V.I.P. SUPPORT SERVICES
Addressing customer issues in a timely manner is a top priority for TotalKare. Having dominated the life safety systems’ marketplace in the Northeast for over 30 years, we could not have done it without highly satisfied customers. For TotalKare, our customers are always treated with dignity and respect. We see customers as part of our family. When a customer calls, we set a priority to the issue reported and we immediately assign a technician to call, troubleshoot and rectify the issue. We understand that the systems we provide and support, are life safety systems and that our customers’ #1 priority is always the safety and wellbeing of their residents and/or infants.  When you join the TotalKare family, you can be assured that you will be treated like a VIP.

 

ANNUAL SYSTEM HEALTH CHECKS
Electronic and computer based systems, like any electronic or mechanical device, can start to lose functionality and diminish in performance over time. Normally this might not become immediately apparent, but with life safety systems, if a unit is not functioning to the manufacturer’s specifications, a resident could wander from a facility unnoticed, or an infant could get taken out of the nursery without permission or without any advanced warning. That’s why periodic System Health Checks by certified technicians are crucial for facilities and should be done at least annually. A facility cannot afford to have someone elope or lose a baby as the penalties are way more expensive than the cost of a PMI. If we can equate a life safety system to a car, you can continue driving the car without changing the oil for a while until the engine finally collapses but the cost is multifold compared to a service appointment.

 

ON-SITE SUPPORT
We are proud to announce that we provide on-site support in the Northeast and beyond as required. Based on the severity of the problem, we will even reassign technicians to attend to high priority issues that could potentially endanger the safety of a resident or infant.  All our technicians are employed by TotalKare which enables us to provide consistent, reliable and high quality service.

 

CERTIFIED TECHNICIANS
Our technicians are not only highly skilled, fully trained, and insured but also have been certified by the manufacturer so they are fully capable of addressing ANY issue you may have on ANY of the life safety systems we sell, service and install. Frequently, we even get service calls for systems not installed by TotalKare.

 

CUSTOMIZED SOLUTIONS
Sometimes our customers require something more than what our standard systems provide. Whether it is a special annunciation panel, keypad, remote sounder or anything unique, we have a research and development partner that will evaluate the requirement and, if feasible, design and make a customized solution for your specific need.

 
EXTENDED SERVICE CONTRACT PLANS
Bronze

  • Priority Service Call Handling
  • 8 am – 5 pm Remote Support
  • Annual System Health Check
  • Software Maintenance Agreement

Silver

  • Priority Service Call Handling
  • 24 / 7 Remote Support
  • Annual System Health Check
  • Software Maintenance Agreement
  • Replacement Components
  • Discounted Rates for Onsite Service

Gold

  • Priority Service Call Handling
  • 24 / 7  Remote Support
  • Annual System Health Check
  • Software Maintenance Agreement
  • Replacement Components
  • Covers All Labor and Travel
  • Discounted Consumable Pricing
  • Server Replacement After 6 Consecutive Years
  • For Hugs systems: 1 day clinical refresher training every 3 years