By CEDIA - Tue, Oct 22, 2024 - Blog
With any smart home system installation, the true value lies not only in the tech, but the customer service. This means providing support from end to end, including the aftercare stage. According to our latest findings, two-thirds of CEDIA members offer service agreements to their clients.
A technology service agreement offers peace of mind to your clients, while it also gives you competitive advantage. Coupled with a CEDIA membership, this contract will help you stand out as you sell your products and services.
Home service agreements offer tech support for smart devices and other installations once the warranty has passed. As standard, systems such as security cameras have a one-year warranty. However, many smart home devices require firmware updates or other maintenance.
Similarly, a technology service agreement provides extra assurance in unforeseen circumstances. For example, if there were a power cut, homeowners would benefit from knowing there would be onsite support with quick support times.
These agreements maintain consumer safety, for example, keeping security systems up to date or preventing cyber-attacks.
Offering a home service agreement gives you a key competitive advantage. When customers come to a CEDIA member, they know they’re getting the best in terms of industry standards and education. With an additional agreement, they also know they’re entitled to aftercare and high quality, regardless of warranty.
On top of the competitive advantage offering a home service agreement will also give you:
While a service contract will improve the user experience, it’s important to consider the responsibilities that come with such services. These include:
Every service agreement comes at the sole discretion of the business owner, but broadly speaking, it should include:
What’s included and excluded in any maintenance or update agreements, specific to the tech installed.
How soon the customer can expect a response from you, helping to set expectations for emergencies.
Duration and renewal terms for the service contract, including your cancellation policy.
An outline of the price models including pay-as-you-go, such as yearly Home security updates, or a rolling subscription.
Indemnification details for each piece of tech, for example, what is covered in the warranty as opposed to ‘acts of God’ like weather damage.
Your responsibilities as a provider, for example, downloading updates, together with the customer’s obligations, like avoiding damage to equipment.
To draft a professional service agreement, you need to follow standards and best practices, such as the ANSI standard for audiovisuals. Your agreement should be customised to the client’s installation – not just looking at the technology, but its use. For example, if a home entertainment system will frequently be used outside, is there coverage for weather damage?
You’ll need to consider legal factors for contract compliance, such as the product warranty. Your contract should clearly set out your responsibilities and who is in charge of what for all eventualities, such as power cuts or cyber-attacks.
Make sure your contract is clearly written, avoiding legalese and signposting what’s included and what will incur additional costs. This helps to set expectations and avoid disputes.
For the best customer experience and to avoid legal disputes, you should:
A home service agreement will include a scope of services, a transparent pricing structure, details of contract lengths and response times, and any legal obligations. This includes your responsibilities as a supplier and your customer’s duties of care towards their equipment.
To write a service contract agreement, keep your client’s individual needs top of mind. Consider all eventualities for each piece of tech installed, for example, cyber-attacks or power cuts, and have a clause for what your agreement will cover. Include what’s not covered and be transparent about additional fees.
The contract between a client and service provider will outline both your responsibilities. For example, as a smart home integrator, it may be your responsibility to ensure all firmware is installed. The customer may have a duty to protect the equipment, for example, keeping it safe from water or fire damage.
A service contract will outline the responsibilities of both the provider and customer. It will include the scope of services as well as what’s not included, and the outcome for various eventualities, such as power failures. It will feature legal obligations to cover both the customer and service provider.