After Sales Support
Aftersales, Remote Monitoring and Service Packages
Our pro-active remote monitoring and service packages are operating 24/7/365.
We rely heavily on our multi-media and control systems for work, education, and recreation. With the integration of systems, control within and outside of the home and software/firmware updates, ongoing service and maintenance is essential.
Parts of your system can and will malfunction, often when it is most inconvenient, and we are here to assist you when this occurs. Many of these issues can be resolved on-line often without you even noticing or resolved with remote support.
To support you, we have two “Proactive” packages Base and Prime, alongside our existing “Reactive” package.
Here are the features and prices of the packages.
| React | Proact Base | Proact Prime | |
|---|---|---|---|
| Re-active monitoring and reporting |  | | |
| 24/7/365 monitoring |  | | |
| 24/7/365 email, live chat, and phone support | | | |
| On-site support preferential rates | | | |
| On-site support preferential scheduling | | | |
| Remote support rates for 15mins | £29.40 | £0 | £0 |
| Annual on-site system service | |||
| • Update firmware to all rack devices | | | |
| • Clean rack and fans | | | |
| • CCTV hard drive check | | | |
| • TV and satellite signal strength test | | | |
| • Wi-Fi signal strength test and tune up per room | | | |
| • Control system test per room | | | |
| • Audio system tune up by room | | | |
| • Surround sound system tune up by room | | | |
| • TV screen test and tune up per room | | | |
| • Lighting and shades control system - Control pad test - Motion sensor test - Lighting circuit test - Shades and curtains test | | | |
| • CCTV camera focus and lens clean | | | |
| Cost per Month | £0.00 | £127.00 | P.O.A. |
Prices are inclusive of VAT.
Control4, OVRC hub and smart power distribution required.
On-site support preferential rates £99.00 per hour (no call out charge).
Proact Prime rates bespoke to system specification.
Our travel surcharges per hour are as follows:
| £/hour inc VAT | ||
|---|---|---|
| Zone 1 | Surrey, Berkshire, Hampshire, | £0.00 |
| Zone 2 | London Boroughs (exc zone 3 post codes) | £8.70 |
| Zone 3 | Central London EC1, EC2, EC3, EC4, SE1, SW1, W1, WC1 & WC2 | £25.80 |
EdgeAV “Out of Hours” Support
Our operating hours are 8am to 5pm Monday to Friday.
Outside of these hours labour charges are x 2 including weekends and bank holidays.
Our terms and conditions apply a copy of these are attached for your information.
| React Service Calls & Support | 2026 RATE inc VAT | |
|---|---|---|
| Remote support 15mins Labour | £29.40 | |
| Service callout inc. 30mins Labour | £143.40 | |
| Additional 30mins Labour | £57.00 | |
| Additional 30mins Labour (2-man team) | £114.00 |
