Watchdog specifics, definitions, and release

Our service will attempt to ping (a fancy internet "hello") your server, NVR, or camera every 5 minutes. If a response is not received, we will be notified. If your device is still non-responsive after 60 minutes, a troubleshooting ticket will be submitted and the we will attempt to remotely correct the issue, usually within 48 hours (business days/hours only).

If we can correct the issue remotely, or the problem corrects itself (hey, it happens), then no further action is needed and we will enter it into a log that you can request at any time.

If the issue cannot be corrected remotely, we will contact you by email for further steps to correct the issue. If a return response from you is not received within 24 hours (business days/hours only), we will attempt to contact you via text or phone call. 

If there is still no contact from you, we will continue to attempt to contact you every 24 hours, for 5 business days. No further attempts will be made after the 5 business days.

In some cases, Watchdog can be set up remotely, but may take some participation on your part. Please give our eager and brilliant technicians a bit of your time and patience as they try to talk you through the process. It will usually take no more than 10-15 minutes.

If setup cannot be competed remotely, we will set up an on-site visit for one of our technicians to complete the setup. Usually within 5 business days. Either way, it's of no charge to you.  

Payment must be made with a VALID credit card that we will keep on file, and will be billed every month on the day the service started  (Quickbooks handles all that). A receipt will be sent via email after each billing cycle. Service will continued to be renewed monthly unless cancelled.

If an annual subscription is paid in full, it will be renewed annually unless cancelled. 

You can cancel at any time. If payment was already received, no refunds will be given and service will continue to the end of the billing cycle.

Setup - If setup cannot be competed remotely, we will set up an on-site visit for one of our technicians to complete the setup. Usually within 5 business days.  

Hourly rate - You are subject to our current hourly rate for on-site repairs, 1 hour minimum. Remote repairs are free of charge.

RMA / restocking fee - if applicable, you are responsible for any RMA (return material authorization) or restocking fee from the seller, usually a minimum of $15. 

Priority - You will receive remote and on-site troubleshooting first over non subscribers. On-site and remote repairs in 48 hours is usually equal to 2 BUSINESS days, and during business hours.

Inspection and cleaning - while subscribed, a technician will visit on-site and visually inspect accessible outdoor cameras for damage, water and insect intrusion, and will also clean the outer case and lens once annually, and no more than 8 cameras.  Past 8 cameras or one time annually will be subject to our normal hourly rate, 1 hour minimum.

You do not need to be home, but we will notify you at least 5 business days in advance. If you want to be home during the inspection and cleaning, please let us know at least 24 hours before the scheduled visit and we will make other arrangements. If we are not notified and/or do not have access to any cameras, we will do what we can but it will still be considered a completed trip.

Free trip - If an on-site visit is required, the normal trip fee will be waived for any service. Normal hourly rate applies.

Hourly rate - You are subject to our current hourly rate for on-site repairs, 1 hour minimum. Remote repairs are free of charge.

RMA / restocking fee - if applicable, you are responsible for any RMA (return material authorization) or restocking fee from the seller.  

Two free service calls annually - Up to 1 hour of service per visit, normal hourly rate applies after. Past 2 services call in 1 calendar year is subject to the normal hourly rate, 1 hour minimum.

We pay your RMA / restocking fee - We will pay your RMA / restocking fee up to $15 when applicable, any amount past $15 is payable by the customer. One time annually.

Install firmware - We will check for and install the latest firmware and security features of your camera and / or NVR once annually free of charge. For Blue Iris customers running on a Windows 10 Pro machine, we will also check for and install the latest Windows 10 and Blue Iris updates. Blue Iris customers must subscribe to Blue Iris's "Extended" support plan after the first year of purchase for $34.99 annually to receive software updates. 

Maintain settings - Once annually we will make a copy of your customized settings to your camera, NVR and/or server settings to be stored off-site in case of a catastrophic failure and/or replacement of any of these systems, getting you back up and running FAST! Any restoration of these settings that cannot be completed remotely will count as one of the free service calls, or be subject to our normal hourly rate, 1 hour minimum.