Peace of mind for your home technology
ExpertCare
Best-in-class support has always been our priority. With true 24/7/365 email, phone, text and chat support, plus proactive remote monitoring, we have you covered — day or night.
Luxury is simplicity.
Support you can count on
Technology occasionally hiccups. We keep it simple.
From proactively monitoring and resolving issues remotely, to giving you the tools to reset your own system in seconds — disruptions get handled before they become an inconvenience.
Remote repair
Your system is accessed remotely and, more often than not, repaired without a service call.
24/7 coverage
We're available to reach you however best fits your lifestyle — call, text, email or chat.
App control
A mobile app puts the most common fixes in your hands, resolved in a tap.
Preferred rates
If a service call is ever needed, subscribers receive a preferred onsite rate.
What we can monitor
- Whether your connected devices are up and running.
- The health of many connected AV devices and light switches (availability varies by manufacturer).
- Internet up/down state, plus average upload and download speeds.
What we can't
- The quality of audio/video — a media player can read "online" while still misbehaving.
- Individual apps inside a device — Netflix or Pandora erroring out on an otherwise healthy Apple TV or Sonos.
- Toasters, wicker baskets, toilets, major appliances (yet), pets, kids, plant life, or threats from zombies.
Choose your plan
Coverage that scales to how you live.
Monthly subscriptions, billed annually. Onsite priority and service rates improve with each tier.
VIP
Most responsive
$499/mo
24/7 text, email & phone support
Proactive monitoring
Tier 1 priority — guaranteed same-day service
Weekday onsite $215 first hour, $175 each add'l*
Subscribe
*After-hours onsite $400/hr, 2 hr min.
Premier
$99/mo
24/7 text, email & phone support
Proactive monitoring
Tier 2 priority — next day by 12pm
Weekday onsite $215 first hour, $175 each add'l*
Subscribe
*After-hours onsite $400/hr, 2 hr min.
Advanced
$65/mo
24/7 text, email & phone support
Proactive monitoring
Tier 3 priority for onsite service
Weekday onsite $215 first hour, $175 each add'l*
Subscribe
*After-hours onsite $400/hr, 2 hr min.
Base
$0/mo
M–F 8am–4pm only — email, text & phone, pre-paid @ $65 / 15 min
Tier 4 priority for onsite service
Weekday onsite $390 first hour, $195 each add'l*
Subscribe
*After-hours onsite $500/hr, 2 hr min.
Manhattan onsite rates vary.
Proactive monitoring powered by
Compare at a glance
Every plan, side by side.
| Feature | Base | Advanced | Premier | VIP |
|---|---|---|---|---|
| Monthly price | $0 | $65 | $99 | $499 |
| 24/7 text, email & phone | — | ✓ | ✓ | ✓ |
| Proactive monitoring | — | ✓ | ✓ | ✓ |
| Remote repair & app control | — | ✓ | ✓ | ✓ |
| Onsite priority | Tier 4 | Tier 3 | Tier 2 | Tier 1 |
| Response guarantee | — | — | Next day by 12pm | Same day |
| Weekday onsite (1st hr / add'l) | $390 / $195 | $215 / $175 | $215 / $175 | $215 / $175 |
| After-hours rate (2 hr min) | $500 / hr | $400 / hr | $400 / hr | $400 / hr |
Manhattan onsite rates vary. After-hours minimum 2 hours.
Questions, answered
Frequently asked
What is ExpertCare?
A comprehensive support subscription that includes a dedicated 24/7 Remote Support Team, a local HTE Onsite Support Team, and round-the-clock remote monitoring of your system. Available to subscribers only.
How much is the subscription?
Pricing starts at just $65/month. Full details are above.
Once subscribed, how do I reach support?
You'll receive a welcome email with a contact card attached — we recommend saving it to your phone. You can also call our office and press 2 for "support," then 1 for "HTExpert Care."
What forms of communication can I use?
