Tech Manager Network & Support Options

Choose a network option (1-3) and then choose a monthly plan (A-E).

Link: Tell me again, why do I need this?

Network Options:

1) Premium Private Physical Network: WiFi 6 access point, network switch, two TP-Link wireline adapters.

What would a physical network do for me? You will have your own hardware for your internet and can connect wired or wireless devices. This is a private highway for your network traffic. You won't share the road with your neighbors. This also allows you to connect devices with an ethernet cable or a powerline adapter. Hardwired connections can be more stable (like for a streaming TV). Sometimes people who work from home (or work on vacation) need to have a hardwired connection for security for their work computer. For tech support purposes, this will allow us to quickly identify your device for any troubleshooting needs without you having to figure out the MAC address and where in the entire community network you are connected. This option will also reduce potential network conflicts (traffic jams that cause slow speeds and buffering). If you choose this one time upgrade option, you will need to also choose a monthly tech support plan below (A-D) or opt out (E).

Equipment and Activation:

$375 one time charge. Installation and programming. (Why does the premium seem so much more expensive? Because this is the most labor intensive option which will require the most in terms of reconfiguring the layout of the existing wiring and hardware.)

We will set up and connect (hard-wired) one streaming TV for free!

$39 for each additional wired device

You will get a unique private network name and a unique password.

2) Private Physical Network: Network switch, two TP-Link wireline adapters.

What would a physical network do for me? You will have your own network switch and wireline adapters for your wired internet needs. The primary difference between this physical network and the premium physical network (1) is that you *may* share an access point (the part that broadcasts the WiFi), but you will still have your own private network on the access point. Having your own network means having your own unique network name and password. This is a private highway for your network traffic. You won't share the road with your neighbors. This allows you to connect devices with an ethernet cable or a powerline adapter. Hardwired connections can be more stable (like for a streaming TV). Sometimes people who work from home (or work on vacation) need to have a hardwired connection for security for their work computer. For tech support purposes, this will allow us to quickly identify your device for any troubleshooting needs without you having to figure out the MAC address and where in the entire community network you are connected. This option will also reduce potential network conflicts (traffic jams that cause slow speeds and buffering). If you choose this one time upgrade option, you will need to also choose a monthly tech support plan below (A-D) or opt out (E).

Equipment and Activation:

$199 one time charge. Installation and programming.

We will set up and connect (hard-wired) one streaming TV for free!

$39 for each additional wired device

You will get a unique private network name and a unique password.

3) Private Virtual Network (VLAN)- this is a private virtual network with your own network name and password.

What would a virtual network do for me? This is private highway for your network traffic. This is a private "wireless" highway, so you won't be able to hard-wire any devices. You won't share the wireless road with your neighbors. You may have a "private road" on the same access point (the access point is the part that broadcasts the WiFi) as your neighbors, but your traffic will still be separated. For tech support purposes, this will allow us to quickly identify your device for any troubleshooting needs without you having to figure out the MAC address and where in the network you are connected. This option will also reduce potential network conflicts (traffic jams that cause slow speeds and buffering). If you choose this one time upgrade option, you will need to also choose a monthly tech support plan below (A-D) or opt out (E).

Activation:

$99 for activation and programming. One time charge. Unique (private) network name and unique password. We will connect up to two devices wirelessly for free, including smart TVs.

4) Community WiFi. Choose the Basic Network Service & Support plan below or the Opt-Out.

Continue using the HOA provided community WiFi. You may choose a basic support plan or opt-out of support.

Monthly Plans:

A) Essential Network Service & Support- $25 per month

Essential Network Services:

We will monitor your network for uptime, identifying and fixing problems before they become serious, perform firmware updates (important for security), and implement QoS (quality of service), which allows us to prioritize certain types of network traffic, and change passwords as requested or on a set schedule.

Essential Tech Support:

24/7 self serve tech support, live technicians and engineers during business hours, and advanced troubleshooting for you, your family, and friends. Our chat and self serve tech support portal is available 24/7 and will resolve many common technical issues and if you need further assistance, you can report your problem and schedule a phone appointment with a technician. Our team of live technicians and advanced support engineers are available by appointment with flexible hours to do advanced troubleshooting on your network and devices. Live chats and phone calls are included at no extra charge with this plan. If your problem cannot be resolved remotely, we will send out a technician for an in person service call at an affordable cost. If you use your condo as a short term rental, VRBO, or Airbnb, you have the option of paying per incident of chat or phone guest tech support or you can upgrade to STR Tech Manager. The self serve portal is available to STR, VRBO, and Airbnb guests at no charge.

