HWCare
Personalized support membership plans, so there’s always a HiWire team member ready to help — every time you need it.
First-class support, on your terms.
No matter how sophisticated or simple your home technology is, you can rest assured that HiWire staff are ready to help. Every family is unique and expects a different level of response — so we built membership options to match, each with guaranteed response times and personal, first-class service.
HiWire Performance Plans
Our Basic membership offers Remote Service and Support for all of your connected system devices.
- Remote Service
Get extended service hours, 4-hour response time and 7 other benefits including streaming assistance.
- Remote Service
- Silver Priority Scheduling
Our best standard plan includes Saturday remote system support, complimentary on-site service hours, plus full system clean up and health checks twice a year.
- Extended Remote Hours
- 2 System Health Visit
- 14 plan benefits
Our very best custom performance solution includes just about everything you need to keep your system running at peak performance. From 7/365 servicing to 20 system benefits, this is your premium All-In Plan.
- Extended Remote Hours
- 4 System Health Visits
- Complimentary equipment service
- 21 Plan Benefits
Not one of our plans?
You’re still our customer. Non-plan members can call for service at our standard hourly rate — whether you need a one-off adjustment or have a question about something we installed years ago. We’ll always pick up.
What’s included
Each HWCare plan includes a defined set of services tailored to how much support your system needs. Below is a closer look at the features that make up the full HWCare experience — most are available across all four tiers.
DIY Support App
Submit service requests, schedule visits, and review your installed system from anywhere — so the simple stuff stays simple, and complex requests arrive pre-packaged with the info we need to fix them fast.
Annual Tech Reviews
Once a year your dedicated technician sits down with you to review your technology — what’s working, what’s getting tired, and where we can improve. You leave with a written report and a roadmap for the next twelve months.
Priority Scheduling
Plan members go to the front of the queue. Same-day or next-day service is the rule, not the exception — and you’ll never wait behind a non-member for a critical issue.
Annual System Updates
Technology always changes. Our annual update keeps firmware, app integrations and certifications current — we test off-site so updates land smoothly the first time, with no drama for you.
Preventative System Monitoring
Your system is on preventative monitoring 24/7 — we spot anomalies before you do, and ninety percent of the time we resolve them silently before they ever become a problem you’d notice.
Extended Service Hours
Bronze reaches us in business hours, Silver extends to evenings, Gold to weekends, and Platinum is true 24/7 — including holidays — for the times when something has to be working now.
Concierge Assistance
We’ve always considered ourselves a service business. Concierge Assistance lets you reach a real HiWire technician directly — no phone tree, no ticket queue — just a person who already knows your system, ready to help.
