Support – True Aspect

YOUR HOME TECHNOLOGY EXPERTS AVAILABLE FOR YOU 24/7
Delivering personal, first-class support every time you need it.

Contact Support

THE TRUEASPECT DIFFERENCE

As a leading New Jersey technology company, we understand the importance of providing high quality and reliable technical support to our clients. No matter how sophisticated or simple your home technology is, you can rest assured that there is always TrueAspect staff members ready to help you! Each family we work with is unique and expects different levels of response time and attention. Because of that, we created multiple service membership options to provide personalized support that is right for you and your Family. Each of our memberships come with different features and guaranteed response time. No matter which membership you select, we promise to deliver personal, first-class home automation services every time you need it.

OUR PERFORMANCE PLANS

FEATURE	BENEFIT	ELITE	VIP	PREFERRED	STANDARD
Dedicated support team and access	Elite staff member dedicated to your system.
Proactive remote system monitoring, updates, service	Your system notifies us of issues, often before you know
Extended remote service hours	Remote log-in service beyond our regular business hours	Mon-Sat, 8am-8pm	Mon-Fri, 9am-7pm	Mon-Fri, 10am-6pm	Business hours
On-site service hours	The days and hours we are available to come to you	Mon-Sat, 8am-8pm	Mon-Fri, 9am-5pm	Mon-Fri, 10am-4pm	Business hours
Priority Scheduling	How fast we respond to an on-site service request	Same day or next day	2 to 3 days or less	3 days or less	Next available
Response time	How fast we respond to a system or call-in notification	1-hour	3-hours	6-hours	Next avaible
Complementary equipment repairs	System hardware repair or replacement at no added charge	Up to 3-year old hardware
Complementary site visits for service or support	Site visit for service or support at no added charge		1-hour included
On-site system checkup	Our techs clean, test, and update your system on-site.	2 scheduled + 2 pre-event	2 scheduled + 1 pre-event	1 scheduled	Optional
Service Loaners	Temporary replacement hardware during repair
Recorded Surveillance video footage retrieval	Assistance with finding archived security camera recordings
Power management for surge and brownouts	We monitor and reset your system due to electrical issues
Comprehensive cyber threat protection	Hardware and software protection from cyber attacks
Routers, firewall licensing and support	Covers ongoing “paid” support to all network vendors
Annual wi-fi network scan and map	On-site wi-fi network speed and coverage performance checkup
Internet/ CableTV troubleshooting; racks resets	Fixing internet and CATV issues; system resets due to updates				Phone support only
UPS battery replacement notification	We’ll advise when system battery backup needs replacing
Hardware and software support	We handle warranty service for your system
Remote-in service session limits	How many times we’ll connect-in your system	Unlimited	Unlimited	Unlimited	Unlimited
Transferable	Your plan transfer to a new homeowner
Monthly Fee, Annual payment preferred		Pricing on request	$99/month	$69/month	$39/month

NOT A MEMBER? WE’VE GOT YOU COVERED.

As a Non-Member get access to our support team at standard billable rates with out monthly commitment. TrueAspect Hours of Operation are Monday-Friday 7 AM – 5 PM excluding national holidays. After Hours remote and on-site support is available to all TrueAspect customers Monday-Sunday 7 AM – 10 PM. Support between 10 PM and 7 AM is only available for Essentials, Plus, Premier and Elite Members per request.

What’s Included

Daytime Remote Support billed at $35 per 15 minutes
After Hours* Remote Support billed at $70 per 15 minutes
Daytime On-Site Support billed at $140 per hour
After Hours On-Site Support billed at $280 per hour

24/7/365 SUPPORT

We offer support anytime you need it. Our expert remote support team is available Monday-Sunday 7AM to 7PM, including holidays for all of our clients. With Plus, Premium and VIP plans, you are covered around the clock. Finally settling down to catch up on your shows and need assistance with your system at 11:15PM, yes, we’re here.

PROACTIVE SYSTEM MONITORING

Stay ahead of the game with Proactive System monitoring. Our technology experts monitor and diagnose any issues with your system before you can notice there is one. From equipment failing to your internet going down, TrueAspect has you covered with our preventative system monitoring technology.

PRIORITY SCHEDULING

We can solve most issues remotely… but occasionally we do need to come to your home or business. Get the fastest appointments with our Priority Scheduling. TrueAspect’s Plus, Premium and VIP plans offer same or next day onsite scheduling to be there when you need us most.

SYSTEM HEALTH VISITS

On our top plans, we come to your home and perform a 25-point system health tune-up. Our annual system updates ensure your home technology is in tip-top shape. Our technicians clean and update your equipment and perform any firmware updates. Depending on your plan level, we can schedule the health checks to put your home on ‘vacation mode’ before you go out of town and turn it back on when you return.

COMPLIMENTARY SERVICES

Many of our customers prefer an ‘all-in’ service and support plan. That means, all remote, on-site and even equipment repairs are covered in our top plan. You only have one charge for the year and we’re there to cover any service event or system update required, around the clock.

BUMPER TO BUMPER SUPPORT

Need help finding surveillance camera video footage? Want to change your preset lighting scenes? System not functioning properly after a visit by your CableTV or ISP company? No problem. Our plans offer a lot more than repair. We provide assistance for the most common questions and needs to be sure you get the most enjoyment, comfort and safety from your TrueAspect system.

VERIZON, COMCAST AND OPTIMUM ASSISTANCE

We take away the headache with cable by providing Comcast Assistance. From adding features to your existing service to being at your home to assist Comcast with installation and make sure they do their job correctly. Never call the Cable company again. Simply report any issues or changes to our support team and we will take care of it!

CONTACT SUPPORT

Your home technology experts available for you 24/7

TEXT/SMS SUPPORT

608-848-3595

EMAIL SUPPORT

info@true-aspect.com

PHONE SUPPORT