HEC GUESTROOM CONTROLS SUPPORT Support that fits your property Get help with hotel thermostats and connected guestroom controls, whether you have an HEC service agreement, need help with one issue, or want ongoing coverage. CHOOSE YOUR NEXT STEP How can HEC help? 01 / SERVICE PLAN CLIENTS Client support portal Have an active HEC agreement? Sign in to request help through your protected client portal. Your agreement sets your response target. Client sign in 02 / HELP WITH ONE ISSUE One-time remote diagnostic support $149 Intake review, up to 30 minutes with an HEC specialist, and recommended next steps Tell us about your system. HEC will review the request, confirm whether we can help, and arrange payment before scheduling. Request one-time help 03 / ONGOING COVERAGE Annual service plans Explore Support, Care, and Optimize plans. Properties with existing systems are welcome, including systems HEC did not install. Compare plans ONE-TIME HELP What the remote session covers The $149 remote diagnostic fee covers an intake review and one scheduled, business-hours session of up to 30 minutes with an HEC specialist for one reported issue. We can review symptoms, identify the thermostat and connected HVAC equipment, guide your authorized onsite staff through appropriate checks, and provide recommended next steps. If the issue requires more time, HEC will explain the additional charge and get your approval before continuing. Remote help depends on the equipment, access, and information available. A resolution is not guaranteed. Parts, subscriptions, repairs, system-wide investigation, and onsite visits are quoted separately. Business hours: Monday–Friday, 9:00 a.m.–5:30 p.m. Eastern Time, excluding company-observed holidays. HEC will review your request before accepting payment or scheduling a session. No charge is made by submitting this form. REQUEST SUPPORT Tell us about your system Please include the property, affected rooms, thermostat make and model, HVAC unit make and model, and Site Network ID if known. Photos of the thermostat and HVAC data plate help us identify the equipment. Enter “Unknown” if a model is not available. Property name Room number or affected area Site Network ID (if known) Your name Work email Phone number Thermostat make Select thermostat makeVerdantHoneywell INNCOMTelkonetOtherUnknown Thermostat model Thermostat installation Select if knownWiredWirelessUnknown HVAC unit make HVAC unit model HVAC unit type Select if knownPTACVTACFan coil unit (FCU)VRF/VRV indoor unitSplit systemOtherUnknown Control card or relay configuration (if known) Issue and any displayed error code Steps already tried (optional) Thermostat photo showing its make and model (if available; JPG/PNG, up to 5 MB) HVAC unit data-plate photo showing its make and model (if available; JPG/PNG, up to 5 MB) Do not include passwords, access codes, or guest information. Submitting this request does not start a paid support session. HEC will review your equipment and contact you during business hours about availability, scope, and payment before scheduling. If there is an immediate safety concern, follow your property’s emergency procedure. I am authorized to request support for this property and its equipment. Δ
