Aftercare & Support
Customer Support
Leisure time typically falls outside of business hours, as such, in the event of an issue effecting your enjoyment the chances are high that our offices will be closed when detected. Our support service is intended to provide the support you need when you need it, to diagnose and resolve any issue quickly and without the need to attend; this is facilitated via our monitoring service that allows our team to quickly triage a problem remotely. Whilst rare, a serious fault or device failure will require attendance, in which case (subject to your subscription) we will prioritise your visit and offer a discounted call-out.
“We cannot promise that hardware won't break or software won't fail. What we can promise is that if something goes wrong, we will rise to the occasion, take action and help resolve the issue.”
Features & Benefits
Telephone Support
Unlimited telephone and email support, every day from 8am to 8pm, including a dedicated WhatsApp group connecting you to our service team.
System monitoring
Remote, electronic system monitoring is at the heart of our support service, detecting potential problems as they arise and providing our support team with an effective tool to triage any issue. When you consider that most issues are minor and easily fixed, the best solution is a quick and efficient resolution, without a technician needing to attend.
Reactive system monitoring
We can monitor and access your system remotely, and in most cases can repair your system before a service call is needed.
Priority Service Calls
For Enhanced & Premium subscriptions, in the unlikely event that a service call must be scheduled, you’ll receive a priority, discounted call-out. For Premium subscriptions, we guarantee attendance within 36h.
Annual health check
Book an annual health check to keep your system up to date with the latest firmware and operating perfectly. During which we’ll discuss new features and recommended upgrades that have become available. For Premium subscriptions, this service is included.
What we can monitor
Whether your network-connected devices are up and running. The status of your network, wired and wireless. The health of most connected AV devices. Internet service status, and upload/download speeds.
System Rescue
Properly designed, installed, and programmed Smart home and entertainment systems should deliver many, many years of reliable operation and enjoyment. However, to ensure lasting performance, systems need to be maintained in much the same way that a car needs servicing. OK, so there aren’t that many moving parts to wear down, but almost everything runs on software today, which needs updating, some devices simply age faster than others and need replacing (how old is your smartphone?), plus, it’s inevitable that over time additions and changes are required to deliver the features you want. Unless these, and many others, are assisted by a professional a system can tire and develop multiple, minor issues that quickly become huge frustrations.
You may have purchased a home with an underperforming or overly complex installation; your original installer may have stopped answering the phone or gone bust; the quality of the installation maybe below what you expected. For these and many more reasons, SmartSi are on hand to recover your home technology and deliver the home experience you want, with ongoing customer support you can rely on.