MELLOW MEDIA

Support

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SUPPORT PLANS

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STANDARD

  • On-Site Support:
    Monday – Friday from 9AM – 5PM, based on availability
  • Remote Troubleshooting 2
  • 24/7 Text, Chat, & Email Support 2
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ENHANCED

  • On-Site Support Availability: Sunday – Saturday from 9AM – 10PM
  • Remote Troubleshooting 2
  • 24/7 Text, Chat, & Email Support 2
  • 24/7 Phone Support 2
  • Proactive System Monitoring 2, 3
  • Priority Advanced Support 4
    (same day or next day scheduling)
  • 10% Labor Discount
  • Annual Technology Review
  • Loaner Equipment 5
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CONCIERGE

  • On-Site Support Availability: Sunday – Saturday from 9AM – 10PM
  • Remote Troubleshooting
  • 24/7 Text, Chat, & Email Support
  • 24/7 Phone Support
  • Proactive System Monitoring 2,
  • Priority Advanced Support
    (same day or next day scheduling)
  • 20% Labor Discount
  • Annual Technology Review
  • Loaner Equipment
  • Annual Preventative Maintenance Visit
  • ISP and Cable Account Management
  • Surveillance Footage Retrieval
  • On-Site Attendant for Parties & Events
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NOT A MEMBER? NOT A PROBLEM.

By becoming a BRAVAS client, you automatically become a BRAVAS Essential Support member at no cost. Scheduling is available during standard business hours, Monday – Friday, 9am-5pm. If there are components of your system that can be supported remotely, a technician may attempt to resolve an issue without having to schedule an on-site service visit. On-site service is billed hourly and basic remote support is billed in half-hour increments. Scheduling for on-site service and basic remote support is done on a first-come-first-served basis, and is based on availability.

ESSENTIAL

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On-Site Support:
Monday – Friday from 9AM – 5PM, based on availability


Remote Troubleshooting1:
Monday – Friday from 9AM – 5PM, billed by the half hour and based on availability

BENEFITS & FEATURES

24/7/365 SUPPORT

By becoming a Mellow Media client, you automatically become a Mellow Media Essential Support member at no cost. Scheduling is available during standard business hours, Monday – Friday, 9am-5pm. If there are components of your system that can be supported remotely, a technician may attempt to resolve an issue without having to schedule an on-site service visit. On-site service is billed hourly and basic remote support is billed in half-hour increments. Scheduling for on-site service and basic remote support is done on a first-come-first-served basis, and is based on availability.

PROACTIVE SYSTEMS MONITORING

Allow Mellow Media to resolve issues with your system before you even realize that a problem occurred. The IT industry has utilized remote monitoring and management tools for years, and Mellow Mediais proud to offer these same services for your home. Proactive systems monitoring allows our Remote Support Team to be alerted in real time when an issue arises, and in many cases fix the problem before our clients are inconvenienced.

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PRIORITY ADVANCED SUPPORT

In the case that the Mellow Media Remote Support Team is unable to resolve an issue using standard remote troubleshooting tools, an Advanced Support Technician may be scheduled to make either programming changes or an on-site service call.*

SURVEILLANCE FOOTAGE RETRIEVAL

Home security cameras and surveillance systems assure monitoring and safety of your home and surroundings. Commonly, surveillance footage retrieval is done by manually searching through videos. This can be a tedious process. When time is of the essence, allow BRAVAS to assist in finding the footage that you need.

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ANNUAL PREVENTATIVE MAINTENANCE

Our technicians perform regularly scheduled preventative maintenance including equipment cleaning, firmware updates, security patch updates, alarm monitoring testing, and battery testing and replacement.

ON-SITE ATTENDANT FOR PARTIES AND EVENTS

Whether you are playing host to a wedding, fundraiser, or Super Bowl Party, Mellow Media can ensure that your big day is a hit. A representative will perform a pre-party check of the key systems to verify that everything is functioning as it should, and that levels and settings are appropriate for your event. Your Mellow Media representative can also remain on-site during your event to answer any questions and assist in any adjustments that need to be made.

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