Understanding your Concierge Support aftercare plan
Reporting Issues/Faults (Know Your Help Desk)
If ever your system is not working as expected you can use the online Help Desk to log any issues. Simply click Sign Up and create an account with your email address. You will then gain access to the online portal allowing you to raise tickets on any issues you are facing and track our progress while we work towards a resolution. Our support staff will endeavour to respond promptly within two hours during office hours (eight outside of these).
Benefits
The Concierge Plan allows us to look after the long-term health of your system, giving you the peace of mind to focus on the things that matter. We have a central monitoring station from which we can keep an eye on the integrity of your solution,ensuring it’s running optimally as well as providing:
- Concierge Support: our team on standby ready to help with any queries you may have about your Smart Home solution. Click here to learn how to best reach us.
- Setup Adjustments: whether it’s a change of lighting scenes or optimizing heating to save you energy when you are away; up to you. Our team will take care of any adjustments to ensure your home suits your lifestyle. Click here to learn how to submit a request ticket.
- Firmware/Software Updates: these are vital to ensuring the long-term security of your network and stability of your devices. This extends the life of your solution and reduces the need for service call-outs.
- Service Call-Outs: where needed our team is ready to arrange on-site assistance to resolve any issues with your system.
Monitoring Station
How do Service Call-Outs Work?
95%+ of any issues experienced with your system over its lifetime can be resolved remotely by our team - often before you even realise it. However, when required our team can arrange on-site assistance from one of our certified engineers. Maintenance services and call-outs are provided between 08:30 and 17:30 Monday to Friday (excluding public, bank and local holidays). The service is charged on an hourly basis with a surcharge added if required outside working hours. For plan terms and conditions as well as call-out rates, click here.
IndigoZest Van
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In case that you ever need to reach our team, these are the following channels available: Email support@indigozest.co.uk Help Desk Chat with an advisor or submit a support ticket. https://support.indigozest.co.uk/ Phone 01923 88 39 79 Our team is ...