PEACE OF MIND FOR YOUR HOME TECHNOLOGY
Best in class support has always been our top priority. With the addition of ExpertCare, our true, 24x7 email, phone, text and chat support, we’ve got you covered day or night.
TRUST THE EXPERTS!
TECHNOLOGY SUPPORT YOU CAN COUNT ON
Technology systems occasionally experience disruptions. We want to keep things simple and provide support if your systems experience any of these disruptions. From proactively monitoring and fixing your system remotely to enabling you to reset your own system easily, we have you covered.
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.
What can we monitor
Whether most of your connected devices are up and running.
Health of many connected AV devices and light switches (availability may vary depending on manufacturer).
Internet up/down state and average upload/download speeds.
What can’t we monitor
Quality of audio/video (a connected network media player may show as online but the audio and video may still be experiencing issues).
Different apps and services within connected network devices (i.e. Netflix not working or Pandora producing an error message within a functioning Apple TV or Sonos player).
Toasters, wicker baskets, toilets, major home appliances (yet), pets, kids, plant life of threats from zombies.
CHOOSE YOUR MONTHLY SUBSCRIPTION
1- ExpertCare VIP subscription
$499/month
24x7 text, email, and phone support
Proactive Monitoring
Tier 1 priority for onsite services (guaranteed same day service)
Weekday onsite service rate - $215 1st hour, $175 each additional*
*After hours onsite service rate - $400 per hour, minimum 2 hrs.
2- ExpertCare Premier subscription
$99/month
24x7 text, email, and phone support
Proactive Monitoring
Tier 2 priority for onsite services (guaranteed next day by 12pm)
Weekday onsite service rate - $215 1st hour, $175 each additional*
*After hours onsite service rate - $400 per hour, minimum 2 hrs.
3- ExpertCare Advanced subscription
$65/month
24x7 text, email, and phone support
Proactive Monitoring
Tier 3 priority for onsite services
Weekday onsite service rate - $215 1st hour, $175 each additional*
*After hours onsite service rate - $400 per hour, minimum 2 hrs.
4- ExpertCare Base subscription
$0/month
M-F 8am-4pm ONLY - Email, text, phone support – pre-paid @ $65/15 min
Tier 4 priority for onsite service
Weekday onsite service rate - $290 1st hour, $195 each additional*
AFTER HOURS SERVICE IS NOT AVAILABLE FOR NON-SUBSCRIBERS
*Manhattan onsite rates vary
FAQ
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ExpertCare is our new comprehensive support subscription that includes a dedicated 24/7 Remote Support Team, a local HTE Onsite Support Team as well as 24/7 remote monitoring of your system. It is dedicated for subscribers only.
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Pricing starts at just $65/month. Details can be found above.
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Once subscribed you will receive a “welcome” email with a contact card attached. We encourage you to store the information on your mobile device. Alternatively, you can call our office and press 2 for “support” and then 1 for “HTExpert Care.”
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Email, phone, text and chat.
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No, your first contact should always be to the 24/7 Remote Support Team.
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Yes! However, the 24/7 Remote Support Team will always attempt to solve your issue remotely first. If they cannot resolve the issue, your issue will be escalated to the local HTE Onsite Support Team.
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Yes, but you will bypass the 24/7 Remote Support Team and go directly to scheduling onsite service. We STRONGLY recommend that you do NOT bypass the 24/7 Remote Support Team as they can solve almost 80% off all issues remotely.
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Only upon special request. Please contact alex@hteny.com for details.
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YES. Our 1-year warranty on workmanship only covers service during regular business hours. After hours support is additional unless you already purchased an HTExpert Care subscription.
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Yes! If you’re not at the home, that is even more reason to have your system proactively monitored. The last thing you want to do is deal with home technology issues when you only have limited time to enjoy your home. We’ll make sure that when you are there, your system is firing on all cylinders.
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NO, the 24x7 support team is located in Richmond, Virginia and Las Vegas, Nevada. The team is comprised of highly skilled home technology experts who are trained on the specifics of your system. They know the locations of all the devices in your home, the know all the specific parts, they have all of your network information, etc. You can feel confident knowing that over 80% of the calls that they field are resolved without dispatching a technician to your home.
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No, BUT you will not have access to our afterhours phone number and therefore will only be able to reach us for service during our normal M-F, 8am-4pm business hours. In addition, service rates for non-subscribers will be increased to $275 for the first hour. (see rates above)
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No, all support inquires must come through the proper channels. Our techs are no longer expected to respond to after-hours support requests in any form.
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For a limited time, yes. However the emergency rate will be $100/hr higher ($500/hr instead of $400/hr). Within 3-6 months emergency service will be phased out for non-subscribers.
For non subscribers the emergency email is emergency-NS@hteny.com. All emergency service is paid in advance on our website.
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No, however we do have maintenance agreements that are available upon request.
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No, however onsite service rates are discounted for ExpertCare subscribers. (see rates above)
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If you subscribe to our Advanced, Premier or VIP HTExpert Care, you will be given priority for onsite service. Tier 1 is the highest priority and Tier 4 is the lowest.
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In most cases immediately. The max wait time would be about 8min.
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Maybe. If your system was installed within the past 3 months, chances are you already have the equipment in place. If not, you will be required to purchase an HTE Monitoring Device powered by OvrC. You can purchase the device here. The initial purchase comes with (2) hours of configuration at a discounted rate. Depending on the size of your system, you may require additional configuration time that will be billed at $165/hr.
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The configuration is extremely detailed. Every component in your system needs to be labeled and identified by room so that the 24x7 support team has all the information they need to effectively monitor and support your system. This is a critical step to enabling the highest quality 24x7 support available.
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Generally, anything that has a connection to the internet. The specifics can be found above.
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After you receive your “welcome” email from the 24x7 support team.
Please note that due to high demand, we cannot guarantee start dates. HTE will however provide support directly during the waiting period. We apologize in advance for any delays.
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Although this may seem like a sudden change, we have been vetting after hours support partners for over 2 years. It became clear as the business continued to grow, that supporting hundreds of clients afterhours was not something that we were going to be able to do effectively on our own long term. Our primary goal has always been to provide best-in-class support for the systems we design and install, both during and after business hours. With the help of our new partner, HTE is now able to confidently deliver on both fronts.
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Once subscribed, you will be given a dedicated email address, phone number and link for live chat.
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Yes and yes. Just give us a call and we can link you up with a satisfied HTExpert Care subscriber.