MVcare FAQ

We've refined MVcare to better reflect how our clients use their systems and to provide clearer structure around service visits, response times, and after-hours support. These enhancements improve transparency while adding meaningful value to several plan tiers.

The updated plan structure will take effect at your next renewal or on June 1st, whichever comes first.

Yes. As part of these enhancements, monthly plan rates will be adjusted at your next renewal or on June 1st, whichever comes first.

MVcare pricing has remained unchanged since the program began. As the cost of providing high-quality service, technology tools, and skilled technicians continues to rise, this adjustment allows us to maintain the level of responsiveness, proactive monitoring, and in-person support our clients expect.

We're proud to maintain a fully staffed, locally based team on Martha's Vineyard — allowing us to respond quickly and provide consistent, hands-on service for your home.

For eligible plan tiers, after-hours labor rate increases are waived. Standard labor rates apply, but premium after-hours surcharges are removed for those plans.

Each plan tier includes a set number of waived on-site service calls per year. These visits may be used for service needs or applied toward seasonal system check-ins.

Additional time beyond the initial included service visit may be billed at the applicable hourly rate. Materials and replacement parts are billed separately.

Our dedicated Service Manager oversees all incoming service requests, ensuring clear communication, efficient scheduling, and seamless coordination with our field technicians whenever on-site support is required.

They also review system alerts daily and work closely with our technicians to resolve issues remotely whenever possible. For MVcare customers, alerts are actively monitored and escalated to our field team when necessary to ensure any issue is addressed and resolved as quickly as possible. When an on-site visit is needed, the Service Manager coordinates directly with the homeowner or authorized caretaker to ensure a smooth, well-managed service experience.

You can review the complete MVcare plan comparison at: getmvis.com/mv-care

You can reply directly to your email notice or call our office at 508-684-8639 . We're happy to review your plan and answer any questions.