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Immaculately dressed MK Iconic Solutions network and control rack — the engineered system Iconic Care™ monitors and maintains
Iconic Care™ · Aftercare Programme

Iconic Care™ — Smart Home Aftercare & Support

Aftercarethatneversleeps.

An intelligent home is only as good as the team that maintains it. Iconic Care™ is the proactive aftercare programme for the systems we build — health checks, priority response, firmware management and phone support with a same-day target, delivered by the team who knows your system inside out.

Compare protectionExisting client? Log a ticket

Why Iconic Care™ exists

Three reasons to never worry about your system again.

Proactive

We monitor your system continuously. Faults that would take a week to surface for someone else are typically picked up early — many resolved remotely before they interrupt your day. Your annual health check is in the diary, not in the back of someone's mind.

Responsive

We aim to respond by phone the same day on weekdays, and typically within eight hours across evenings and weekends. The person who designed your system is the person who picks up. There is no call centre. There is no voicemail loop.

Preserved

Firmware managed, configurations backed up nightly, system documentation kept current. If you ever need to hand over to a new integrator, they will inherit a system they can pick up cleanly. Your investment is protected.

With or without protection

The difference is night and day.

Side-by-side: what you get when you stop at the install vs. what you get when Iconic Care™ looks after the system year after year.

Feature
Without Iconic Care™
With Iconic Care™
Proactive monitoring
Annual health checks
Self-managed
Up to 4× per year on-site
Hours per visit
—
3-4 hours
Quarterly system reports
—
Included
24/7 remote monitoring
—
Included
Response times
Phone response, weekday business hours
Best-effort
Same-day target · 2hr priority target
Phone response, evenings & weekends
—
8hr target
System management
Firmware updates managed for you
You manage
Pre-tested in our lab
System backups
—
Nightly
Configuration documentation
Original install pack only
Kept current · always accessible
Pricing & portal
Discount on additional callouts
Standard rate
Up to 30% off
Annual on-site optimisation visit
—
Included
Client portal access
—
Included
Get started
Pay-as-you-go
Begin sign-up

Response targets

Our response targets, in plain numbers.

No small print. These are the response targets we work to on every plan.

Standard / Ad Hoc
Same
business day target

Target phone response, weekday 9am–7pm. Suitable for systems where downtime is inconvenient but not critical.

Iconic Care™
8
hour target · evenings & weekends

We aim to respond by phone typically within eight hours across evenings and weekends. The plan of choice for residential systems.

For existing clients

Your client portal.

Already an Iconic Care™ member or an MKI client? Log in to raise a ticket, view ticket history, download your system documentation and service reports, and see invoices — all from one secure dashboard.

Log in to portalCall urgent support
  • Raise a ticket in 30 secondsSkip the phone queue with a quick web form.
  • Your system documentationO&M manuals, drawings, configuration files — always accessible.
  • Service reports & property filesEvery visit report and system file for your property, in one place.

Frequently asked questions

The fine print, in plain English.

Can I sign up if you didn't install my system?
Yes — we will need to do a system audit first to assess what's in place and what we are committing to support. The audit fee is refundable against your first three months of Iconic Care™ if you sign up afterwards.
What does "remote monitoring" actually monitor?
Your Control4 controller status, network health, processor uptime, key device connectivity (audio matrix, lighting processors, network rack), and event-log alerts for anything that fails or behaves abnormally. Our aim is to see issues before you do — many are resolved remotely, often with a simple remote reboot, before they interrupt your day.
Are firmware updates always safe?
Mostly — but not always. We apply updates after they have been validated by Control4, Lutron and Crestron, and on Iconic Care™ we replicate your system in our lab and test the update against your specific configuration before deploying it.
What is the minimum term?
12 months from sign-up. After the initial year, you can cancel any time with 30 days' written notice — no penalty, no exit fees.
Do you cover Dubai and US clients?
Yes. Remote support is identical regardless of geography. On-site visits in Dubai and Miami are coordinated through our regional teams.
What's not covered?
Hardware replacement (out-of-warranty hardware is charged at cost plus a labour rate), major system additions (a new cinema room, an extension), third-party device integration outside the original system scope, and acts of nature (lightning strike to the network rack — please get separate insurance).

Get started in minutes.

Speak with us about Iconic Care™. We'll arrange your system audit, confirm your start date, and send your welcome pack within one working day.

Book audit consultationContact the care team