We can't promise your tech won't break 

But we can promise to be there when it does

 

  • Up to 15 minutes Basic Support is provided FREE for the lifetime of all Homeplay systems
  • FREE Basic Support is provided 7 days a week, 8am - 10pm with an average response time of less than 30 minutes
  • Advanced Support is charged at £90 inc VAT per hour in 15 minute increments (full details below)
  • Priority access to Advanced Support is included with our 'Agility' and 'Prevent' Aftercare Plans
  • Proactive system monitoring means that we can identify and act on problems immediately, minimizing down time and inconvenience (Prevent Aftercare Plan Only)
  • Professional ticketing system via phone/SMS/email for efficient communication and incident resolution
  • Proactive servicing - annual system firmware updates to keep your system secure and up to date with the latest features

Foundation

£0

per month

  • FREE 7 Day 8am-10pm Basic Support
  • Average 30m wait for Basic Support
  • Max 2 Week wait for Advanced Support
  • No Proactive Monitoring
  • No Ongoing Commitment

SIGN UP*

Agility

£60

per month

  • FREE 7 Day 8am-10pm Basic Support
  • Average 30m wait for Basic Support
  • Max 24 Hour wait for Advanced Support
  • No Proactive Monitoring
  • No Ongoing Commitment

SIGN UP*

Prevent

£120

per month

  • FREE 7 Day 8am-10pm Basic Support
  • Average 30m wait for Basic Support
  • Max 2 Hour wait for Advanced Support
  • Includes Proactive Monitoring
  • No Ongoing Commitment

SIGN UP*

* By signing up to an Aftercare Plan you agree to our Terms and Conditions below. All prices quoted include VAT at 20%


Terms and Conditions

  • Basic Support is FREE and defined as:
    • Support provided over phone/SMS/email that takes 15 minutes or less to provide
    • Assisting with troubleshooting, device reboots and workarounds
  • Advanced Support is chargeable and is defined as any or all of the following:
    • Support provided over phone/SMS/email that requires longer than 15 minutes
    • Support provided using remote connection services like Domotz, VPN, screen sharing, etc
    • On-site support
  • Advanced Support is charged at the following rates (all prices are inclusive of VAT @ 20%):
    • £90 per hour during normal business hours
    • £135 per hour outside normal business hours
    • Normal business hours are between 8am and 6pm, Monday to Friday
  • Access to Advanced Support:
    • Advanced Support is provided outside normal business hours to Agility and Prevent plan clients only, between 6am and 10pm, 7 days a week, with a maximum response time of 24 hours for Agility plan clients and 2 hours for Prevent plan clients.
    • Before escalating to Advanced Support, Basic Support will agree with you a priority level for your incident, either 'Normal' or 'High'
      • 'Normal' priority incidents will be dealt with during normal business hours on the next business day and charged at standard rates listed above
      • 'High' priority incidents will be dealt with as soon as possible and charged at 'outside of hours rates' listed above
      • For guaranteed same day Advanced Support, your incident must be reported before 8pm for (Prevent plan clients only).
  • 2 Hour Minimum On-Site Charge -
    • £180 minimum on-site charge during normal business hours (for up to 2 hours on site)
    • £270 minimum on-site charge outside of normal business hours (for up to 2 hours on site)
    • Return visits for same incident are billed at standard hourly rates without a second minimum on-site charge
  • Advanced Support is billed in 15 minute increments
  • For incidents requiring Advanced Support, an invoice will be emailed to you upon resolution of the incident and payment will be collected via Direct Debit 10 days after the date of the invoice
  • All Aftercare Plans include providing Wi-Fi passwords (for homes that we manage the Wi-Fi) up to twice a year at no charge. Beyond twice a year we will make a 15 minute charge. All other passwords (Sky, Control4, Netflix, etc) are the responsibility of the client.
  • We will contact you at least once a year to arrange an pro-active on-site service visit to perform system checks, make any programming tweaks necessary and update all device firmware - this typically take 2 hours for a small to medium sized system and therefore costs £180, but we will agree a cost for your system when booking the visit
  • A one-off payment of £1 will be charged when you join the Foundation plan to verify your Direct Debit details. £1 will then be deducted from your first invoice for Level 2 Support

Support will only be provided through the following channels:

Phone – +44 1932 300 076

Text (SMS only, not iMessage or WhatsApp) – +44 1932 300 076

Email – support@homeplay.tv

Download a v-card with the above support details to save to your phone or laptop here

Full Terms and Conditions can be found here

Our Privacy Policy can be found here