Assured Support for Your Systems
Being one of the longest established AV installation companies in the UK, we feel that we can rightly claim our expertise, knowledge and reliability are something of a given.
As we write, we appreciate that’s quite a confident statement but, since founding in 1998, we have seen incredible advances in the global AV industry and collectively the team at Majik House have continually strived to be at the leading edge of new technology.
Just to give you an idea of what we mean, back in 1998 there wasn’t 4KHD or Dolby Atmos, there certainly wasn’t an iPhone or iPad and Netflix’s business was still that of renting DVDs.
Oh how the time has flown, and oh how the technology we now take for granted has progressed with great speed and giant strides.
Custom installs of home automation, AV and cinema rooms, lighting control and home security feels lights years ahead of those days and, as we’ve introduced these new technologies, we’ve also ensured that the right support for these systems are in place.
In an ideal world, all technology would self-update and constantly be running the current version of software or operating system but, as we all know from our mobile phones and computers, there are always new releases which improve functionality, iron-out bugs and improve security.
You’ll appreciate then that the same is true for smart home systems, but with a few more additional layers of complexity to consider given that the ‘brain’ behind your screens, sounds and lights is also operating a diverse array of hardware: streaming movies and music, managing light levels, monitoring security and actually quite a bit more besides.
It’s for this very reason that a number of years back we introduced a range of support plans for our customers.
Even as we write these words, we appreciate that ‘support plans’ don’t always have positive connotations in people’s perceptions, and that’s perfectly understandable, but let us answer some of your questions and illustrate why we recommend taking-out a support plan with Majik House, and the associated benefits to you.
IT’S A NEW SYSTEM, THEREFORE EVERYTHING SHOULD WORK?
Absolutely correct, and having a fully functioning system at point of hand-over is our baseline, something which is expected by you and something we’ll never compromise. This is why every Majik House project has a 12-month warranty included, along with manufacturer warranties on equipment (usually 24-months).
Our 12-month warranty includes unlimited telephone support at any time of the day, any day of the week including Bank Holidays, with 12-hour call-out response time. And depending on the specification of the installation, this also includes unlimited remote diagnostic support for clients using our OvrC Active Monitoring Solution.
You may be thinking that you won’t need us during this first year, but we can guarantee that you will. It’s not that anything may be broken or stopped working, but there will be times when you might need us or have a query or may just be unsure of something, and that’s why we call it a ‘support’ package.
DOES THIS MEAN ISSUES WILL START APPEARING AFTER 12-MONTHS?
No, not at all, and the equipment we specify and the systems we install are all with an eye firmly on the future so that we can foresee (to the best of anyone’s abilities) what changes may be on the horizon.
But, just like your smartphone, software updates are periodically required to maintain optimum performance and to ensure the ‘handshake’ between all the components in your home remains robust, reliable, and performing at their peak.
WHAT DO YOU MEAN BY ‘PERFORMANCE’?
Consider your home automation system in the same way you look after your car; chances are, the value of each may be similar.
Each year, or perhaps even more frequently, you will have your car serviced to keep it running at its best, and efficiently, and with the peace of mind that every time you turn the key it will start, and that every time you embark on a journey it will see you there and back home without any problems.
Servicing a modern car involves more than changing the oil, filters and spark plugs, with comprehensive diagnostic checks run and, yes, the software used in many cars being updated.
Now apply the same to your AV and home automation system: you want to be able to tap on a screen or press a button on a remote and what you expect to happen actually happens, every time, without question.
WHAT ARE YOUR SERVICE LEVEL AGREEMENTS?
Depending upon which support package you select, our engineers will be on-site within 12-hours (Platinum Support Package) or within 2-days (Premium and Premium Plus Support Package).
They will remain on-site until the issue is fixed or, if they need to make a return visit to complete the work, this is still considered to be a single call-out.
You will also be pleased to know that the engineer will always be a Majik House employee. In the unlikely event that we need support from a third-party contractor, they will always be accompanied by a Majik House employee.
WHAT ABOUT REMOTE MONITORING?
The OvrC Active Monitoring Solution is a cloud-based remote monitoring and management platform created specifically for professional smart home installers such as Majik House.
It allows us to undertake diagnostic checks and a degree of system repairs without the need for an engineer to visit your home, thereby allowing a far more efficient approach to rectifying any issues.
You may also be pleased to hear that thanks to our commitment to daily monitoring client’s systems, we are able to identify and rectify any system errors before you even notice an issue in your home.
If your system doesn’t have OvrC remote monitoring, please get in touch and we can discuss upgrading your system to include this incredibly useful tool.
IS REMOTE MONITORING YOUR PREFERRED APPROACH?
Not always, no, but if OvrC Active Monitoring is included as part of your installation then that will naturally be our first line of investigation and if we can resolve an issue remotely then that is the most sensible approach.
All of our support packages include an annual system service and software update, something which does require an engineer to visit your home. This is also a great opportunity to ask any questions about your system and make sure you are getting the most out of your investment.
ARE SUPPORT PACKAGES MANDATORY?
No, it is completely up to you to decide, and we’ll never pressure you into committing to a support package if you do not wish.
All Majik House customers can access support from us on an ad-hoc basis, with fees billed on a set hourly rate. Please be aware that clients with a support package will take priority and we cannot offer the same response times mentioned earlier.
WHAT IF I GET SYSTEM SUPPORT FROM ANOTHER COMPANY?
Naturally we’d be disappointed if this was the case and we’d like to know if we’d done anything wrong or the reason for going elsewhere. Unfortunately, using a third-party contractor would invalidate any support package agreement between us as we are not able to offer assurances to the quality of their work or confidently rectify any errors as a result of their involvement.
To conclude this piece on our support plans, the choice really is up to you and – like with everything we do – if you are in any way unsure of anything then we are always more than happy to help, so please don’t hesitate to ask.
We want you to get the most from your investment in your smart home system and all the elements this encompasses, and we firmly believe that a Majik House Support Package will ensure your system is working to its full potential from day one and for many years to come.
And should you be thinking of selling your home in the years ahead, it won’t go unnoticed by future buyers that your automation system has been designed and installed by one of the UKs leading AV companies, and that it has been professionally maintained to the high standards you expect from Majik House.