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Membership Plans
At Cantara, we believe in providing a truly incomparable ownership experience to our clients. As part of that effort, we offer complimentary and paid support plans that connect you with our friendly and capable support team whenever you need us. We’ve named our tiers of service “Memberships” because we seek an ongoing relationship with you, your family and your home that goes well beyond the typical break/fix service experience you’re used to. From standard business hours only to full 24/7/365 tech support with same-day** advanced response, we have a membership for every home.
Our goal is for you to see Cantara as the very best service provider in your home. The first step in that process is for you to select the Membership that’s right for you, and we’ll own it from there.
Essentials+
Guarantees 24/7 phone and email support with a 60-minute response time from our Basic Support team. This plan also includes access to the Advanced Support team should you need it on a first-come, first-served basis.
$125
$125 per month / billed monthly
Annual memberships available, includes 10% discount
24/7 Basic Support
Guaranteed 30-minute Basic Support Response
9-5, M-F Advanced Support (Remote and On-Site)
Advanced Support $175/hr
Concierge Services $75/hr
Priority
24/7 Basic Support with guaranteed same-day** on-site response, moving to the head of the line with our Advanced Support team, who will get to work within 4 hours (or, if the problem occurs after-hours, by noon next business day.) Also includes complimentary concierge service during business hours.
$300
$300 per month / billed monthly
Annual memberships available, includes 10% discount
7 Day in-home and Priority* Service
24/7 Basic Support
Guaranteed 30-minute Basic Support Response
1 hour response time from Advanced Support for urgent issues
Advanced Support $175/hr
Complimentary Concierge Services
during business hours
Prioritized on-site support
7 days a week
PROACTIVE
Everything included in Priority and beyond. Concierge Membership is for discerning clients who want the highest level of service, more magic, new ideas and access. This membership includes annual site visits to check system health, fine tune and re-ignite the Cantara spark.
$750
$750 per month / billed monthly
Annual memberships available, includes 10% discount
Priority* & Remote Solutions, Proactive Response
Proactive Device Monitoring***
24/7 Basic Support
Guaranteed 30-minute Basic Support Response
1 hour response time from Advanced Support for urgent issues
Advanced Support $175/hr
Complimentary Concierge Services
Prioritized on-site support
7 days a week
2 Annual Tech Visits to service, upgrade & refine as needed
1 Annual “Re-Kindling” Session**** where we:
— Curate new scenes
— Re-train on system features & upgrades
— Re-create the original magic
If you prefer a more traditional support experience, with only in-home visits from an advanced support technician, and can forego 24/7 remote support and troubleshooting, than our free, standard plan is the right choice for you.
Some Fine Print
All Cantara clients are entitled to what we consider industry standard service. This includes access to our support team during normal business hours (9am-5pm) and a thoughtful, caring, genuine relationship with our team for anything on your mind. The plans above were created to better meet the needs of clients who want more regular, around-the-clock and/or preventative service and care. You can always upgrade your plan to receive immediate support.
Security: We take privacy and security very seriously. Our troubleshooting tool lets us see only the status of a device on the network. Nothing else. There's no access to the content or data and devices appear as either on-line or off-line. Period.
Support: Basic Support will solve as much as they can, but if Advanced Support is required, that time is billable. Advanced Support can remotely log into your control system or come to your home to replace or repair hardware. Refer to your Terms of Service for more information on Advanced Support rates.
Membership Plans: All plans are month-to-month unless an annual subscription is selected. No contract required. You mat request a cancellation at any time, however there are no refunds for any unused time on the membership. In the event of a cancellation, you will be eligible for the services offered as part of your membership until the end of the then-active term.
Terms of Service: We ask all clients to select a membership plan in order to ensure quick access to advanced support. Any client who has not yet selected a plan after the Complimentary Period ends will be limited to Standard Support. If you are unsure of anything, please contact our support team and we will be happy to help you choose.
The Asterisks
*Priority support starts at the Priority plan level, Advanced Support will respond to all necessary issues regardless of plan level, but Priority and Proactive plans guarantee a rapid response.
**Priority and Proactive: For normal issues, a response will be prioritized with best effort. For urgent issues, the response is same-day, if escalated before 3pm. If escalated after 3pm, the response time is next-day.
***A troubleshooting tool is required for our Proactive Memberships. With your permission, it's included in our initial scope or is bundled in a setup and installation visit when you upgrade to one of these membership tiers. This device allows our team to solve 90% of any issue remotely, saving you money and hassle.
**** Available upon request by the client.
How to promote the best support experience: Provide as much detail as possible when you reach out for support. If you're able to take even 5 minutes to paint the full picture and answer foundational questions, it can lead to a much more efficient visit and resolution of any issue. Additionally, on-site visits are significantly more successful when you are home and able to interact and engage with the tech who visits your home. The more information and detail we can gather up-front, the better job we can do troubleshooting and documenting. Thank you!
