Support for the systems in your agreement.
Monthly management includes remote assistance, onsite support when needed, and routine maintenance visits as needed for the systems covered by your agreement. We can also take over eligible existing equipment from the vendors shown in our Products section after reviewing the setup and confirming the access needed to manage it.
Managed systems and existing equipment
During onboarding, we assess compatibility, condition, firmware and support status, licensing, and administrative access. A listed brand does not automatically make obsolete, unsupported, or inaccessible equipment manageable.
Maintaining the agreed environment is different from a new installation or expansion. Your proposal identifies the managed scope and any equipment or project costs before work begins.
Network and device support
Network support covers the connections and network equipment that your devices rely on. Repairing a connected device, programming its manufacturer-specific features, or servicing its internal hardware is included only when that work is part of the agreed scope.
Troubleshooting a television's network connection is different from repairing its screen. Providing connectivity to an AV controller is different from programming that control system. Camera or recorder work remains included when part of the agreed camera scope.
Support Hours — Eastern Time
Remote assistance is available throughout the week except Tuesdays and Thursdays from 7:00-10:00 p.m. and Sundays from 9:00 a.m.-1:00 p.m. Eastern Time. Automated monitoring continues during these periods. When onsite support is needed, visits take place the next business day between 7:00 a.m. and 10:00 p.m., excluding the same unavailable periods.
- Automated monitoring24/7 for enrolled, configured systems.
- Remote supportAll hours except the published unavailable periods.
- Onsite supportWhen needed, the next business day from 7:00 a.m. to 10:00 p.m., excluding the published unavailable periods.
How to request help
A submitted request lets us review the issue; it does not mean a technician has already begun work.
Remote assistance
Only start a remote assistance session while you are actively working with a Starlight Systems technician.
Learn about managed support
See how onboarding, troubleshooting, maintenance, and support access fit together.