THEATER ONE
Monitoring
24/7 365 support – phone & chat support team
Theater One Monitoring
The day we complete your installation is the day we start the next phase of our relationship. That is when Theater One Concierge begins – our remote and on-site support for your system. It’s our responsibility to be sure all the bits and pieces that make up your technology solution operates as good today as tomorrow, and for years to come. We treat your home as a respite from the outside world. We take care of system integrations, programming, software, networks, connectivity to your internet service; as well as diagnosis, troubleshooting, monitoring, updates and maintenance. Additionally, we schedule periodic health visits to clean, calibrate, update and run performance checks on your system.
Call our 24/7 365 support team – phone and chat support is available around the clock.
Our Plans
Theater One Concierge Performance Plans
SILVER
- Proactive remote system monitoring
- Remote system care
- Remote service hours: 24/7/365 phone, email, text
- Advanced on-site service and phone support hours: Mon-Fri, 10am-3pm
- Silver Priority Scheduling
- Response time: within 3 hours
- Network configuration management
- Annual WiFi network scan
- Internet and CableTV troubleshooting
- ISP Concierge
- Transferable
GOLD
- VIP member status
- Proactive remote system monitoring
- Remote system care
- Remote service hours: 24/7/365 phone, email, text
- Advanced on-site service and phone support hours: Mon-Fri, 9am-4pm
- Gold Priority Scheduling
- Response time: within 2 hours
- Complimentary site visits for service or support: 4-hours per year included
- Wellness system checkups: Annual 25-Point***
- WiFi credential management
- Recorded surveillance video footage retrieval****
- Power management for surge/brownouts
- Network configuration management
- Annual WiFi network scan
- Internet and CableTV troubleshooting
- ISP Concierge
- Transferable
PLATINUM
- VIP member status
- Proactive remote system monitoring
- Remote system care
- Remote service hours: 24/7/365 phone, email, text
- Advanced on-site service and phone support hours: Mon-Fri, 8am-7pm*
- Platinum Priority Scheduling
- Response time: less than 1 hour
- Complimentary equipment repair service**
- Complimentary site visits for service or support
- Wellness system checkups: Bi-annual 25-Point visits***
- Rack Intelligence
- Lighting and shade scene reprogramming
- Streaming music and video setups
- WiFi credential management
- Recorded surveillance video footage retrieval****
- Power management for surge/brownouts
- Network configuration management
- Annual WiFi network scan
- Internet and CableTV troubleshooting
- ISP Concierge
- Transferable
Remote repairs may require additional monitoring equipment. Remote monitoring may not be possible for all devices. System repairs subject to manufacturer warranties unless otherwise indicated. New programming and system upgrades are billed at current rates. Service loaners subject to availability for Platinum level. Service hours may vary depending on your building’s access rules. Non-Theater One systems require on-site evaluation and may require possible plan changes. Plans are annual agreements with monthly billing. Terms and conditions subject to change with 30-days notice. *After hours/holiday on-site service available at $350 per hour with a 2-hour minimum. **Applies to equipment purchased from Theater One only during the manufacturer’s warranty period; system requires power suppressor. Equipment replacement not covered. ***Travel charges may apply for site visits. ****Camera system access and compatible hardware required. See agreement for details. PER-INCIDENT SERVICE IS BILLED AT CURRENT LABOR RATES, FOR REMOTE OR ON-SITE SUPPORT OR SERVICING. RESPONSE TIME AND SCHEDULING IS ‘AS AVAILABLE.’
What we Do
System Wellness Checkups
- White glove cleaning of audio and video components
- Inspect all equipment for signs of wear
- Check all batteries in remote controls, touchpanels…**
- Inspect and verify all wiring and connections
- Review control and network logs for security and errors
- Backup all programs and system configurations
- Check temperature of all equipment closets and cabinets
- Inspect fans for failures, jams, or dust build-up
- Verify any connections from integration to security system
- Calibrate audio and video components as required
- Check bulb life on video projectors
- Check voltage at all surge devices where measurable
- Conduct a wireless (WiFi) bandwidth and coverage test
- Inspect and clean equipment racks
- Test lighting and shade zones, scenes, and keypads
- Verify power to all wireless access points
- Verify operation of audio/video zones
- Verify operation of user-interfaces and controllers
- Conduct firmware updates as required
- Reboot all CATV, Dish and ISP devices
- Run internet speed tests
- Discuss any known issues or questions with homeowner
- Explain priorities for next scheduled visit and review any required service call follow-ups
- Review new technologies with client
- Ensure jobsite is properly cleaned prior to departure
** UPS and shade battery parts replacements not included. Shade battery or fixture repairs that require scaffolding incur an additional charge.
Learn More About Our Plans
Frequently Asked Questions
Why do I need a Performance Plan?
We can now do most maintenance, updates, support and even system repairs remotely. If there’s a new update that would normally require a home visit, we can often perform the maintenance right from our office without interrupting you for a home visit thereby reducing time and expense for you.
Is my system reliable?
More than ever. We rarely replace hardware. But there are constant software updates, not only on what we installed, but on your mobile devices, streaming platforms and internet services.
What if I’m not on a Plan?
You can choose to pay per incident and by the hour, but won’t receive priority scheduling, extended hours or over a dozen other benefits. In fact, you’ll likely pay more than if you were on a plan.
What can we monitor & update remotely?
Just about any device that’s connected including all critical system automation and networking hardware… exactly the items that are most dependent on software updates.
What can’t we monitor?
Older hardware like some TVs and a few 3rd party apps.
How do my manufacturer warranties fit in with the Plans?
Your manufacturer warranties are fully in effect.
Do I need to sign a contract?
Yes, we offer an annual agreement that automatically renews.
How are the plans paid?
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