Gold Plan

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.