Something stopped working?
Here is what to do.

What to do when something stops working

Call or text (425) 954-6003, or send the service request form on this page. Before you do, two checks that solve a third of the calls we get: confirm the device has power, and confirm the internet is up by loading a website on your phone over Wi-Fi. If both are fine, leave the system as it is. A factory reset or a rack power-cycle can erase configuration that takes longer to rebuild than the fault.

Email works too: support-ticket@rivastechgroup.com. Say which system, what you saw and when it started. Someone who knows your install replies within one business day.

What CURATOR covers

CURATOR is our month-to-month remote care plan for systems we installed, in three tiers: Base, Plus and Complete. It covers Control4, Ajax, networking, AV, lighting, shades, cameras and access control. Every tier has proactive health monitoring, remote updates and unlimited remote support in business hours for what we installed. Plus adds priority scheduling and small tweaks to existing scenes and schedules. Complete adds a documented quarterly check, a named point of contact, mobilization waived within 50 miles, and a four-hour response backed by a free month if we miss it. Requests received after 3:00 PM are handled the next business day. On-site labor is billed at standard published rates with no plan markup. Enrollment is a short review of your systems, active within about one business day.

Hours

Monday to Friday, 8:00 AM to 5:00 PM Pacific, excluding major holidays. We do not offer emergency or after-hours service calls. If an alarm is sounding outside those hours, disarm it from the Ajax app or keypad; if you have professional monitoring, the central station is handling dispatch. Network and automation faults outside hours go on the next morning's list.

Remote support

Most faults are fixed on a secure remote session without a visit: Control4 programming and driver issues, Ajax hub and detector settings, router and access point configuration, streaming and audio zones, shade schedules. Remote support is included with CURATOR; without a plan, a visit is the published rate with a two-hour minimum. CURATOR clients pay nothing per call for fixes to what we installed. When a visit is required, we say so before scheduling it, and on-site service bills at the flat rates on the pricing and policies page with a two-hour minimum. Service calls can be rescheduled at no charge with 24 hours' notice.

What to have ready

Five things shorten every call.

1. Which system. Control4 or Josh.ai, Ajax, network, audio and video, lighting, shades, cameras, intercom.
2. What you saw. The exact message on the screen or in the app, and what you were trying to do.
3. When it started, and what changed. A power outage, a new internet provider or router, a remodel, a new phone, a firmware prompt you accepted.
4. Access. The Ajax or Control4 app on your phone, and the rack open if we need to see it.
5. A photo. The rack, the device or the error. It saves a visit more often than you would think.

Warranty and third-party equipment

Installation workmanship is warranted for 90 days from completion and service work for 30 days; if the same issue returns in that window because of our work, the labor is free. Manufacturer warranties pass through and we file the claims for equipment we supplied. We also service equipment we did not install, with a written acknowledgment first and at its own published rate; that equipment carries no warranty from us. The full terms are on the pricing and policies page.

Where we service

Kent, Renton, Tukwila, Federal Way, Auburn, Covington, Maple Valley, Tacoma, Puyallup, Sumner, Bonney Lake, Tehaleh, University Place and Gig Harbor. Service calls within 20 miles of Kent carry no travel fee; beyond that a mobilization fee applies, published on the pricing and policies page. Olympic Peninsula by appointment. Need a new system rather than a repair? Start at Security, Residential or Commercial, or use the instant quote.