Service Program

A team of experienced engineers, programmers and installers designed and assembled your building’s ventilation system to ensure that design specifications were met and your expectations fulfilled. Your HVAC system has been developed to provide you with many years of worry free operation with regular maintenance. Now our dedicated Service Team can provide you with rapid, accurate and cost effective support and maintenance solutions on several levels.

Our Service Team is experienced in…

  • Maintaining and repairing multiple control solutions


  • Providing support and training for individuals and groups


  • Assisting you to continue to make improvements, upgrades, integrate additional systems and maintain energy efficiency

Our service technicians are factory trained and attend semi-annual training courses to refresh their skills and learn how to integrate the latest control technologies. We have an individual specialist who will maintain your system and troubleshoot problems should they arise.

We offer three levels of support plans:

  • Bronze – Phone Incident Support w/ discounted parts & labor


  • Silver – Same Day service w/data protection, additional discounts on parts & labor


  • Gold – Same Day response service, bumper-to-bumper plan

Please note that the bronze plan is only available to customers outside of their initial one-year warranty. If you cannot find an existing support plan to suit your needs we can also develop custom support packages to accommodate your facility and requirements.

By selecting a support solution in addition to your one-year warranty you are ensuring that you will get a rapid response and the peace of mind knowing that you have someone to call if you have questions or need advanced training and support. There are many additional advantages having your control system covered by one of our service plans.

  • Lower total cost of ownership


  • Increased system longevity


  • Increased comfort for building occupants


  • Increased building energy efficiency


  • Reduced risk of catastrophic system failures


Bronze Support Plan
Phone incident support package

  • Price Advantage – because you are a support plan customer you will receive a 10% discount on parts and labor.


  • Phone Support – as a bronze support customer you are allowed two no fee phone support incidents per quarter, eight total phone support calls per year. Return calls relating to an existing open case or unresolved issue do not count against the quarterly support incident total. If the allotted support call total is exceeded in a quarter a fee will be imposed on each additional phone support incident. Unused support incident calls from previous or advanced quarters cannot be applied to the current quarter†.


  • Online Support Services – as a bronze service plan customer when you call in with a problem a support technician will login into your system remotely* and evaluate the problem. Any issue that can be corrected online will be done as soon as possible. If a technician must be dispatched the online support technician will place your call in the next available call slot‡.


  • Onsite Response Time – as a service plan member your “emergency” calls will be placed in higher priority time slots than those customers who do not have a service plan‡. Emergency calls are performed at the reduced service rate.


* This is assuming that there are no connectivity issues beyond our control ( i.e. incorrect firewall configurations, network outages, power failures, etc.)

† Fees will vary depending on the complexity and length of time of the call. Some exceptions will be made with regards to applying unused previous or advanced quarter incidents to the current quarter once incident total is reached. These exceptions will be determined on a case-by-case basis.

‡ Your call will be prioritized above those customers who do not have service plans. In the event the call comes in after 1700 PST a service technician will be dispatched on the next business day. Your priority in the queue is based on a first call in, first call out system with other bronze service customers. Those customers with silver or gold support packages will be given higher priority before you. In the event that a service technician becomes available who is not a specialist on your system, you will be contacted and given the option to have the available technician dispatched. If the available technician is refused you will remain in your current place in the queue to await the availability of a service specialist.

Back to top

Silver Support Plan

Same day response, unlimited phone support, data backup, additional discounts on parts & labor
  • Service Account Manager – as a service plan customer you will have a dedicated service account manager who will be responsible for all of your individual needs and total satisfaction. Your account manager will keep track of your individual services and maintenance cycles, monitor system performance, follow service history and consult with you every four months to ensure that your system is running at peak efficiency and that your objectives are being met.


  • Price Advantage – because you are a silver support plan customer you will receive a 20% discount on parts and labor.


  • Service Reports – all service visits will be documented and will detail any services performed, any components replaced and the time spent on the call. Your service account manager will provide you with a service report after each service visit.


  • System and Service Log – Before any maintenance cycle visit a service log will be emailed to you so that you can document any concerns, new problems and other items you would like to discuss with the technician. The log will be reviewed with you by the technician onsite and will be returned to your account manager after the call to review. Your service account manger will follow up on any items listed in the log.


  • Data Protection – because you are a silver support plan customer RLSM will provide backup services of your controls database at our office. The stored electronic information contained in you control database represents a significant financial investment. In the event this data was lost the cost to reprogram the system would be significant. In the event that you suffer a catastrophic system loss your database will be replaced with our current copy, which will be updated semi-annually.


  • Phone Support – as a silver support customer you are allowed an unlimited number of phone support incidents each year.


  • Online Support Services – as a silver support plan customer when you call in with a problem a support technician will quickly login into your system remotely* and evaluate the problem. Any issue that can be corrected online will be done as soon as possible. If a technician must be dispatched the online support technician will place your call in the next available call slot for that business day‡.


