• Client onboarding begins in one of two ways. (1) Upon completion of a concierge visit, with submission data satisfactorily complete. (2) Direct contact and data confirmed via telephone, text, email, or form submission. Once either is complete, client portal access is created, email sent out with an invite to portal.

    Direct contact is made to verify some or all aspects of the project. Portal documents created and uploaded, tasks created for DRN. Site visit may be required. Components identified, Project Outline is drafted and uploaded. Scope edited and/or agreed upon.

    Timeline, financials, and terms of service are agreed upon via portal. Work executed per Timeline and Outline.

    Clients are not required to use the portal or engage with electronic documents.

  • Core and Add-on items and services are one-off, pay-up-front arrangements.

    Payment methods include credit card swipe onsite, online payment (link to be sent), paper check, cash.

    If the total value of the goods and services on one transaction exceeds $1000, 50% down payments are possible.

    Members of ‘DRN Friends & Family’ and ‘DRN Inner Circle’ (listed under 3.3.0. Boutique subscriptions) are eligible for incremental payments.

    Third-party financing coming soon.

    Subscription billing is per 30-day period, determined by the day of first transaction.

    Subscription payments are required at the start of the cycle, including day one of new subscription.

  • Many problem-related issues are covered by specific DRN subscriptions.

    For any issues reported or detected, clients are directed to their client portal to submit a service request or other query. Part of this process is to establish conditions for when a site visit is billable or non-billable - the specifics of which will depend on the equipment and DRN service in question.

    Depending on the nature of the issue, service, or subscription (where applicable), remote support may be possible. In many cases, remote support where covered by subscription is already aware of the ‘problem’.

  • No subscription offered for Home by DRN requires a contract, unless otherwise stated. Clients can cancel anytime.

    All new hardware installed by DRN will be covered by the manufacturer’s standard 1-year warranty (with a few small low-cost exceptions, which DRN would cover anyway). Documentation and processing of the warranty will be handled by DRN. Parts are chosen based on their durability and overall quality, so these manufacturer defects should be infrequent.

    Regardless, as mentioned above in 1.4.3., client is directed to the portal to submit a service request. This form can also be completed on a client’s phone, should they choose to bypass the portal. This form will help the diagnosis and potentially help avoid billable site visits.

    DRN subscriptions are the safest way forward, as many will eliminate the possibility of any billable hours.