timely manner and worked diligently to resolve it as quickly as possible. They have also noticed and alerted us to system issues when we aren’t at our home and proactively solved those so it would be running smoothly upon arrival. Spire works very hard to maintain their reputation of providing ongoing support of the systems they install and I’ve learned via past experience that not all companies do that.”
– Glen Lake, Michigan
“I love the new service program. The guy who helped us was very helpful and stayed with us. I am very happy we signed up with the service.”
– Bloomfield Hills, Michigan
“I am satisfied and they fixed the problem fast”
(In response to a lighting issue on the back porch)
– Birmingham, Michigan
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.
1 Year 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.
o 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
o Included with a 24-hour response time for a catastrophic system failure (whole home lighting system failure, main control system down). Single TV not working is not considered an emergency.
1 – 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 are customer’s responsibility.
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 (whole home lighting system failure, main control system down). Single TV not working is not considered an emergency.
Calls & Repairs
All Support Calls and repairs are billable.
– Support rates: $145 for the first hour, and $105 for each additional hour for a 1-man Support team.
– After hours available for Spire Premium Support members: $225/hour
– Trip Charge added for non-local locations 60-120 minutes from Troy: $75
Service hours are 8:00am – 5:00pm Monday thru Friday.
Contact Our Support Team
Please let us know how we can help you.