Technical support

For technical support on any Andrew Lucas smart home, please contact us by phone or email, or fill in the form below.

 

Contact information

Monday to Friday (8am – 5pm)

Tel: +44 (0) 208 222 6622

Email: 










NB – This form is for clients to report non-critical issues with their smart home systems. For critical support issues, or if you are not currently an Andrew Lucas customer, please get in contact via phone.

Emergency out-of-hours support

If you are an Andrew Lucas client, then please call the dedicated number found in your maintenance and support pack. Please note that these numbers are only to be used for critical system failures.

 

 What is a critical system failure? 

A critical system failure is a complete loss of a service (i.e. lighting or control system, Wi-Fi, CCTV).

Pricing

 

Our Ad-Hoc Support Pricing can be found below and should be referenced by those with Silver or Gold Maintenance Agreements or those with no agreement in place.

If you have a Platinum agreement, all of your support hours are included and you may disregard the pricing.

 

 

 

Business hours
Mon-Fri, 8am – 5pm
 

Outside business hours
Excludes Sundays, bank holidays and nights*

Sunday, bank holidays and nights*
 

Remote support

£80

£120

£160

On-site support
Standard AV and lighting

£95

£142.50

£190

On-site support
Escalated troubleshooting

£125

£187.50

£250

 

*NB – Night time is classified as 9pm – 8am.

Non-critical system failures

For non-critical system failures, please contact us using the information or form provided above.

For such issues, we will respond based on the SLA of your maintenance agreement or as soon as can reasonably be expected if you do not hold an agreement.

 

 What is a non-critical system failure?

A non-critical system is a failure of a single device that is not crucial to overall system performance, such as:
 

•  Individual TV unit failure;

•  Video distribution failure in a single room;

•  Loss of an individual audio zone;

•  Loss of control in a single room.

•  Loss of a single room of lighting;

Additional information

 

  • We do not charge for travel time, parking & congestion charge. There are no hidden costs.
  • Call-out charge:
    • There is no call-out charge within the Greater London area.
    • For all remaining postcodes within the M25 there is a £40 call-out charge.
    • Outside of the M25, call-outs are subject to a mileage fee of £2/mile.
  • Billing cycle:
    • Remote support is billed in 15 minute increments.
    • On-site support: the first hour is charged in full, then in 30 minute increments.
  • All rates exclude materials and are subject to VAT.
  • Unless the client has a service contract with Andrew Lucas, payment for the first hour of on-site support needs to be made upon booking.
  • While we will make every attempt to resolve critical issues. if we are unable to fix the problem due to product fault, we will solve the issue on the next working day providing the product is available.
  • Some larger works can be carried out on estimate/fixed price basis.

For more information about the technical support our team can provide, give us a ring on +44 (0) 208 222 6622 or take a look at our FAQs, below.

 

FAQs

Maintenance and support

 

If you are not currently an Andrew Lucas client but would like to know more about our client care services, take a look at our Maintenance and Support packages via the link below.

 

maintenance and support

Project Recovery

 

 Whether you have a DIY project that has grown beyond what you can easily handle alone or an installer has let you down, Andrew Lucas is able to step in and take on the project and make sure you end up with a house that does everything you envisaged.

 

project recovery