Service Plans Explained: Concierge, Platinum, Gold & Silver

A smart home system is not a set-it-and-forget-it product. Technology evolves, firmware needs updating, networks change, and occasionally something needs hands-on attention. Our service plans give your system the ongoing care it needs — and give you a clear, predictable cost for support rather than an unpredictable per-call billing relationship. Here's what each tier delivers.

Why a Service Plan Makes Sense

Complex integrated systems — Crestron or Control4 control, Lutron lighting and shading, distributed audio, networking, home theater — have more moving parts than any single vendor's product. Keeping everything working together as operating systems and firmware update, as streaming services change APIs, as new devices join the network, requires an integrator who knows the system and can respond quickly when something needs attention.

The alternative — paying per-call rates without a plan — tends to defer maintenance until something breaks, which is more expensive and more disruptive than preventive care. A service plan relationship also means we know your system. We maintain the documentation, we know the rack, and we can diagnose problems faster because we're not starting from scratch on every visit.

Silver: Foundational Support

The Silver plan is designed for clients who want a support relationship and reasonable response times without the additional layers of proactive monitoring and premium response guarantees. It includes standard business-hours remote support for troubleshooting, access to our service portal, and discounted labor rates for on-site service visits. This tier works well for systems that are stable and not heavily integrated — whole-home audio and lighting without extensive control programming complexity.

Gold: Responsive Support with Remote Monitoring

Gold adds proactive remote monitoring to the support relationship. We connect to your OvrC-monitored network and AV infrastructure, which gives us visibility into system health without requiring a support call to discover that something is offline. When a router reboots unexpectedly, or a lighting processor loses connectivity, or a network switch drops an endpoint, we see it — often before you notice it.

Gold plan clients also receive priority scheduling for on-site service, meaning visits are scheduled within a defined response window rather than into the general queue. For most luxury home systems, Gold represents the right balance of support depth and cost.

Platinum: Priority Response and Annual System Review

Platinum adds same-business-day response guarantees for urgent issues, an annual on-site system review and calibration check, and priority scheduling that places Platinum clients at the front of the service queue. The annual system review is particularly valuable — a structured walkthrough of every system, firmware update verification, calibration check on theater rooms, and an opportunity to adjust programming that doesn't match how the household has evolved since installation.

Platinum is the appropriate tier for homes where the integrated system is a significant part of daily life — primary residences with complex, heavily-used Crestron or Control4 installations, dedicated theater rooms that benefit from regular calibration checks, and clients who want a guarantee of rapid response to any issue.

Concierge: White-Glove, Always-Available Support

Concierge is our highest-tier service relationship — direct access to a dedicated support contact, extended-hours availability, same-day on-site response within our service area, and ongoing proactive system management that goes beyond reactive support. Concierge clients don't wait in a queue. When they call, they reach someone who knows their system specifically and is empowered to address the issue immediately.

This tier is designed for clients who depend heavily on their home systems — frequent entertainers, primary residences that double as offices, or clients with significant travel schedules who need their home operating reliably while they're away and instantly ready when they return.

Beyond Audio serves luxury residential clients across Scottsdale, Paradise Valley, Desert Mountain, Silverleaf, and the broader Phoenix metro. To discuss service plan options or enroll an existing system, call us at (480) 739-9961 or stop by 16585 N 92nd St, Unit 101, Scottsdale, AZ 85260.