Be SuRe Customer Support Program

Technology problems do not always happen during business hours. Essential customers can telephone our technical support team 24/7/365; Enhanced adds email; Total Care also adds text and chat. Your team can assess issues, guide appropriate next steps and escalate service requests where an on-site visit is needed.

Restarting the right device can often resolve a connectivity problem. Paid-plan customers can use our self-service support app for compatible devices or call for phone-assisted remote reboot support. Reboot availability depends on supported remote-management equipment and a functioning connection.

Essential, Enhanced and Total Care include reactive remote troubleshooting and repair within the capabilities of compatible equipment and the support platform. Instead of stopping at a reboot, technicians may be able to investigate the reported problem and carry out supported corrective actions remotely. Not every issue can be diagnosed or resolved without an on-site visit.

Enhanced and Total Care add a broader support capability for compatible third-party equipment, supported system access and more detailed troubleshooting. The precise equipment and integrations supported depend on the installed system.

With Enhanced and Total Care, our support team can send a secure session link to your smartphone and view the issue through your phone camera while guiding you in real time. It helps check cable connections, identify indicator lights and explain corrective steps without relying on a verbal description alone. A suitable mobile device and connection are required.

An annual scheduled, on-site preventative review of applicable SuRe InnoVations home technology, security and related installed systems, using our established service checklist. The team will identify concerns and recommend any required repairs or upgrades; additional work and replacement parts will be quoted. Included with Essential, Enhanced and Total Care. Available to Standard customers for $300.

Where compatible, our team reviews and performs applicable firmware updates to supported control, security and network systems. Some updates may be performed remotely and others may need an on-site visit. Included with Enhanced and Total Care; Standard and Essential customers pay the applicable published labour rate. New hardware, upgrades and paid licences are separate.

Total Care includes proactive monitoring of eligible connected systems, helping the support team identify certain equipment status changes and potential problems. Monitoring is limited to supported devices and integrations; it is not a guarantee of uninterrupted service or detection of every fault and is not a replacement for separately contracted alarm monitoring.

Total Care includes two Parasol-supported system check-ins each year, in addition to the annual SuRe on-site 360° System Checkup. The exact process and scope will follow the support platform’s check-in service; these should not be presented as additional on-site maintenance visits.

Total Care includes up to 10 scheduled on-site service visits per annual membership, with a maximum of two hours of labour included on each visit, during regular business hours. Unused visits and hours do not roll forward. Parts, hardware, extra time, travel outside service coverage and excluded services may be charged separately.

Paid Be SuRe members receive prioritized scheduling for qualifying requests during regular business hours: Essential within three business days, Enhanced within two business days, and Total Care same or next business day. Special-order equipment, emergencies and other external constraints may affect scheduling.