  • Onsite Response Time – as a silver service plan member your “emergency” calls will be placed in higher priority time slots than those customers who do not have a support plan or have the bronze support plan. Emergency calls are performed at the reduced service rate and will be completed the same business day‡.


  • Training – In addition to the owner training that was provided with the initial system purchase you can schedule two addition courses each year to learn more about advanced system features or train new employees on how to run your HVAC system**.


* This is assuming that there are no connectivity issues beyond our control (i.e. incorrect firewall configurations, network outages, power failures, etc.)

‡ Your call will be prioritized above those customers who do not have support plans or have lower level plans. In the event the call comes in after 1700 PST a service technician may be dispatched the following day. Your priority in the queue is based on a first call in, first call out system with other silver support customers. Those customers with gold level support packages will be given higher priority. In the event that a service technician becomes available who is not a specialist on your system, you will be contacted and given the option to have the available technician dispatched. If the available technician is refused you will remain in your current place in the queue to await the availability of a service specialist. Same day call completion is assuming all parts are available the day of the call. Customer will be notified if a part is unavailable, and a temporary or long-term solution worked out with the customer that day.

** Classes must have a minimum number of attendees and must be scheduled at least three weeks in advance. Some exceptions can be made, please discuss option with your service account manager.

Back to top



Gold Service Plan

Same day service, never pay for parts or labor again
  • Service Account Manager – as a gold service plan customer you will have a dedicated service account manager who will be responsible for all of your individual needs and total satisfaction. Your account manager will keep track of your individual services and maintenance cycles, monitor system performance, follow service history and consult with you on a minimum of every 2 months to ensure that your system is running at peak efficiency and that your objectives are being met.


  • Price Advantage – because you are a gold support plan customer your system is covered under an extended warranty. There is no cost for replacement parts or labor to install them.


  • Service Reports – all service visits will be documented and will detail any services performed, any components replaced and the time spent on the call. Your service account manager will provide you with an itemized service report after each service visit. Your account manager will also follow up with you in case you have questions about the service report.


  • System and Service Log – Two to three weeks before any routine maintenance cycle visit a service log will be emailed to you by your account manager. Your account manager will follow up with a call one week prior to your scheduled maintenance to see if you have any issues recorded on your service log so that they may be addressed during the regular maintenance cycle and prevent you from having to schedule a return visit.


  • Data Protection – because you are a gold support plan customer RLSM will provide backup services of your controls database at our office. The stored electronic information contained in you control database represents a significant financial investment. In the event this data was lost the cost to reprogram the system would be significant. In the event that you suffer a catastrophic system loss your database will be replaced with our current copy, which will be updated quarterly or after any major system modification.


  • Phone Support – as a gold support customer you are allowed an unlimited number of phone support incidents each year. All incidents will be followed up by return courtesy call from your account manager to ensure that the resolution was satisfactory and that no new problems have developed as result of the repair. Your account manager will address why this problem occurred and what has been done to prevent it from occurring again.


  • Online Support Services – as a gold support plan customer when you call in with a problem a support technician will quickly login into your system remotely* and evaluate the problem. Any issue that can be corrected online will be done the same day. If a technician must be dispatched your account manager will ensure that your system is serviced that business day‡.


  • Onsite Response Time – as a gold service plan member your “emergency” calls will be our highest priority above all other customers. Emergency calls are performed at no additional cost and will be completed the same business day‡.


  • Training – In addition to the owner training that was provided with the initial system purchase you can schedule addition courses to learn more about advanced system features or train new employees on how to run your HVAC system**. Your account manager will also update you with details on seminars and events you may wish to attend keeping you up to date on the latest technology for your system.


* This is assuming that there are no connectivity issues beyond our control (i.e. incorrect firewall configurations, network outages, power failures, etc.) If remote connectivity cannot be established, a technician will be dispatched to evaluate the system. That technician will relay findings back to the main office and request any parts and/or service equipment necessary to complete the system repair.

‡ Your call will be prioritized above those customers who do not have support plans or have lower level plans. In the event the call comes in after 1700 PST, we will make every attempt to dispatch a service technician that day but a technician may have to be dispatched the following day. Your priority in the queue is based on a first call in, first call out system with other gold support customers. No other support customers will be given higher priority. In the event that a service technician becomes available who is not a specialist on your system, you will be contacted and the available technician dispatched until a specialist can arrive. If the available technician is refused you will remain in your current place in the queue to await the availability of a service specialist. Same day call completion is assuming all parts are available the day of the call. Customer will be notified if a part is unavailable, and a temporary or long-term solution worked out with the customer that day.

** Class options are more flexible for gold support plan customers; please discuss options with your service account manager.

Back to top © 2020 Copyright RLSM. All rights reserved.