SFXCare
Sound Effects
As a leading 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 are always Sound Effects staff members ready to help you! Each customer 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. 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.
| FEATURE | BENEFIT | ELITE | ENHANCED | ESSENTIAL |
|---|---|---|---|---|
| Extended remote service hours | Remote service beyond our regular business hours | 24/7/365 phone, email, chat | 24/7/365 phone, email, chat | 24/7/365 email, chat |
| On-site hours | When we’ll come to you for system support / repairs | Mon-Fri, 8a-5p* | Mon-Fri, 9a-5p* | Mon-Fri, 10a-3p* |
| Priority scheduling | How fast we respond to an on-site service request | Same-day or Next-day | 1 business day | 2 business days |
| Response time | How fast we respond to a system or call-in notification | Less than 1 hour | Less than 1 hour | Less than 1 hour |
| Complimentary site visits for service or support | Site visits for service or support at no added charge | Included | 1-hour included every 3 mo | |
| On-site system checkup | Our techs clean, test and update your system on‑site | Two visits per year | One visit per year | |
| Member dedicated support team | Elite specialist team ready to assist | ✔ | ✔ | ✔ |
| Network configuration management | Remote management of your network components | ✔ | ✔ | ✔ |
| Network and WiFi monitoring | On-site review of network speed and coverage | ✔ | ✔ | ✔ |
| Internet and CableTV troubleshooting | Monitoring and assistance with ISP issues | ✔ | ✔ | ✔ |
| Proactive remote system monitoring | Your system notifies us of issues, often before you know | ✔ | ✔ | |
| Lighting and shade scene reprogramming | We’ll update your lighting and shade scene presets as needed | ✔ | ✔ | |
| Streaming services setups | We’ll update your streaming video and music sources as needed | ✔ | ✔ | |
| Password management | Off-site backup of all network passwords | ✔ | ✔ | |
| Recorded surveillance video footage retrieval | Assistance with finding archived security camera recordings | ✔ | ✔ | |
| Power management for surge/brownouts | We monitor and reset your system due to electrical issues | ✔ | ✔ | |
| Parental Controls | Set and limit WiFi access for children or others in the home | ✔ | ✔ | |
| App Control | Mobile app enabling system adjustments by the homeowner | ✔ | ✔ | |
| Complimentary equipment repair service | Includes hardware testing, removal, repair and re‑installation | ✔** | ||
| Service Loaners | Temporary replacement hardware during repairs as available | ✔ | ||
| System licensing included | Covers integrated devices, remote connect licenses, etc | ✔ | ||
| System upgrade discounts | 10% off select equipment upgrades after original purchase (parts only) | ✔ | ||
| Security monitoring included | 24/7/365 security monitoring bundled with SFXCare plan | ✔ | ||
| Monthly Fee | Price on request | $164.99/mo or $1,979/yr | $59.99/mo or $719/yr | |
| | ||||
* Per incident support starting at $165/hr
Remote repairs may require additional monitoring equipment. Remote monitoring may not be possible for all devices. System repairs subject to manufacturer warranties. New programming and system upgrades are billed at current rates. Travel charges may apply for site visits greater than 20 miles from our headquarters. Service hours may vary depending on building access rules. See agreement for details. Terms/conditions can change with 30-days notice. Plan coverages apply only to installation and equipment purchased from SoundEffects *After hours/holiday service available for $300 fee plus our hourly charges. **Covers equipment 3-years old or less purchased from SoundEffects.
NOT ON ONE OF OUR PLANS?
We strongly recommend our plans, but you can still access our fantastic service and support team for assistance. As a non-member, we offer 5-minutes of free phone support during business hours. If you need more time, you'll be billed at our Non Member support rates whether remote or on‑site.
What's Included
Sound Effects Hours of Operation are Monday-Friday 8 AM - 4 PM excluding national holidays. After Hours remote and on-site support is available to all Sound Effects customers Monday-Sunday 8 AM - 10 PM. Support between 10 PM and 8 AM is only available for Essentials, Plus, Premier and Elite Members per request.
Non Member Support Rates:
- 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 $165 1st hour - $115 each additional hour
- After Hours On-Site Support billed at $300 1st hour - $115 each additional hour
DIY SUPPORT APP
Our DIY support app gives you access to your system when you need it most. With our personalized app you have the option to fix common issues and manage your network at your own convenience with a simple press of a button.
ANNUAL TECH REVIEWS
Our support team provides on-site annual review of your home technology to make sure you are getting the most from your system. From checking devices status to insuring all the equipment and systems are working properly. At the end the review, you receive a full report of any issues we find/fix and recommendations on available solutions.
PRIORITY SCHEDULING
Get pushed to the front of the line with our Priority Scheduling. Our Plus, Premium and VIP plans offer same or next day onsite scheduling to be there when you need us most.
ANNUAL SYSTEM UPDATES
With technology always changing our annual system updates ensure your home technology is always up to date. Our support team provides on-site annual visit to update all your equipment and software, making sure you always have access to the most current system functionality and features.
PREVENTATIVE SYSTEM MONITORING
Stay ahead of the game with Preventative 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 Avidia has you covered with our preventative system monitoring.
EXTENDED SERVICE HOURS
We offer support anytime you need it. Our support team is available for extended service hours, for both remotely and if we need to go on site. Our best plan includes weekend hours as well.
SERVICE PROVIDER ASSISTANCE
We take away the headache with cable by providing Service Provider 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 comcast again. Simply report any issues or changes to our support team and we will take care of it!
Q: Why do I need a Performance Plan?
A: 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. This reduces time and expense for you and for us.
Q: Is my system reliable?
A: 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.
Q: What if I’m not on a Plan?
A: 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.
Q: What can we monitor and update remotely?
A: 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.
Q: What can’t we monitor?
A: Older hardware like some TVs and some 3rd party devices.
Q: How do my manufacturer warranties fit in with the Plans?
A: Your manufacturer warranties are fully in effect.
Q: Do I need to sign a contract?
A: Yes, we offer an agreement that automatically renews.
Q: How are the plans paid?
A: Our Performance Plans are paid monthly or yearly. We accept credit cards.