Service, redefined.

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Call us at (978) 392-1392 or 
email us at  support@cuttingedgehome.com

It's time for a better tech experience

Premium Support & Membership Options

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What is a membership?

At Cutting Edge, we recognize that access to friendly, helpful, and capable support is foundational for any technology experience. After talking to you, our clients, it was apparent that today’s technology experience is incomplete without the service and support required to solve issues rapidly and remotely. We now proudly offer new membership plans specifically designed around this principle:

Essentials+

Guarantees *24/7* phone and email support with a 30-minute response time from Basic Support. This plan also includes access to the Advanced Support team should you need it on a first-come, first-served basis.

Priority

24/7 Basic Support with a guaranteed same-day* on-site response from the Advanced Support team. Moreover, you move to the head of the support line and the Advanced Support team will get to work within 4 hours (or by noon next business day if the problem occurs after-hours.)

Proactive

Everything included in Priority plus whole-system health monitoring which notifies us if something has gone wrong. You no longer need to discover an issue, we'll be notified by your system and can get to work immediately. This plan requires a troubleshooting tool to be in your home.

Most Popular

Choose a Support Membership

Become a Member

$49
per month, billed monthly

24/7 Basic Support

Essentials+

Guaranteed 30-minute Basic Support response

$49
per month, billed monthly

Become a Member

24/7 Basic Support

8-4, M-F Advanced Support

24/7 Basic Support

Become a Member

$99
per month, billed monthly

7 Day in-home and Priority Service

Priority

Guaranteed 30-minute Basic Support response

1 hour response from Advanced Support for urgent issues

$99
per month, billed monthly

Become a Member

7 Day in-home and Priority Service

Preferred service labor rate
5% Discount on Advanced Support 

24/7 Basic Support

Prioritized on-site support 
7 days a week

1 x on-site tech review/year

Become a Member

$299
per month, billed monthly

Priority + Proactive Solutions

Proactive

Most Popular

Guaranteed 30-minute Basic Support response

1 hour response from Advanced Support for urgent issues

$299
per month, billed monthly

Become a Member

Priority + Proactive Solutions

Preferred service labor rate
10% Discount on Advanced Support 

24/7 Basic Support

Prioritized on-site support 
7 days a week

Proactive system health management - we monitor for system issues remotely**

2 x on-site tech reviews/year

Why am I receiving this email? 
You are receiving this email because, as our client, you provided us your email address either at installation or during a subsequent service call. We use email to keep all of our clients “in the know” whenever we make changes to our service. If you don’t want to hear from us any more, you can always opt-out from future emails by using the unsubscribe link at the bottom of the email. But that would make us sad.

Do you ever share my email address?
Heck no. We hate spam as much as you do and we take your privacy seriously.

Why did someone else in my household also receive an email?
Many of our clients have multiple members of their household: husbands, wives, children, staff, etc. Any time a service call is made, we collect or update an email address so we can follow up after service. For privacy reasons, only the primary email –the one used when you signed up for a membership plan– is directly connected to your billing account. However, all of our client’s email address are added to our mailing list. This might explain why you and someone else in your household received different information.

How do I find out if I’m already on a plan?
So glad you asked. If you ever have any questions about your membership status simply send us an email or call our support number and one of our technology specialists will be more than happy to help you out.

What are the different benefits of your membership plans?
Now that is an awesome question. Every household requires a different level of home technology support and we have plans in place to meet those expectations. Check out a comparison chart of our plans above.

Have some questions? We have some answers.

Some Fine Print

Security: We take privacy and security very seriously. Our troubleshooting tool let's us see only the status of a device on the network. Nothing else. There's no access to the content or data, devices appear as either on-line or off-line. Period.

Support: Basic Support will solve as much as they can, but if Advanced Support is required, that time is billable. Advanced support can remotely log into your control system or come to your home to replace or repair hardware. Refer to the Terms of Service for more information on Advanced Support rates.

Membership Plans: All plans are month-to-month and require no contract. You can cancel at any time. There are no refunds if you cancel mid-month. 

Terms of Service

Beginning on January 1, 2019, we are asking all clients to select a membership plan in order to ensure quick access to advanced support. Any client who has not yet selected a plan after that date will be limited to contact with our basic support team. If you are unsure of anything, please contact our support team and we will be happy to help you choose.

† Priority support starts at the Priority plan level. Advanced Support will respond to all necessary issues regardless of plan level, but Priority and Proactive plans guarantee a rapid response.
*If the event occurs after 4pm, the on-site guarantee extends to next day by noon.
** A troubleshooting device is required for this functionality. Troubleshooting devices allow us to solve more issues remotely saving you money and hassle.

Choose Limited Support

Not interested in becoming a member? Our limited support option is restricted to in-home support between the hours of 9a-5p M-F.  Appointments are subject to scheduling availability (priority attention will be given to Members - see above). *No remote support will be provided.*