Customer Support Services
Customer Support, Elevated
Proactive Care. Expert Support. Seamless Performance.
Arracal’s customer support services are designed to keep your home technology running effortlessly—so you can focus on enjoying it, not managing it. Through our Service Member Plans and Control4 Assist programs, you gain access to priority scheduling, proactive system monitoring, remote troubleshooting, and dedicated concierge support that ensures every detail is handled with precision. Whether it is ongoing system care, personalized programming, or fast response when issues arise, our team is always within reach. To enroll in a support plan or collaborate with our team on a new project, simply use the Sales Support form. If you need service or assistance with an existing system, our Service Support form will connect you directly with our technical team for prompt resolution.
Arracal’s customer support services are designed to keep your home technology running effortlessly—so you can focus on enjoying it, not managing it. Through our Service Member Plans and Control4 Assist programs, you gain access to priority scheduling, proactive system monitoring, remote troubleshooting, and dedicated concierge support that ensures every detail is handled with precision. Whether it is ongoing system care, personalized programming, or fast response when issues arise, our team is always within reach. To enroll in a support plan or collaborate with our team on a new project, simply use the Sales Support form. If you need service or assistance with an existing system, our Service Support form will connect you directly with our technical team for prompt resolution.
Service Member Plans
| Features | Pro Service Member Plan $95/per month | Premium Service Member Plan $295/per month |
|---|---|---|
| Priority appointment scheduling within 1 business day | ✓ | ✓ |
| Appointment availability: Monday–Friday (excluding holidays), 8am–4pm | ✓ | ✓ |
| Discounted rate: $140/hr. for one technician | $240/hr. for two technicians | ✓ | ✓ |
| 24/7 remote phone support | ✓ | ✓ |
| Active network equipment monitoring | ✓ | ✓ |
| Free loaner equipment when products need service (based on availability) | ✓ | ✓ |
| Service provider concierge (we liaise directly with Spectrum, Frontier, etc., on your behalf) | × | ✓ |
| Access to our emergency after hours service if needed, 7 days a week, 8am to 8pm (this emergency service is billed at $280/hr for a single technician) | × | ✓ |
| Annual system Check-in and Assessment | × | ✓ |
Arracal Concierge Service (included with all plans)
- One direct point of contact at Arracal for anything related to your system
- We handle scheduling, service coordination, and follow-up
- Assistance coordinating with other contractors working in your home
- Reach out by call, text, or email—whatever works best for you
Assistance from a Distance
Support 7-days a week in partnership with Control4.
Arracal clients can now receive direct support from the manufacturer for their Control4 systems.
Control4 Assist
$899/ per year
When you need a question answered or have issues to troubleshoot, you receive:
- Access to expert manufacturer support from the Control4 Assist Team to help remotely 7 days a week, 8 a.m. - 8 p.m., via Phone, email, and video assistance.
- Proactive remote system monitoring to help keep your system and connected devices running reliably.
Arracal will also include the following benefits:
- Priority scheduling of no more than five business days if remote support cannot resolve a problem.
- Discounted labor rate of $140/hr. for a single technician, $240/hr. for two technicians.
Control4 Assist Premium
$2,999/ per year
Get all the benefits of the Control4 Assist plan, plus a concierge experience that includes personalized system education, scene modification, custom programming, and new device connection. Our team of highly trained specialists is ready and waiting to assist you 24/7/365. With Assist Premium, you will also receive the following features:
- Education on how to use features and functionality of the system from the Control4 Assist Team
- Post-install personalization, programming, and new device connection to update your system when technology or your preferences change.
- Annual Check-ins from our Assist Team who will set up an optional appointment for assessing your system remotely.
Arracal will also include the following benefits:
- Next business day availability if remote support cannot resolve a problem.
- Discounted labor rate of $140/per hour for a single technician, $240/hr. for two technicians
- Access to our emergency after-hour service if needed, 7 days a week, 8am to 8pm (this emergency service is billed at $280/ hr. for a single technician)
- Free loaner equipment when products need to go in for service (where available)
Experiencing a disruption in your services?
Contact our Service Team
Ready to live connected?
Contact our Sales Team