1. Client Care Program
Web: TheSOHOShop.com
The SOHO Shop, LLC Locations
Des Moines, Iowa
10052 Justin Drive, Ste A
Urbandale, Iowa 50322
Phone: (515) 661-5520
Fax: (636) 486-4975
St. Louis, Missouri Area
(Main Office)
3333 Rue Royale, Ste 2
St. Charles, MO 63301
Phone: (636) 442-1616
Toll Free: (866) 867-1628
Fax: (636) 329-4527
Standard SOHO Shop System Care Policy
• Manufactures factory hardware warranty which will cover defects and product
failures of installed hardware. Depending on installed components, factory
warranties can range from one (1) year to four (4) years.
• Upload of the most current software/firmware at final commissioning of system.
• Technical support and training; 8am to 5pm Central, Monday – Friday.
• Out of market projects offered as remote service
• Support time billed hourly after ninety (90) day labor warranty
The SOHO Shop Client Care Plans will help keep your system(s) functioning properly and up
to date. Client Care Plans can be extended for up to four (4) years. Each Client Care Plan is
priced below based on a reoccurring monthly fee. We offer three different tiers so there is a
perfect fit for your system care needs.
Client Care Plans
2. Remote Technical Support During
Regular Business Hours1 x x x
Remote Support for Automation
Control System Changes/Updates x x x
Automation Control System Yearly
Licenses Included (my.control4.com)2 x x x
Up to Six (6) Hours of Remote Service
Included per Year3 x x
Greenlight Remote System Monitoring
Service Included4 x x
Automation/Network Control System
Firmware Updates Completed up to
Twice a Year5
x x
Up to Twelve (12) Hours of Remote
Service Included per Year3 x
After Hours Remote Automation/
Network System Technical Support6 x
Quarterly On-site System Firmware
Updates and Backups7,5 x
Reduced Price On-site Service Rate5
x
Monthly Total Price $59.99 $99.99 $179.99
SilverBasic Gold
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Remote Technical Support Service Times are defined as Monday – Friday, 8am to 5pm during normal working days. This excludes any nights,
weekends, or federally recognized holidays. For an annual fee, remote technical/training support can be expanded to include nights and weekends
and holidays. After hours support is defined as Monday – Friday, 5pm to 10pm and Saturday, 8am to 5pm. Must schedule in advance.
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Automation system yearly license which includes Control4 4Sight.
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Additional remote support and programming time that exceeds plan included labor allotment to be billed at $75 per hour.
4
Greenlight provides cloud-based monitoring of up to two hundred devices per system. This monitoring system grants the ability to view system log
history to help expedite troubleshooting and promote upgrading faulty equipment. The system also allows custom remote actions such as system
reboot and real time notifications of system status alerts.
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Does not include any manufacture required software licensing fee’s.
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Standard on-site service call rate is $95 per hour. Reduced rate is $80 per hour.
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On-site updates and backups must be scheduled at least one week in advance. Travel distance is up to 30 miles from The SOHO Shop, LLC’s
office. Additional mileage will be billed accordingly.
Client Care Plans
3. Benefits of the Greenlight System Monitoring
With Greenlight remote monitoring, we will know when a system device fails or if a key part
of your automation/network system is down. Greenlight helps to try to prevent issues before
most of our clients know there was a problem.
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How it Works
We install a Greenlight driver on your current Control4 automation system.
The driver is configured to be monitored outside of your home. Devices that
are monitored include:
Network Routers
Network Switches
Network Access Points
IP Based Video Surveillance System Cameras
Key Automation System Hardware
System alerts are configured to notify The SOHO Shop of any issues via the
Greenlight Cloud Portal.
The SOHO Shop proactively attempts to make any system fixes remotely
using the Care Plan’s included amount of time. Any onsite support and
system fix reports are provided to the customer.
4. Name (printed)
Name (as shown on card)
Email
Card Number*
CV Number
Signature
Expiration Date
Date
Secondary Phone #Primary Phone #
Type of Card
Street Address
Billing Address
State
State
Zip code
Zip Code
Personal Information
Billing Information
*If credit card number changes and we are unable to rectify the issue within 30 days, the contract will be canceled and a $50 reactivation fee will
apply.