In Person Tech Visits (pricing with monthly Essentials Plan):

$55 tech visits- helping owner, family, or guest with tech (streaming, satellite TV, connecting smart phone, etc.) or helping owner set up new tech (cameras, video doorbells, smart thermostat, etc.) Please see the complete list of available services and terms.

$10 STR, VRBO, or Airbnb guest tech support, per call or chat (added to the next month’s bill)

B) STR Tech Manager- two pricing structures:

All inclusive: $75 per month, regardless of number of guests/stays

Base rate + per booking: $35 per month base rate, $20 per booking

STR Network Services:

STR Tech Support:

24/7 self serve tech support, live technicians and engineers during business hours, and advanced troubleshooting for your personal use and for paying guests. Our chat and self serve tech support portal is available 24/7 and will resolve many common technical issues and if you or a guest need further assistance, you can report your problem and schedule a phone appointment with a technician. Our team of live technicians and advanced support engineers are available by appointment with flexible hours to do advanced troubleshooting on your network and devices. If your problem cannot be resolved remotely, we will send out a technician for an in person service call at an affordable cost.

STR Tech Concierge:

We can connect with your rental calendar or you can email/text guest information to us manually. We will email or text new guests, depending on their preference, with a unique WiFi password, specialized tech instructions (that will be set up based on your property profile), and the support phone number & chat. If necessary, we will reset devices upon leaving (e.g. Roku guest mode). Upon check out, guests will receive a thank you email with review link and direct booking link if applicable. Owners will also receive a helpful monthly e-newsletter with tech tips and information just for short term rental owners.

$35 tech visits- helping guests with tech (streaming, satellite TV, connecting phone, etc.) or helping owner set up new tech (cameras, video doorbells, smart thermostat, etc.) Please see the complete list of available services and terms.

*** STR Tech Manager includes support for satellite TV systems, if applicable.

C) Basic Network Service and Support- $10/mo

This is the plan for DIY’ers, cost-cutters, and those who wish to use the community’s excellent existing WiFi network and opt out of a private network. If you have an upgraded physical or virtual private network, you may also choose this plan, but any live chat or phone support will be billable (live assistance is included in the Essentials plan at no extra charge). This plan will still receive “Essential Network Services”, but will not have the ability to request new passwords if you are on the community WiFi. Our automated chat and self serve tech support portal is available to you 24/7. Live chat or phone support is available for a low cost of $10 per support chat/call related to troubleshooting tech (conditions apply) or requesting new passwords if you have a private network. This charge will be added to the following month’s bill. You will be provided with a personal code when you sign up that authorizes tech support calls. In person tech visits are available for $65 per visit (for a single device type). Please see the complete list of available services and terms.

D) Satellite Television Support Add-On- $10/mo

This is an add on service for those with satellite television systems, either an HOA provided system or an individual account. (This service is already included in the STR Tech Manager plan.) You will have access to a tech support portal that will address common issues. Phone and chat support is available. Basic services are available at no extra charge, such as: sending “hits” to dormant receivers, programming a remote, turning on a power inserter, or changing a TV to the correct input. There is a technician visit fee of $75 for replacing or fixing damaged or malfunctioning infrastructure and parts, such as out of warranty receivers. New receivers are under a 1 year warranty (extended warranties available) and there is no charge for replacing receivers under warranty. Upgraded receivers are available starting at $60 for a Wally, single tuner receiver and the installation is only $29. If you opt out of this add-on, full charges for phone support and technician visits apply and receivers are available at MSRP. We do strongly advise choosing this add-on if you have satellite TV because most HOAs will not cover repairs related to any parts inside of dwelling units. Please see the complete list of available services and terms.

E) Opt-out

You may opt out of a monthly support plan. But any calls or texts for support, password changes, etc. or in person tech visits come with a charge. The network hardware is monitored and maintained with firmware upgrades. Outages and programming issues (related to the functioning of the entire network) are responded to as part of our service agreement with the HOA. You may always report a network issue (and we encourage you to do so), but we will not be able to respond to you individually if you do not have a monthly plan. If there is a broad network issue, it will be responded to. Any needed phone, live chat, or in person tech support for individual owners or guests related to troubleshooting devices on the network is available for a charge and there is no guarantee that a particular device is compatible with the network. We will give you current pricing when you call or text for support. We do think for the best user experience on the WiFi network, that a minimum of the Basic Network Service and Support plan is advisable.

1 year contract and auto-pay with ACH or debit/credit card required for all plans. Contract can be cancelled without penalty in the event of a property sale.