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Call for an appointment today 1-877-546-8540   |   4087 Harvester Road Unit 7 Burlington, Ontario L7L5M3   |   Login
               
Phand Corporation
 

Service and Support Plans

Having an electronic issue with something in your home?

Call us. We will assist with the problem as best as we can utilizing all the information we have about your home. We create support tickets for all inbound requests so that we can track them and ensure you get the answers you need from the right people. All calls to 1-877-546-8540 x2 or email to service@phand.ca
 
Basic Silver Gold
Monthly Fee $0 $39.95 $99.95
Availability M-F 8-4 M-F 8-8 M-F 8-8
Call In Triage Yes Yes Yes
Email Triage Yes Yes Yes
Remote Supervision No Yes Yes
Foreign Devices No Yes Yes
Mobile App No No Yes
Remote Reboots * No No Yes
Proactive Repair No No Yes
Service Provider Management No No Yes
Password Management No No Yes
Client Supplied Devices Email Only Email and Phone Email and Phone
Non-Warranty On Site Service M-F $150/man/hour $125/man/hour $125/man/hour
On Site Service S-S After Hours $250/man/hour $220/man/hour $220/man/hour
On Site Scheduling End of queue Within 2 Business Day Priority Next Business Day
Advanced Knowledge No Yes Yes with detail
 

Availability:

The days and hours that we will be available to answer phone and emailed questions utilizing the email address service@phand.ca and 1-877-546-8540 x2
 

Call In and Email Triage:

Have a problem with something in your home? Call us. We will assist with the problem as best as we can utilizing all the information we have about your home. We create support tickets for all inbound requests so that we can track them and ensure you get the answers you need from the right people. All calls to 1-877-546-8540 x2 or email to service@phand.ca
 

Remote Supervision:

Reports the status of up to 45 devices on your Local Area IP Network and if they are responding. If they are not responding then we are notified and will act based on the information we received to solve the perceived issue. If we are unable to resolve then we will contact you for other arrangements. This includes your internet service and if goes offline.
 

Foreign Devices:

You have a Wifi network. Potentially someone connects their device to it that you weren’t aware of. Your friends, your kids friends, your neighbours. Get notified when someone new joins your network, just in case they weren’t supposed to.
 

Remote Reboots:

If the appropriate hardware is in your system we will be able to remotely reboot devices to reset them and potentially bring them back online. Saves you the “Have you tried turning it off and back on again?” scenario and lets us do that.
 

Proactive Repair:

Upon notification of an issue we will put all efforts towards resolving it before you even know about it. This includes remote power reboots to logging into equipment and reviewing the status of everything affected.
 

Services Management:

We will manage contacting your services for internet, phone and TV. This includes Bell, Rogers and Cogeco. If they go offline for a longer period of time we will find out what is going on and if it is a regional thing or just your house.
 

Password Management:

We will securely keep track of all your passwords for routers, Wifi, AppleID, and any other relevant services in order to provide you proactive support. We keep this information secure and accessible only to those who need it in order to solve your immediate issue.
 

On Site Scheduling:

Different service tiers offer different on-site service response times. Any on-site service is charged per man hour as described. See below for availability details.
 

Advanced Knowledge:

With the combination of Remote Supervision, Remote Reboots and Proactive Repair we will have advanced knowledge on what the issues are with your system before we even send a service technician out. This allows us to be prepared for what we may need and who we may need to talk to and get you up and running 100%.
 

Additional Hardware for Reboots:

Middle Atlantic Racklink Power Distribution Unit is $499 each at the time of this writing. This will control up to 8 individual devices and allow automatic and remote power cycling of equipment. Cisco Power Over Ethernet network switches may also be required for certain devices powered only by ethernet.
 
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