CHOOSE YOUR LEVEL OF SUPPORT

We consider the ‘handover’ of your technology the beginning of our relationship. Not the end. Our ongoing training and responsive support service will keep your technology running smoothly year after year.

UrbanCare packages

Please select one of the annual plans below to ensure you receive the level of support that’s right for your home or workplace.

Simply contact us to discuss the right package for you.

No
plan

Over the phone Technical Support
Not guaranteed
 

Email enquiry response time
Within 72 business hours

Onsite maintenance visit (Technology health-check)
None

Service call rates
Standard

On-site service response time for urgent matters
Within 72 business hours

On-site service response time for non-urgent matters
Within 5 business days

Additional training as required
Standard charge

UrbanCare SILVER

Over the phone Technical Support
Guaranteed and immediate access to service specialist

Email enquiry response time
Within 48 business hours

Onsite maintenance visit (Technology health-check)
Once a year

Service call rates
Discounted

On-site service response time for urgent matters
Within 48 business hours

On-site service response time for non-urgent matters
Within 4 business days

Additional training as required
Discounted

UrbanCare GOLD

Over the phone Technical Support
Guaranteed and immediate access to service specialist

Email enquiry response time
Within 24 business hours

Onsite maintenance visit (Technology health-check)
Twice a year

Service call rates
Discounted

On-site service response time for urgent matters
Within 24 business hours

On-site service response time for non-urgent matters
Within 3 business days

Additional training as required
Discounted

UrbanCare Platinum

Over the phone Technical Support
Guaranteed and immediate access to service specialist

Email enquiry response time
Same business day

Onsite maintenance visit (Technology health-check)
Quarterly

Service call rates
Discounted

On-site service response time for urgent matters
Same business day

On-site service response time for non-urgent matters
Within 2 business days

Additional training as required
No charge

Your 12 month warranty

Once we’ve installed your technology and trained your people, you become an instant UrbanCare SILVER member at no charge for the first 12 months. Alternatively, you may upgrade to a GOLD or PLATNUM plan straight away.