Some Fine Print

It's time for a better technology experience

24/7 & Premium Support Memberships

Security: We take privacy and security very seriously.  Our troubleshooting tool lets us see only the status of a device on the network.  Nothing else.  There's no access to the content or data, devices appear as either on-line or off-line.  Period.

Support: Basic Support will solve as much as they can, but if Advanced Support is required, that time is billable.  Advanced support can remotely log into your control system or come to your home to replace or repair hardware.
Advanced Support rates are $135/hr during business hours and $205/hr for after-hours.

Membership Plans: All plans are month-to-month and require no contract.  You can cancel at any time.  There are no refunds if you cancel mid-month.

Service, redefined.

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Beginning on May 1st, 2018, we are asking all clients to select a membership plan in order to ensure quick access to advanced support. Any client who has not yet selected a plan (even the free one) after that date will be limited to contact with our basic support team. Our Essentials plan is completely free, and selecting this plan will provide the same high quality service you are getting today with continued access to advanced support. If you are unsure of anything, please call us at (847) 419-9990 Option 1  or email us at support@millscustomav.com and our team will be happy to help you choose.

† - Priority support starts at the Priority plan level. Advanced Support will respond to all necessary issues regardless of plan level, but Priority and Proactive plans guarantee a rapid response.
** - A troubleshooting device is required for this functionality. Troubleshooting devices allow us to solve more issues remotely saving you money and hassle.

What is a membership?

At Mills Technologies, we recognize that access to friendly, helpful, and capable support is foundational for any technology experience. After talking to you, our clients, it was apparent that today’s technology experience is incomplete without the service and support required to solve issues rapidly and remotely.  We now proudly offer 4 new membership plans specifically designed around this principal:

Essentials

Guarantees 9-5 Mon-Fri phone and email support with a 30-minute response time from the help desk. This plan also includes access to the Advanced Support team should you need it on a first-come, first-served basis. This plan is provided to you at no cost.

Priority

24/7 help desk access with a guaranteed same-day* on-site response from the Advanced Support team. Moreover, you move to the head of the support line the Advanced Support team will get to work within 4 hours (or by noon next business day if the problem occurs after-hours.)

Proactive

Everything included in Priority plus whole-system health monitoring which notifies us if something has gone wrong. You no longer need to discover an issue, we'll be notified by your system and can get to work immediately. This plan requires a troubleshooting tool to be in your home.

All plans are month-to-month and require no contract.  You can cancel at any time.

 * - If the event occurs after 4pm, the on-site guarantee extends to next day by noon.

Essentials+

Guarantees *24/7* phone and email support with a 30-minute response time from the help desk. This plan also includes access to the Advanced Support team should you need it on a first-come, first-served basis.

9-5, M-F Advanced Support 

9-5, M-F Help desk access

Complimentary

Continue with Essentials

Minimal support needs

Essentials

Guaranteed 30-minute help desk response

$135/hr advanced/in-home support

Complimentary

Continue with Essentials

Minimal support needs

Essentials+

$35
per month, billed monthly

Upgrade to Essentials+

24/7 Basic Support

Guaranteed 30-minute help desk response

9-5, M-F Advanced Support

$135/hr advanced/in-home support

$35
per month, billed monthly

Upgrade to Essentials+

24/7 Basic Support

24/7 Help desk access

Proactive

$200
per month, billed monthly

Upgrade to Proactive

Priority + Proactive Solutions

$115/hr advanced/in-home support. 
15% discount  
 
 

Guaranteed 1 Hour response from Advanced Support for urgent issues

Guaranteed 30-minute help desk response

24/7  Help desk access 

7-day priority access to advanced/in-home support

Proactive system health management - we monitor for system issues remotely**

$200
per month, billed monthly

Priority + Proactive Solutions

Priority

$100
per month, billed monthly

Upgrade to Priority

7 Day in-home and Priority Service

24/7 Help desk access

Guaranteed 30-minute help desk response

1 Hour response from Advanced Support for urgent issues

$115/hr advanced/in-home support. 
15% discount

7-day priority access to advanced/in-home support

$100
per month, billed monthly

Upgrade to Priority

7 Day in-home and Priority Service

Plans

Call us at (847) 419-9990 Option 1 or email us at support@millscustomav.com