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Call us at 808.824.3495 or 
email us at techsupport@pachawaii.com

It's time for a better tech experience

Complimentary Support & Premium Membership Options

Sign Up

What is a membership?

Essentials

Guarantees 9-5 Mon-Fri phone and email support with a 30-minute response time from the help desk. This plan also includes access to the Advanced Support team should you need it on a first-come, first-served basis. This plan is provided to you at no cost.

At PAC Hawaii, 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 4 new membership plans specifically designed around this principal:

Essentials+

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

Priority

24/7 help desk access with a guaranteed same-day* on-site response from the Advanced Support team. Moreover, you move to the head of the support line 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

All plans are month-to-month and require no contract. You can cancel at any time. 
*If the event occurs after 4pm, the on-site guarantee extends to next day by noon.

Plans

Essentials

Complimentary

Continue with Essentials

Minimal support needs

Guaranteed 30-minute help desk response

9-5, M-F Help desk access

$125/hr advanced in-home support

9-5, M-F Advanced Support

Continue with Essentials

Complimentary

Minimal support needs

Upgrade to Essentials+

$50
per month, billed monthly

24/7 Basic Support

Essentials+

Guaranteed 30-minute help desk response

9-5, M-F Advanced Support

$50
per month, billed monthly

Upgrade to Essentials+

24/7 Basic Support

$125/hr advanced in-home support

24/7 Help desk access

Upgrade to Priority

$150
per month, billed monthly

7 Day in-home and Priority Service

Priority

Guaranteed 30-minute help desk response

1 Hour response from Advanced Support for urgent issues

$150
per month, billed monthly

Upgrade to Priority

7 Day in-home and Priority Service

$105/hr advanced in-home support (16% discount)

24/7 Help desk access

Prioritized on-site support 
7 days a week

Upgrade to Proactive

$300
per month, billed monthly

Priority + Proactive Solutions

Proactive

Most Popular

Guaranteed 30-minute help desk response

1 Hour response from Advanced Support for urgent issues

$300
per month, billed monthly

Upgrade to Proactive

Priority + Proactive Solutions

$105/hr advanced in-home support (16% discount)

24/7 Help desk access

Prioritized on-site support 
7 days a week

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

Have some questions? We have some answers.

Why am I receiving emails? 
You are receiving emails 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 give us a call us at 808.824.3495 and one of our technology specialists will be more than happy to help you out.

I’m already on a premium membership plan, why are you asking me to upgrade?
We strive for perfection, but sometimes a mistake is made. We aren’t robots. If you think you’ve received the wrong communication, just let us know and we will make sure to update our list and get you the correct information.  Also, please see #3 above as that may be the reason.

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.

Some Fine Print

Security: We take privacy and security very seriously. Our troubleshooting tool lets 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: Help desk 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. Advanced Support rates during business hours are $125/hour. After-hours rates are $250/hour. Onsite: 1 hour minimum then billed in 30-minute increments; Remote support:   billed in 30-minute increments.

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 July 18th, 2018, 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 (even the free one) after that date will be limited to contact with our basic support team. Our Essentials plan is completely free, and selecting this plan will provide the same high quality service you are getting today with continued access to advanced support. If you are unsure of anything, please call us at 808.824.3495 or email us at techsupport@pachawaii.com and our team 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.
** A troubleshooting device is required for this functionality. Troubleshooting devices allow us to solve more issues remotely saving you money and hassle.

Service, redefined.