Platinum Service and Support Plan

Jetsons Living Service and Support Package

1. What types of services and repairs are included?

• Remote Assistance – If your system needs troubleshooting or additional programming, we will be able to assist by remotely logging into Arden, Arden Touch Screen, or Arden.ai. 

• Instant Alerts – We will track the status and performance of all of our installed equipment as well as any devices you have installed on your own. We can then get instant status alerts if any device has an issue and attempt to fix it remotely. We also will contact you if needed in the event a manual restart or access to your system is necessary. 
  • 24 Hour Status Monitoring – It is very important that all cameras work at all times. Our platform tracks camera status, and as soon as one goes offline, we will be notified. 

• Camera Lens Cleanings – Camera lenses can get foggy over time. Water spots pool up on the lens which makes it hard to see at night. With allotted service hours, we can come to your location periodically to do general maintenance on cameras and other equipment. (Applicable for customers in our local markets)
• Warranty Replacements – Each system we offer comes with a minimum 1-year warranty. Depending on the service plan selected, customers will be awarded additional warranty periods. 
• Custom Voice Commands – From creating and changing camera names to creating specific responses and voice commands.  (Counts towards allocated plan service hours) 

2. What types of repair does the contract exclude?

Contracts exclude repairs caused by vandalism or “acts of God” (such as damage caused by lightning or power surges). Contracts also exclude items caused by normal “wear and tear” or items that must be replaced on a regular basis, such as batteries.

3. During what hours will the service be provided?

Contracts provide service only during normal working hours (typically 8am to 5pm Monday-Friday). Service calls provided after hours or on weekends cost extra if you don’t subscribe to a service plan. 

4. How quickly will service be provided? Does the service contract guarantee a response within a certain number of hours after you place your call?

Remote support can usually be handled within 24 hours. Truck rolls are typically between 24 or 48 hours. Same day truck rolls are sometimes possible but not guaranteed. 

5. Does the service contract include preventive maintenance (such as the cleaning of exterior camera housings)?

Yes. The customer has allotted hours in each plan that can be used to service their system. Hours can be used for any purpose. 

6. Does the service contract include periodic tests or inspections of the system?

Yes. The customer has allotted hours in each plan that can be used to service their system and perform updates. Hours can be used for any purpose. 

7. Does the service contract provide loaner equipment while yours is in the shop?

Many types of security equipment cannot be repaired on-site and must be sent in to the factory for service.

8. Does the service contract include software upgrades?

Most manufacturers of security management systems offer upgrades to their software on at least an annual basis.

9. Does the service contract include the cost of providing and installing such upgrades?

Yes. The customer has allotted hours in each plan that can be used to service their system. Hours can be used for any purpose.