SERVICE
Service Philosophy
At Liaison we know that standing behind the products and services we provide is even more important than the initial installation. We give our clients’ Peace of Mind, knowing they have one company to call, text or email to offer the support they need at any time. To that effect, all our systems start with a one-year Platinum Level Service Agreement. We want our clients to experience the exceptional Liaison customer service from the very beginning. Most of our clients renew as Gold Level, however, we understand every person’s needs are as unique and individual as themselves, so we offer options to suit everyone.
All of Our Service Agreements Provide
- Dedicated Service Number
- 24/7 Customer Service
- Same Day Response Time
- Remote Network and Power Monitoring via OvrC®
- Concierge Service for Outside Providers i.e. – ISP & Cable
- Internet Connectivity Support
- All Emergency* Service Requirements are Handled as Soon as Available
Break-Fix
- No Service Agreement
- Remote Phone Service
- Trip Charge
- Standard Service
- Non-Business Hours
Bronze
- Text and Email Service 24/7
- Remote Phone Service
- Service Discount of 5% on All On-Site Service Labor
Silver
- Annual On-Site Service and Equipment Maintenance
- Wi-Fi Security Sweeps
- No-Charge Remote Service 24/7
- Service Discount of 10% on All On-Site Service Labor
Gold
- In Addition to all Silver Level Services, Gold Includes:
- Semi-Annual On-Site Service and Equipment Maintenance
- Priority Service Calls (within 3 business days)
- Service Discount of 15% on all Service Labor
- Service Trip Charges Included
Platinum
- In Addition to all Gold Level Services, Platinum Includes:
- Priority Service Calls (within 48 hours of call, aim for same day)
- Product Discount of 10% on all Service-Related Products
- Audio and Video Calibration Every 3 Years
- System Wellness Checks Annually
- No Charge System Firmware Updates as Needed
- We are There for You!
Diamond
- In Addition to all Platinum Level Services, Diamond Includes:
- Priority Service Calls - Same Day
- House Guest Assistance
- Audio and Video Calibration Yearly
- Event Support - Onsite Technician, up to 4 hours, 4X’s Per Year
- Ongoing System Personalization and Customization
- All Licensing Upgrades Discounted 25%