When Cutting Edge Systems started over 25 years ago, we began by installing basic audio and video systems into new homes.  While it seemed ground breaking and futuristic at the time, these were actually simple systems that were stable and required only occasional and predictable maintenance.  Then along came the age of the Internet, bringing with it constant innovation and change.

If we've learned one thing in all that time, it's that strong, professional customer support and service is the key to making customers happy. That's why we've maintained our full time, dedicated service team for so many years. Now Cutting Edge Systems is raising the bar with our new, premium service and support options.

 
 
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You’re accustomed to world-class service when you travel and we think you should expect the same in your connected home.

The systems we install today link together various subsystems including lighting, heating, cooling, music, video, communications, computer networks, wireless repeating, telephones, cell phones, irrigation and every other controllable, low voltage devices found throughout a modern home.  And the list is growing to include every IOT device on the planet. 

While this provides job security for our industry, it also establishes the need for our support team to be available around the clock to help our clients navigate the constant changes in technology that impacts their lives.  At Cutting Edge, we’ve grown with the times and are proud to offer something almost unheard-of in our industry: 24/7/365 help desk support. Days, nights, weekends – even holidays with a guaranteed response to every call or email within 30 minutes.  

We manage all of this through a sophisticated ticketing system to ensure that every issue is resolved to completion and no details are left to fall through the cracks.

 
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24/7/365 availability is part of a big investment we made to provide a selection of PREMIUM support options for every lifestyle. 

To expand our capabilities, we created 2 distinct, tiered support teams, Basic and Advanced.  

Basic Support is handled over the phone or email by our team of qualified technicians who can work with you to troubleshoot issues remotely.  Depending on your system and support plan, they may even be able to run diagnostics and reboot select pieces of gear while you are still on the phone. If the basic support team is unable to resolve your issue, they will escalate the ticket to our advanced team.  All details of your problem, including everything they've already encountered to get you up and running, will automatically be transferred to the higher level support tier.

Advanced Support is manned by our fully vetted team of experienced, trained technicians who have precise knowledge of your exact system.  They possess additional tools and have the ability to troubleshoot every issue that may come up.  If they cannot resolve your problem over the phone, they will provide you with options to arrange for a site visit.

 

One size doesn't fit all, so in addition to our standard support during normal business hours, which we now call Essentials, we expanded our service offerings to add 3 new and distinct, premium programs to meet the needs of every client: 

 
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Proactive

Someday, your auto manufacturer may contact you saying they noticed your air bag system malfunctioned, and they remotely updated its software to get it working right – without you ever taking it to the dealer.  That proactive day has arrived in your connected home.

Clients are now able to subscribe to our Proactive Support plan. You get 24/7/365 help desk support on the home technology we installed, along with guaranteed 30-minute response when you call or email us for support. With Proactive membership, remote management and reboots are enabled through our basic or advanced teams.  

Now we’ll tell you about the coolest part: Under our Proactive plan, we constantly monitor the health of your home technology (this plan requires a troubleshooting tool in your home). If something goes awry, we’ll automatically notify you and proactively get to work on the solution. This futuristic support option also enables us to remotely adjust your personal preferences without showing up at your door. As a Proactive member, we guarantee one hour response to your requests from our Advanced team until 10pm, 7 days a week.    Plus you’re automatically next in line for onsite service if it is required, with same-day in-home visits for urgent service requests made before 4pm..  

As one of our top tier clients, you will also benefit from a 10% discount on labor costs. 

 

Priority

If you are looking for 24/7 help desk access with a guaranteed same-day response from the Advanced Support team but don't need the monitoring, our Priority membership is right for you.  

You get all the benefits of premium support and management starting with our basic team and carried forward to the advanced team if the problem can not be resolved while you are on the phone. Moreover, you move to the head of the support line with the Advanced Support team, who will get to work within 1 hour if the problem is reported after-hours. Plus, Advanced Support can provide same-day in-home visits for urgent service requests made before 4pm.

Priority members  receive a 5% discount off of our standard labor rate for any services required.

 

 
 

Essentials+

If you desire the ability to reach us 24/7/365 for basic support, but do not value remote management or monitoring, we now offer an option to make sure that we're available when you need us the most. 

Our Essentials+ members are guaranteed 24/7 phone and email support with a 30-minute response time from the help desk. They will work with you to identify and resolve any immediate concern. If the issue cannot be solved immediately, the call will be escalated to our Advanced Team with a response promised by the following business day.  This plan also includes access to our Advanced Support team during standard business hours on a first-come, first-served basis. 

 
 
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Essentials

We totally understand that not every customer values or needs support outside of normal business hours or remote management of their systems. We will continue to offer the same, standard service practices that we always have had in place, which includes phone and email support from 9am until 5pm, Monday through Friday at no charge.  If any issue cannot be resolved immediately, the call will be escalated to our Advanced Team with a response promised by the following business day.  Technicians will be dispatched on a triage basis during the next open time slot with no guarantee of immediate availability.  

Becoming an Essentials member is totally free, however, we do require that all active clients register their account with us so that we can offer the best service to them.  Registration is a quick and easy process that helps us to maintain accurate records on all active accounts.

We do not share any client information with third party solicitations.  
 

 

To update your support to one of our PREMIUM plans, please click on the following link:

Alternatively, you can register for our no cost, Essentials Plan below:

 

We'll be happy to assist you with any questions you might have regarding the differences between the memberships and to help clarify your options. 

Call us anytime, day or night at (978) 392-1392, Option 1 or email us using the link below: