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.
Experience the Benefits
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Remote Repair Your system will be accessed remotely and oftentimes repaired without a service call. -
24/7 Support Coverage We’re available to communicate with you in whichever manner best fits your lifestyle. -
App Control You’ll get a mobile app enabling you to fix many of the common issues that technology systems experience. -
Discounted Service Call Rates In the unlikely event that a service call must be scheduled, you’ll receive a preferred rate.
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
| Feature | Break - Fix | Bronze | Silver | Gold | Platinum | Diamond |
|---|---|---|---|---|---|---|
| No Service Agreement | ✔ | |||||
| Remote Phone Service | ✔ | ✔ | ||||
| Trip Charge | ✔ | ✔ | ✔ | Included | Included | Included |
| Standard Service | ✔ | |||||
| Non-Business Hours | ✔ | |||||
| Text and Email Service 24/7 | ✔ | |||||
| Service Discount | Service Discount of 5% on All On-Site Service Labor | Service Discount of 10% on All On-Site Service Labor | Service Discount of 15% on all Service Labor | Service Discount of 15% on all Service Labor | Service Discount of 15% on all Service Labor | |
| On-Site Service and Equipment Maintenance | Annually | Semi-Annually | Semi-Annually | Semi-Annually | ||
| Wi-Fi Security Sweeps | ✔ | ✔ | ✔ | ✔ | ||
| No-Charge Remote Service 24/7 | ✔ | ✔ | ✔ | ✔ | ||
| Priority Service Calls | Within 3 business days | Within 48 hours of call, aim for same day | Same Day | |||
| Audio and Video Calibration | Every 3 Years | Yearly | ||||
| System Wellness Checks | Annually | Annually | ||||
| No Charge System Firmware Updates as Needed | ✔ | ✔ | ||||
| House Guest Assistance | ✔ | |||||
| Event Support - Onsite Technician, up to 4 hours, 4X’s Per Year | ✔ | |||||
| Ongoing System Personalization and Customization | ✔ | |||||
| All Licensing Upgrades Discounted 25% | ✔ |