Client Care
You’ve invested in world class technology for your home. Keep it running at full throttle with Station Earth Client Care coverage including our innovative 
Remote service. With , Station Earth can access your system and resolve many issues remotely without the inconvenience of a home visit. allows Station Earth to provide exceptional customer service and technical support in a timely fashion, so you can get the most out of your home’s technology.
We offer a suite of Client Care coverage options ranging from Basic to Ultimate. Each offering provides additional features designed to keep your system in peak form.
Non-Invasive Support
Sometimes, the smallest system issues can cause big problems – whether you’re watching late night TV or in the middle of a big party. With we can investigate and fix common problems without needing to schedule a home visit.
Real-Time Tracking and Diagnostics
provides real-time diagnostic capabilities for networked devices including Routers, Access Points, Switches and other compatible devices.
We can track internet speed, identify ISP deficiencies, and reset routers and modems in the event of an internet outage. In most cases we can get you back up and running without having to interrupt you at home.
Fix Issues with your Phone
Whether it’s late at night, early in the morning, or just not convenient to call, use Mobile to help you resolve common issues.
Reset devices directly from your app and get back up and running in seconds.
Manage your network via parental controls. Turn off network access, audio or video based on predetermined schedules or as the need arises.
Step up to Proactive
Proactive service changes the game by seeking out and resolving configuration and performance issues that can otherwise manifest into system wide problems. With client care proactive we are able to actively monitor your system and, in many cases, solve issues before you even know there is a problem.
Proactive coverage also includes over-the-air software and firmware updates to provide security enhancements and increased performance for covered devices, By keeping your components up to date, we can improve reliability and expand functionality of your system over time.
We can even monitor bandwidth to identify traffic patterns and isolate devices with excessive use. This helps us locate and resolve bottlenecks, resulting is higher throughput and improved network performance.
Ultimate Coverage for Ultimate Performance
SE Client Care Ultimate is our most comprehensive plan combining the highest levels of remote service, proactive site monitoring and on-site technician coverage.
Dedicated VPN access to your system provides our technicians with the highest levels of remote capabilities. Annual planned on-site visits for preventative maintenance and upgrades ensures peak performance year after year. And if emergency service is required, Station Earth will be there with up to 12 on-site service calls per year. We’ll even provide loaner equipment if necessary to keep you running.
Client Care
| Bundles | ||||
|---|---|---|---|---|
| Choose Your Level of Coverage | DNS Only | Remote | Proactive | Ultimate |
Basic Remote Diagnostic Capability
| $100/year | Included | Included | Included |
Regular business hours support
| Billed at regular hourly rate | Included† | Included | Included |
After Hours and Weekend Coverage
| - |  | | |
Remote Diagnostic Capability
| - | | | |
Mobile App
| - | | | |
No Charge Remote Labour
| - | †Up to 12 calls/year | Unlimited | Unlimited |
Proactive Remote Diagnostic Capability
| - | - | | |
Dedicated Access to Top Tier Service Team to React to System Faults
| - | - | | |
Annual Planned Visit for Maintenance and Cleaning Station Earth to Contact Client to Arrange
| - | - | - | |
| VPN Access to Local System For Highest Level Remote Capabilities | - | - | - | |
| Loaner Equipment Provided As Available | - | - | - | |
| On-Site Service Calls Next Business Day. No Charge Labour | - | - | - | Up to 12** |
| Extended Warranty Parts and Labour Coverage for 5 Years From Date of Installation | - | - | - | Optional*** |
*Covered Devices must be provided by Station Earth **up to 6 hrs Labour / call, service & warranty for covered items only, Lightning, acts of God & physical damage excluded. ***available products only, excludes technology obsolescence.
Client Care features listed above apply to all new systems. Client Care is available for most of our installed base; however, a site audit is required to determine remote capabilities and covered equipment. Depending on the age and complexity of your system, additional hardware and component upgrades may be required. Any additional hardware and/or component upgrades must be purchased by the client prior to coverage being initiated.
Frequently Asked Questions
Client Care is a suite of service offerings designed to maximize system uptime and keep your system running at the highest possible level.
We offer four levels of Client Care coverage, each with its own set of response characteristics and capabilities.
DNS Only gives Station Earth the ability to remotely access your system and attempt repairs without having to dispatch a service technician. Response to service requests are made during regular business hours. Remote labour is billed at our regular hourly rate. This is our most basic level of coverage.
Bundles
Remote includes our capabilities and expands coverage to 11pm – seven days a week. Remote labour is provided at no charge for up to 12 remote logins per year. We also provide enhanced diagnostic tools including our Mobile application which allows you to manage your system from your phone.
Proactive includes all the benefits of our Remote plan while adding the ability for Station Earth to actively monitor your system for performance issues and attempt to correct them before you even know there is a problem. This is our most popular plan.
Ultimate combines all the benefits of our Proactive plan with on-site service coverage including annual preventative maintenance and up to 12 on-site service calls per year. You can choose optional warranty extension for complete coverage.
is Station Earth’s remote service tool that provides real-time diagnostic capabilities for networked devices including Routers, Access Points, Switches, and other compatible devices.
We can track internet speed, identify ISP deficiencies, and reset routers and modems in the event of an internet outage. In most cases we can get you back up and running without having to interrupt you at home.
Client Care is available for all clients with rack based, remotely accessible automation systems as well as standalone networking/Wi-Fi customers. If you are unsure of your configuration or are interested in Client Care support, give us a call to find out how we can help you.
Existing systems may require an audit to determine eligibility for Client Care. Any additional items required to make your system ready will be identified and quoted accordingly.
If we currently connect remotely to your system, you can enroll in Client Care plan.
DNS Only – The DNS Only plan has a $100 fixed annual charge to cover the cost of licensing and the physical connection to your system. All labour – diagnostic and repair – is charged at our regular hourly rate.
Bundles – Bundles are priced based on system size and configuration and start at $50/month ($600/year) for a small rack-based system. Please contact your Station Earth Sale Representative to discuss pricing and options. Depending on the age of your system, an audit may be required to determine eligibility.
A technician will be dispatched to site to perform the required repair. Ultimate bundle clients will receive up to 12 next business day on-site service calls per year, including labour at no additional charge. All other clients will receive best effort response and be charged our regular hourly rate for any on-site repair.
Going forward we will only provide remote service for those enrolled in a Client Care plan. Although we may have connected to your system remotely in the past, changes in technology and licensing have increase the cost of maintaining these connections. We can no longer support maintaining your connection without a Client Care plan in place.
If we are not currently connected to your system, then nothing will change.
If we are currently connected to your system, that connection will be terminated Dec 31, 2021.
If you require service that is outside the hours of coverage stated in your plan, Station Earth will respond on a best effort, time and materials basis. After hours labour will be charged at twice our regular hourly rate.
Optional extended parts warranty is available for new installations within our Ultimate plan. Talk to your Station Earth Sales representative for more details and a personalized quote.
All new rack installations will be shipped ready with no additional hardware required to enroll in a Client Care plan.
For existing rack systems – depending on the age and configuration – you may require an audit to determine eligibility. Any additional items and costs required to take advantage of will be identified during the audit.
Call 1 800 461-0122 for immediate response. Alternately, for less urgent requests, you may open a web ticket for next day response.