Service guide & FAQs
Your RoccaGuard questions, answered.
What your monitoring membership includes, how we help, and how we work with your preferred service vendor.
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What happens if my sensors or Wi-Fi stop reporting?
Your membership includes remote troubleshooting with you or your approved home manager, and in-person RoccaGuard visits when needed to troubleshoot or reconnect monitoring sensors. New or replacement sensor hardware costs extra, apart from qualifying manufacturer warranty replacements and the temporary sensor assistance described below. Cooling-system maintenance, repairs and parts are separate vendor services. Visits depend on availability and your property-access permissions.
Do you track and replace sensor batteries?
RoccaGuard tracks the battery percentage reported by connected sensors when available. Sensor-battery replacement is included in your membership. If you do not have an annual vendor maintenance visit, RoccaGuard will arrange a dedicated sensor-battery replacement visit at no extra charge, subject to access and availability. We strongly recommend annual cooling-system maintenance with your preferred vendor; that maintenance is a separate vendor service. Battery percentages do not establish an exact remaining runtime.
What if a sensor needs a warranty replacement?
If your sensor qualifies for a manufacturer's warranty replacement, RoccaGuard will handle the claim on your behalf and provide a temporary sensor at no extra charge while the replacement is pending. The manufacturer's eligibility rules and replacement terms apply. This assistance helps keep monitoring active; it does not guarantee uninterrupted readings or a particular replacement date. New or out-of-warranty replacement sensor hardware is an additional charge.
Can I join with sensors I already own?
An in-person service technician must install or check and connect your monitoring sensors before monitoring begins. If you already have compatible sensors, contact RoccaGuard to review the setup and arrange that check. You own your purchased sensors. Initial equipment and installation are separate from membership. The Benefits section lists the membership features; ongoing monitoring does not include vendor repair labor or parts.
Who repairs my cooling system, including on weekends?
Wine-cellar maintenance, repairs and replacements are handled by your preferred service vendor. RoccaGuard monitors and coordinates: we share cooling-performance history and observed changes to help your vendor understand the concern and prepare. We can also recommend a vendor that accepts weekend calls, subject to availability. Vendor visits, labor, repairs and parts are charged separately. Your vendor sets repair rates and obtains cost approval from you or your authorized contact; RoccaGuard does not approve repair spending on your behalf. After-hours visits are outside normal business hours and have no guaranteed response or arrival time.
What if you cannot reach me or my contacts while I am away?
RoccaGuard can contact your approved vendor, share findings and coordinate property access under your standing permissions. We need usable authorized access instructions saved privately in your account, or someone who can let the vendor in. Without authorized access, an on-site visit cannot proceed. Vendor repair quotes and spending approval remain separate and are handled with you or your authorized contact. Pre-authorizing an alternative vendor allows coordination; it does not by itself authorize entry, repairs or charges. Do not share access codes in the website chat.
Where do you coordinate local service visits?
Local vendor coordination focuses on the greater Phoenix area, especially Scottsdale, Paradise Valley, Phoenix and Fountain Hills. Contact RoccaGuard to confirm arrangements for your property. Vendor travel, weekend visits and other availability must be confirmed for your location and date. This local service focus does not define the coverage of remote monitoring; in-person sensor setup still needs to be arranged before monitoring begins.
Can a vendor usually restore cooling during one visit?
A vendor may restore cooling during a visit for a common-part failure, such as a start capacitor or condenser fan motor, depending on the diagnosis and availability of the correct part. Major failures, such as a failed compressor, often require ordering parts through a supplier. RoccaGuard shares the available performance history to help the vendor prepare, but cannot promise a particular diagnosis, first-visit repair or parts delivery time.
What if I change my thermostat setting or replace the cooling system?
A heads-up about an intentional thermostat change is helpful, but not required. RoccaGuard uses sensor readings, your cellar's performance history and cooling-performance analysis to help assess changes. It does not control your thermostat, automatically change your alert limits or guarantee identification of every fault. If the cooling system is replaced, we will review the installation changes and do our best to reuse existing sensors and avoid a separate installation charge. New hardware or more involved changes may require a separate quote.
Can I join if my cellar already has a cooling problem?
We recommend having your cooling-system vendor address the existing problem first, then arranging RoccaGuard sensor setup and monitoring. This is a recommendation rather than a blanket restriction on joining. Monitoring can help identify developing concerns and give you and your vendor more time to respond, potentially before the cellar gets warm; it is not a repair service or a guarantee against warming or wine damage. Vendor repairs remain separate from membership.
For an urgent cellar concern, contact RoccaGuard directly. The website chat cannot request or dispatch service.
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