We recognize how important it is that your system is always operating at peak performance. After years of development, we’ve created our exclusive VCCare Monitoring program, which is a suite of solutions created to deliver a better experience for you. Made up of software, hardware, and internal tools, it allows Visual Concepts to deliver outstanding updates, service and support.
Features
&
Benefits
Member dedicated support team
Elite specialists ready for your every request
Proactive remote system monitoring, updates, service
Your system notifies us of issues, often before you know
Extended remote service hours
Remote log-in service beyond our regular business hours
Extended on-site service hours
On-site service beyond our regular business hours
Priority scheduling
How fast we respond to an on-site service request
Response time
How fast we respond to a system or call-in notification
Complimentary equipment repairs
System hardware repairs including removal/re-installation
Complimentary site visits for service or support
Site visits for service or support at no added charge
On-Site System Checkup
Our techs clean, test and update your system on-site
Service Loaners
Temporary replacement hardware during repairs
Recorded surveillance video footage retreival
Assistance with finding archived security camera recordings
Assistance with finding archived security camera recordings
Assistance with finding archived security camera recordings
Annual WiFi network scan
On-site WiFi speed and coverage performance checkup
ISP Concierge
We’ll handle service calls to your internet or CableTV company
Internet and CableTV troubleshooting
Remote resets of your service where possible
Rack resets
Remote resets after ISP upgrades
UPS battery monitoring
We’ll notify you of when to change UPS batteries
Network configuration management
Full network and WiFi system performance monitoring
Lighting and shade scene reprogramming
Complimentary updating of environmental scenes on request
Parental controls
Access to limit internet use of family members
Elite
$$$
Price per request
Unlimited
24/7/365 phone, email, chat
Mon-Fri, 7am-6pm*
Same-day or Next-day
1-hour
Two visits per year
Premier
$200
per month
Unlimited
24/7/365 phone, email, chat
Mon-Fri, 8am-5pm*
2 business days
1-hour
1-hour per month included
One visit per year
Plus
$80
per month
24/7/365 phone, email, chat
Mon-Fri, 9am-3pm*
1-hour
Per Incident
$150
per hour
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.
VC Home Theaters Hours of Operation are Monday-Friday 8 AM – 6 PM excluding national holidays. After Hours remote and on-site support is available to all VC Home Theaters 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.
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 $140 per hour
After Hours On-Site Support billed at $280 per hour
