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Support Plan

Every system we install is offered with a support plan. You can take it or decline it — but we want you to know which one you are on before something goes wrong. All prices exclude GST.

AVI Support Plan

$249 per month

  • Four scheduled service visits per year — camera lens cleaning, recorder and hard drive health check, rack tidy, physical inspection of all installed equipment
  • Firmware and security updates applied and tested
  • Configuration backups taken and stored off site
  • Remote monitoring of network, cameras and door access — we contact you when something fails
  • 60 minutes of remote support included each month
  • Response by the next business day
  • Priority booking ahead of non-plan clients
  • Annual system documentation — a written record of what is installed, where it is, how it is configured and what it is connected to
  • Written report after every visit listing what was checked, what was found and what we fixed
  • Consumable replacements included — batteries, filters, patch leads
  • Additional labour at our standard published rate

No Plan

$0 per month

  • No scheduled visits. Equipment is not inspected, cleaned or updated unless you request it.
  • No monitoring. If a camera stops recording or a controller drops offline, you find out when you need it.
  • No configuration backups held by us. A failed controller may mean reprogramming from scratch at your cost.
  • All support — phone, remote and on site — charged at our standard published rates from the first minute.
  • No guaranteed response time. Work is scheduled around plan clients and around project commitments.
  • No system documentation. Any future works start with us re-establishing what is there.

What a service visit actually involves

This is the part most people never see. Cameras go blurry because lenses collect dust, cobwebs and salt air. Recorder drives fail quietly and keep running with no recording. Controllers sit on firmware that stopped being supported two years ago. Batteries in power supplies die and nobody notices until the power goes out. None of this announces itself — it is found by someone physically going and looking.

Every visit produces a written report so you can see exactly what was done and what condition your system is in.

Choosing a plan

We present the plan with every completed installation. If it does not suit you, that is entirely reasonable — we simply record that you have chosen ad-hoc support so that everyone knows where they stand. What we want to avoid is the situation where a fault appears and nobody is clear on what was and was not covered.

Plan terms

  • Billed monthly. No lock-in contract — cancel with 30 days notice.
  • Pricing above covers a single residential site. Larger or multi-building sites are quoted individually.
  • Included remote support minutes do not accumulate month to month.
  • The plan covers inspection, maintenance and support. Replacement hardware and faults caused by damage, water, power surge or third-party changes are quoted separately.
  • Visits are scheduled by us at a mutually convenient time within each quarter.

All prices exclude GST and are subject to change with 30 days notice.