Support & Maintenance (365 Days a Year)
Industry-Leading Service
At SmartSi, we take pride in the meticulous design and installation of our systems, ensuring every customer enjoys reliable, seamless performance. Rated ‘Excellent’ on Trustpilot, we are grateful for the recommendations and referrals from our growing customer base.
However, as with any technology, occasional issues may arise. We understand that these can disrupt your experience and potentially impact your home’s security. That’s why SmartSi offers an industry-leading support and maintenance service to keep your system running smoothly. The cost of our annual service agreement is based on the size of your system, the number of devices, and other specific factors. Pricing typically ranges from 3-4% of the initial system cost.
We offer two service levels: Standard and Premier. Our Standard plan goes above and beyond typical offerings with a dedicated support helpline, remote monitoring, and an annual onsite maintenance visit. For more comprehensive cover, our Premier plan includes two annual maintenance visits and free technician callouts.
“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.” Alasdair Kidd, Design Director
Service When You Need It
The time you spend enjoying your home often falls outside business hours, which is when issues are most likely to be experienced. Whether you’re relaxing in the evening, hosting guests, or watching the big game, we believe you deserve support when you need it. That’s why our support team is available 7 days a week. Our helpline operates from 8am to 8pm daily, including bank holidays, and can resolve most issues remotely. Additionally, we offer a WhatsApp group to connect you with our team, ensuring quick assistance is just a message away.
For more complex issues that can’t be resolved remotely, we’ll prioritise a technician visit during office hours (9am to 5pm, Monday to Friday, excluding bank holidays) and do our best to provide a temporary workaround in the meantime.
Remote System Monitoring
Your SmartSi system includes online monitoring and fault alerts, providing real-time status updates for all devices on your network. This allows us to detect and address potential issues, often before you notice them. With remote diagnostics, we can resolve most issues quickly, reducing the need for technician visits. In many cases, minor problems can be fixed remotely, restoring your system to full operation with minimal disruption.
System Service, Health Check, and Preventative Maintenance
Regular preventative maintenance is essential for networking, smart home, security, and entertainment systems to ensure optimal performance and stability. Without regular upkeep, these systems may experience performance degradation and potential faults over time.
For devices that support remote updates, we perform maintenance from our office. Many updates, however, require onsite attention. That’s why we schedule an annual service visit (or biannual visits with our Premier plan) for comprehensive system checks and updates. This includes firmware upgrades, new operating system versions, connection checks, and cleaning dust from devices with fans.
For customers with our SENTINEL security solution, we understand that reliability is crucial to your peace of mind. In addition to standard maintenance, SENTINEL includes a complete system integrity test. We verify that all cameras,
alarms, beams, and sensors are functioning properly. Lenses and beams are cleaned, alignment is checked, and batteries are tested and replaced as needed, ensuring your home remains fully protected.
Callouts, Site Attendance, and Repairs
If a technician visit is required, typically for issues we cannot resolve remotely, such as hardware faults, electrical issues, or accidental damage, we’ll prioritise your callout and dispatch a technician promptly. Our technicians carry replacement parts for most devices, enabling same-day repairs. If we can identify the likely issue in advance, we’ll bring a temporary replacement to minimise downtime.
If a device requires repair or replacement within the manufacturer’s warranty period, we’ll handle the replacement at no cost, including labour. We’ll also provide a loan replacement, if possible, ensuring your system remains operational. Labour costs for callouts and visits are included in our Premier service plan. Standard service customers will be invoiced per visit.