The Ketra Light Everyone Wanted — Now Small Enough to Disappear
For years, choosing Ketra meant a compromise — the most natural, beautifully rendered light available, but only through a 5-inch aperture. That trade-off is over.
Read more →Smart Home Service
Smart Home Service & Support — Vancouver, Whistler, Victoria & Calgary
Our service line is open seven days a week, 8am to 10pm, and it’s answered by our own technicians — not a call centre, not a subcontractor. The person you speak to has access to your system and, in a lot of cases, has been in your house. Most of the time we call you first. We monitor the devices that run your system, so a failing switch or an offline processor shows up on our side before it shows up in your evening.
The Pure Image service team recognized that my network was having problems without me having to contact them. Their team reached out to me informing me of the issue. They immediately dispatched a support technician, and I was back up and running by 9:30 on Sunday morning.
7 days
a week
Our service line is open 8am to 10pm, every day, and it’s answered by our own technicians.
4
cities
Vancouver, Whistler, Victoria and Calgary — with technicians based in each, not dispatched from one office.
55+
people, in-house
Technicians, programmers and administrators. No subcontractors, so the person who fixes it knows your system.
How Our Service Actually Works
When a system goes down it’s never at a convenient time. It’s mid-film, mid-presentation, or twenty minutes before people arrive. So the useful question isn’t whether a company offers support — it’s what actually happens when you call.
You reach one of our own technicians, seven days a week between 8am and 10pm. They can see your system before you finish describing the problem, because we hold the documentation and the configuration for every install we’ve done. A frozen streamer or an offline processor is often resolved on that call, without anyone driving out.
When someone does need to come out, it’s one of our technicians — not a subcontractor learning your house for the first time. That’s the difference in-house makes, and it’s most of the reason our response times hold up.
We’d Rather Call You First
Our monitoring platform watches the devices that run your system — processors, switches, access points, controllers. When something starts failing, it shows up on our side, usually before it shows up in your evening. That means a lot of what we do is invisible. Configuration updates pushed overnight. A remote reboot on a device that’s drifted offline. A switch flagged as failing and replaced before it takes anything else down with it. The best version of this work is the version you never hear about.
It is comforting to know that my system is being maintained and constantly updated to the latest software. Having moved my system over from another integrator in Vancouver, I realized a much higher level of support and uptime on my system. Thanks guys!
PI+ Smart Home Service Plans
A PI+ plan covers all remote work, priority response, after-hours and weekend service, preferred technician rates, and early access to new features and system updates.
The reason most clients take one is simpler than the feature list. A smart home isn’t a finished object — manufacturers push firmware, apps change, devices reach end of life, and a system left alone for three years drifts. A plan is what keeps it current rather than gradually becoming something you work around.
Systems We Service
We maintain and optimise systems we didn’t necessarily install. If you’ve inherited a house with a system nobody has documented, or you’ve had a poor experience with another integrator, that’s a normal conversation for us — it’s how a good portion of our service clients arrived.
Crestron →
Whole-home and commercial control, custom programming, and long-term platform support.
Lutron →HomeWorks and RadioRA lighting, Ketra, motorized shading, and scene optimisation.
Control4 →Unified control across audio-video, lighting and automation.
Savant →App-driven control, AV, and system troubleshooting.
Alongside those, we support the infrastructure underneath — networking, audio-video distribution, lighting, shading and security — because a system is only as reliable as the network carrying it.
Something not working the way it used to?
Tell us what’s happening and which system you’re on. If it’s something we can resolve remotely, we often can on the first call.
