Silver Plan

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.