SUPPORT SERVICES

PEACE OF MIND. LONG-TERM PROTECTION. OUR FLEXIBLE RANGE OF SERVICES ENSURE YOUR AV, VC AND DIGITAL MEDIA INVESTMENTS ARE SAFEGUARDED WITH COMPREHENSIVE SUPPORT.

WRAPAROUND CARE THAT PROLONGS THE VALUE OF YOUR INVESTMENTS

HELPDESK SUPPORT

Around-the-clock support and assistance. From on-the-spot technical assistance to parts replacement and equipment repair, our experienced helpdesk team ensure any incidents are resolved as quickly and efficiently as possible. We keep your equipment running at its best all year round.

Meeting the demanding needs of the world’s most sophisticated AV estates, our helpdesk solutions – including our state-of-the-art Network Operations Centre (NOC) – are designed for organisations who need instant, flexible, frontline support.

With full-time service support personnel operating out of our three service hubs in London, New York and Hong Kong – as well as 90 approved and fully-contracted international partners – we provide genuine 24-hour, follow-the-sun support. For enterprises whose lights are always on, we deliver the protection you need across all time zones.

PREVENTATIVE MAINTENANCE

Designed to keep your AV, VC and digital media facilities operating at peak performance, our Preventative Maintenance programme ensures that business needs continue to be met as originally designed, with minimised equipment downtime and repair costs.

Regular Preventative Maintenance Visits (PMVs) extend the life of your equipment. We help to detect and prevent potential failures before they occur, rectify any known issues, provide feedback on system status and make recommendations for your system’s operation, future usage and reliability.

Whether your equipment was installed by us or someone else, we can design a maintenance schedule for your organisation that maximises your equipment’s performance and helps you plan effectively to protect your investment.

REMOTE MONITORING

Our Network Operations Centre (NOC) features specially designed facilities to provide real-time monitoring, control and reporting of your AV, VC and digital media systems.

As well as proactively monitoring individual equipment and integrated systems for both health and availability, we remotely manage them to ensure optimum operating capability and software maintenance. We can detect, diagnose and resolve any problems before they impact your business.

Both manual and automatic logging of service tickets ensure accurate, timelined problem records, which support the progression, reporting and performance analytics of any issues.

NOC and field service operations are fully integrated to ensure seamless co-ordination of technical support and services, minimising onsite disruption and maximising resource availability.

INCIDENT MANAGEMENT

Most issues can be resolved without escalation but, if required, our expert team of field service engineers can be dispatched to provide onsite, second line support. Working within our service management operational framework, our engineers are controlled and managed from our service desk.

Highly skilled, certified and experienced across a range of AV, VC and digital media technologies and products, our engineers have direct access to our in-house specialist experts. Our engineers can also tap into our vast network of OEM partners and manage any escalation to third party maintenance providers.

Asset management

Providing valuable insight into the lifecycle and location of each or your assets, we maintain and continually update a detailed asset register. We use this data to forecast asset life expectancy and provide recommendations for technology refreshes, as required.

The asset register is validated at each Preventative Maintenance Visit (PMV) or at a period to be defined during the service transition phase.

TRAINING AND USER ADOPTION

For us, handing over a well-engineered solution is not the final step in ensuring that end users gain the maximum benefit from our solution. Promoting user adoption is key to the successful deployment of any new technology solution. Which is why put particular emphasis on ensuring a successful transition into business-as-usual.

Our dedicated transition engineering team focuses solely on project transition and end user training to promote adoption. We can implement a tailored training programme, based around your specific solution and the needs of your individual user groups. We can even add our experience and expertise to internal marketing campaigns and the production of printed and digital collateral, as required.

We also recommend a three-month user adoption review. Our team comes to see the solution in use, working alongside your end users to discuss ways in which they can maximise the benefit of the solution. This could be through tweaks or changes to the solution, or through further training and support. We are always available to support you every step of the way, ensuring you maximise the benefits of everything we do.