We can't promise your tech won't break 

But we can promise to be there when it does

 

  • Up to 30 minutes Basic Support (via phone or email) included free of charge for the lifetime of your system
  • Average response time for Basic Support less than 30 minutes (during support hours)
  • Professional support ticketing system for efficient communication and incident resolution
  • Proactive servicing - annual system check with firmware updates to keep your system secure and up to date

Foundation

£0

per month

  • Office Hours Mon-Fri 8am-5pm
  • Average 30m wait for Basic Support
  • Max 2 Week wait for Advanced Support
  • Standard Advanced Support Fees
  • Basic Remote Support

SIGN UP*

Agility

£30

per month

  • Extended Hours 7 Days 8am-10pm
  • Average 30m wait for Basic Support
  • Max 72h wait for Advanced Support
  • Standard Advanced Support Fees
  • Basic Remote Support

SIGN UP*

Agility Plus

£60

per month

  • Extended Hours 7 Days 8am-10pm
  • Average 30m wait for Basic Support
  • Max 24h wait for Advanced Support
  • 10% Off Advanced Support Fees
  • Advanced Remote Support

SIGN UP*

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


Short Form Terms and Conditions

  • Basic Support is FREE and defined as:
    • Support provided over phone/email that takes 30 minutes or less to provide
    • Assisting with basic troubleshooting, device reboots and workarounds
  • Advanced Support is chargeable and is defined as any or all of the following:
    • Support provided over phone/email that requires longer than 30 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, billed in 30 minute increments
    • £135 per hour outside normal business hours, billed in 30 minute increments 
    • Normal business hours are between 8am and 5pm, Monday to Friday
  • 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)
    • Invoices and Payment -
      • Advanced support invoices under £500 will be collected via Direct Debit 10 days after the date of the invoice
      • Advanced support invoices over £500 will be emailed to you for manual payment
      • A one-off payment of £1 will be charged when you join the Foundation Plan to verify your Direct Debit details

    Support will only be provided through the following channels:

    Phone – +44 1932 781 327

    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