CMDcare Performance Plans
We're With You
For Life
Welcome to CMDcare
The next phase of our relationship.
The day we complete your installation is the day we start the next phase of our relationship. That is when CMDcare begins—our remote and on-site support for your system. It's our responsibility to be sure all the bits and pieces that make up your technology solution operate as good today as tomorrow, and for years to come.
We take care of system integrations, programming, software, networks, and connectivity to your internet service, as well as diagnosis, troubleshooting, monitoring, updates and maintenance. Additionally, we schedule periodic health visits to clean, calibrate, update and run performance checks on your system.
Performance Plans
Three levels of service.
One standard of care.
Per Incident
Pay-as-you-go remote or on-site service, billed as available.
Premier
Proactive monitoring, priority scheduling, and three wellness visits a year.
Concierge
Sub-hour response, same-day scheduling, and a bespoke service cadence.
Plan Comparison
What's included at every level.
| Feature | Per Incident$225per hour / technician | Premier$400per month | ConciergeCustomby request |
|---|---|---|---|
| Premier & Up | |||
| Remote system careUnlimited monitoring, updating and resolving system issues | |||
| Remote service hoursRemote service beyond our regular business hours | 24/7/365 phone, email, text | 24/7/365 phone, email, text | |
| Advanced on-site service and phone support hoursCMD master technician on-site and phone service availability | Mon–Fri 9a–5p | Mon–Fri 7a–6p or bespoke | |
| Priority schedulingHow fast we respond to an on-site service request | As available | 2 business days | 1 business day |
| Response timeHow fast we respond to a remote system or call-in notification | As available | Within 2 hours | Less than 1 hour |
| 25-Point Wellness system checkupOur techs clean, test and update your system on-site | 3 visits per year | 6 visits per year or bespoke | |
| Network configuration managementRemote management of your network components | |||
| Annual WiFi network reviewOn-site review of network speed and coverage | |||
| Internet and CableTV troubleshootingMonitoring and assistance with ISP issues | |||
| ISP ConciergeWe contact your ISP for troubleshooting directly (Comcast only) | |||
| TransferableTransfer your plan to a new homeowner or take it to your new home | |||
| VIP member statusDedicated support team for your system | |||
| Proactive remote system monitoringYour system notifies us of issues, often before you know | |||
| Complimentary site visits for service or supportSite visits for service or support at no added charge | 3 hours per year included | ||
| Lighting and shade scene reprogrammingWe'll update your existing lighting and shade scene presets | |||
| Streaming music and video setupsOngoing support for streaming media | |||
| WiFi credential managementDocument and manage WiFi network credentials and revisions | |||
| Recorded surveillance video footage retrievalAssistance with finding archived security camera recordings | |||
| Power management for surge/brownoutsWe monitor and reset your system due to electrical issues | |||
| Concierge Only | |||
| Complimentary equipment repair serviceIncluding diagnosis, removal, repair and reinstallation | |||
| Early AccessEarly access and priority installation of the latest tech for your system | |||
| Rack IntelligenceRack power, temperature, humidity and moisture sensing | |||
| UPS battery changesAnnual on-site replacements of all UPS batteries | |||
Per-incident service is billed at $225 per hour for remote or on-site; response time and scheduling are as available. After hours and holiday on-site service is available at $350 per hour. Complimentary equipment repair applies to equipment purchased at CMD only; system requires a suppressor and equipment replacement is not covered. Transferability is contingent on geographical service area. Remote repairs may require additional monitoring equipment and may not be possible for all devices. Terms and conditions subject to change with 30-days notice.
25-Point Wellness Checkup
What our techs do
on-site, every visit.
A methodical top-to-bottom inspection of every connected component, rack, network, and scene—calibrated, tested, and documented so the system keeps performing the way it did on day one.
- 01White glove cleaning of audio and video components
- 02Inspect all equipment for signs of wear
- 03Check all batteries in remote controls and touchpanels
- 04Inspect all wiring and connections
- 05Conduct firmware updates as required
- 06Reboot all CATV, Dish and ISP devices
- 07Review control and network logs for security and errors
- 08Backup all programs and system configurations
- 09Check temperature of all equipment closets and cabinets
- 10Inspect fans for failures, jams, or dust build-up
- 11Verify operation of all speaker zones and control devices
- 12Validate all audio/video presets and favorites
- 13Test all lighting zones, scenes, and keypads
- 14Check all motorized shades, set limits, and test controls
- 15Verify all connected alarm devices
- 16Calibrate audio and video components as required
- 17Check bulb life on video projectors
- 18Check voltage at all surge devices where measurable
- 19Verify power to all wireless access points
- 20Conduct a wireless (WiFi) bandwidth and coverage test
- 21Run internet speed tests
- 22Ensure jobsite is properly cleaned prior to departure
- 23Discuss any known issues or questions with the owner
- 24Explain priorities for next scheduled visit and review service follow-ups
- 25Review new technologies with the client
FAQ
Questions we hear most.
- Why do I need a Performance Plan?
- 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. This reduces time and expense for you and for us.
- Is my system reliable?
- 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.
- What if I'm not on a Plan?
- You can choose to pay per incident and by the hour, but you 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.
- What can we monitor and update remotely?
- 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.
- What can't we monitor?
- Older hardware like some TVs and a few third-party apps.
- How do my manufacturer warranties fit in with the Plans?
- Your manufacturer warranties are fully in effect.
- Do I need to sign a contract?
- Yes, we offer an annual agreement that automatically renews.
- How are the plans paid?
- Our Performance Plans are paid monthly or yearly.