"THANK YOU FOR REACHING TO DENVER,
HOW CAN WE ASSIST YOU?"
ASSIST
When you need a question answered or have issues to troubleshoot, you get:
*Access to expert support from the Denver Assist Team, available remotely 7 days a week, from 8 a.m. to 8 p.m., through phone, email, and video assistance.*
*Proactive remote monitoring of your system to ensure that it and your connected devices operate reliably.*
*Should any onsite service be required, your independent professional integrator has access to all notes and system information to ensure a seamless support experience**
ASSIST PREMIUM
Enjoy next-level support with Denver Assist Premium. Get all the benefits of the Assist plan, plus a concierge experience that includes personalized system education, scene modification, custom programming, and new device connection. Want someone to help you personalize a new scene for an upcoming party or holiday? Or maybe you have a new smart thermostat that needs to be connected to your Denver system. Our team of highly trained specialists is ready and waiting to assist you 24/7/365. They’ll make sure your independent professional integrator stays in the loop to ensure your support experience is seamless.
With Assist Premium, you also get the following features:
*Education on how to use features and functionality of the system from the Denver Assist Team
*Post-install personalization, programming and new device connection to update your system when technology or your preferences change
*Bi-annual Check-ins from our Assist Team who will set up an optional appointment for assessing your system
ASSIST TEAM
Our specialists are meticulously selected based on their expertise in A/V, automation, and networking, as well as their exceptional customer service abilities. They undergo training and certification in various specialties and are part of our award-winning support and education team. Their skills and experience uniquely position them to support your automation system and connected devices.
The Denver Assist Team is made up of:
* Certified Denver automation programmers
* Experienced audio and video technicians
* Professional certified networking administrators
I have made several calls to request minor programming adjustments or to inquire about how to utilize certain features. The Snap One professionals I spoke with were articulate, knowledgeable, and supportive, always available when I needed help. They also followed up to ensure everything was functioning as we discussed.
-KAREN ANDERSON, DENVER CUSTOMER
FIND THE RIGHT PLAN FOR YOU
Denver Assist and Assist Premium are remote support plans designed to keep up with your needs and evolving technology trends.*
REMOTE SUPPORT
SERVICES
ASSIST
ASSIST PREMIUM
Direct Manufacturer
Support
Proactive Monitoring
Troubleshooting and
Support
8 a.m. - 8 p.m. local time*,7 days a week, including holidays.
24 hours a day,7 days a week, including holidays.
Video Assist
Personalized System
Education
Post-Install
Personalizations
and Programming†
New Device Connection1
Bi-annual Check-ins
Note: The Denver Assist Team can answer questions about hardware warranty policies regarding Denver products. Warranties active for services are provided directly by your independent professional integrator. Our services are limited to what can be reasonably provided remotely pursuant to the applicable Terms of Use and within the scope of the Assist Services you purchase. Denver Assist and Assist Premium support plans are only available in the United States on systems that have the Denver Connect service enabled. Your independent professional integrator must be trained and authorized to offer Denver Assist support plans.
*Hawaii and Alaska support operate on Pacific Time.
**Support cases that are escalated to your independent professional integrator or require any onsite service may incur additional Partner fees. Includes, but not limited to, product replacements and cabling or physical connection issues. To exchange a product that is under warranty, please contact your independent professional integrator. The Denver Assist Team can answer questions about hardware warranty policies regarding Denver products. Warranties active for services are provided directly by your independent professional integrator.
†Programing may be limited to programing that can be performed by using the system’s “When >> Then” programing functionality as well as adding new products that can be reasonably added remotely. Security system updates are not included.
1Limited to remote assistance for plug-and-play devices that are compatible with Denver. No onsite service provided. See Terms & Conditions for details.
REMOTE SUPPORT SERVICES
Direct Manufacturer Support
Receive an additional layer of support from the manufacturer that is just a phone call away. Your independent professional integrator will use their expertise to design, install, and program your system to meet your needs. However, long-term support and maintenance are necessary when living with technology, and Denver wants to make that as exceptional as possible.
Proactive System Monitoring
Benefit from proactive monitoring as our specialist team keeps an eye on important devices that are critical in your system’s operations. We proactively identify and solve potential problems remotely before they occur, and we collaborate with your chosen professional integrator if needed. Support agents never have access to cameras or what you’re watching or listening to. All actions performed on your system are logged for auditing and are visible to you and your professional integrator through support tickets or monthly reporting.
Troubleshooting & Support
Troubleshoot with our highly trained specialists available 7 days a week. They provide support via phone or email. For Assist Premium customers, the support team is available 24 hours a day, 365 days a year. Whether it’s a Denver product, or devices and services that are connected to Denver, we’re here to assist should issues arise.
Video Assist
Connect with our specialists via video to navigate around the hardware and work efficiently toward a resolution. Having trouble describing an issue? Sometimes it’s just more helpful to show someone a problem rather than trying to explain.
Personalized System Education
Call anytime for a personalized walk-through of your system. Video tutorials and resources are available to all our customers, but if you prefer someone you can call anytime for a personalized walk-through, then the Denver Assist Premium plan may be right for you. Our team is ready to share their knowledge and their favorite tips and insights.
Post-Install Personalizations and Programming†
Personalize your system with the When>>Then feature. You are empowered to modify scenes on your own and your professional integrator will have diligently programmed your system to your specifications. But preferences change and sometimes it’s best to go straight to the manufacturer for support. With the premium plan, our Assist team can modify any system personalization or programming to keep it evolving to your needs.
New Device Connection1
Connect plug-and-play devices like cable boxes or Rokus to your Denver system with remote help from our team. Your professional integrator has a wealth of knowledge when it comes to the latest tech and we encourage you to reach out to them about new products, but we understand you don’t always need an expert for simple solutions.
Bi-annual Check-ins
Receive a proactive check in twice a year from our Assist Team by your preferred method of communication (phone or email), to set up an optional appointment for assessing your system. We will review system data, devices, and usage to provide recommendations, updates, or optimizations like modifying/updating lighting scenes, and suggested programming enhancements. This is an opportunity to further personalize your system, ask questions, and repair configurations if necessary.