Email, phone, text and chat.
Do I still contact HTE directly during business hours?
No — your first contact should always be the 24/7 Remote Support Team.
Is HTE still supporting our system?
Yes. The 24/7 Remote Support Team always attempts to resolve your issue remotely first. If they can't, it's escalated to the local HTE Onsite Support Team.
I previously emailed support@hteny.com. Can I still do that?
You can, but you'll bypass the 24/7 Remote Support Team and go straight to onsite scheduling. We strongly recommend not bypassing them — they resolve nearly 80% of all issues remotely.
Is the HTE Onsite Support Team available 24/7 too?
Only upon special request. Please contact alex@hteny.com for details.
My system is new and under warranty — does this apply to me?
Yes. Our 1-year workmanship warranty covers service during regular business hours. After-hours support is additional unless you already hold an HTExpert Care subscription.
We only use this house a few weeks a year. Is this necessary?
Yes — arguably more so. If you're away, proactive monitoring matters even more. The last thing you want is to spend limited time at the home troubleshooting. We make sure that when you arrive, everything is firing on all cylinders.
Is your 24/7 support team in-house?
No. The team is based in Richmond, Virginia and Las Vegas, Nevada — highly skilled home technology experts trained on the specifics of your system. They know your device locations, your parts, your network details. Over 80% of the calls they field are resolved without dispatching a technician.
Do I have to subscribe to ExpertCare?
No, but without it you won't have access to our after-hours line and can only reach us M–F, 8am–4pm. Non-subscriber service rates are also higher — $275 for the first hour (see rates above).
Can I keep calling, emailing or texting HTE team members directly after hours?
No. All support inquiries must come through the proper channels. Our technicians are no longer expected to respond to after-hours requests in any form.
Without a plan, can I still get after-hours emergency service?
For a limited time, yes — but the emergency rate is $100/hr higher ($500/hr instead of $400/hr). Within 3–6 months, emergency service will be phased out for non-subscribers. The non-subscriber emergency email is emergency-NS@hteny.com; all emergency service is paid in advance on our website.
Does the subscription include regular maintenance?
No, but maintenance agreements are available on request.
Does the subscription include free service calls?
No, but onsite service rates are discounted for subscribers (see rates above).
What are the "Tiers" for onsite service?
Advanced, Premier and VIP subscribers receive onsite priority. Tier 1 is the highest priority; Tier 4 is the lowest.
How quickly will I get a response?
In most cases, immediately. The maximum wait is about 8 minutes.
Do I need to change anything on my system to enable ExpertCare?
Possibly. If your system was installed within the past three months, you likely already have the equipment. Otherwise, you'll need an HTE Monitoring Device powered by OvrC. The initial purchase includes two hours of configuration at a discounted rate; larger systems may need additional time, billed at $165/hr.
What's involved in configuring the HTE Monitoring Device?
It's detailed. Every component is labeled and identified by room so the 24/7 team has everything they need to monitor and support your system effectively. This step is critical to the highest quality of support.
What parts of my system can be monitored?
Generally, anything connected to the internet. Specifics are listed above.
When does my 1-year subscription start?
After you receive your welcome email from the 24/7 support team. Due to high demand, we can't guarantee start dates — but HTE will provide support directly during any waiting period. We apologize in advance for delays.
Why the change?
It may feel sudden, but we vetted after-hours support partners for over two years. As we've grown, supporting hundreds of clients after hours on our own became unsustainable long term. Our goal has always been best-in-class support — during and after business hours. With our new partner, we can confidently deliver on both.
How do I request service after subscribing?
You'll be given a dedicated email address, phone number and live-chat link.
Are other HTE clients already subscribed — and willing to vouch?
Yes and yes. Give us a call and we'll connect you with a satisfied HTExpert Care subscriber.
Ready when you are
Peace of mind, on call around the clock.
Join the HTExpert Care subscribers who never think twice about their technology — because someone's always watching it for them.