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.
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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.
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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.
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