Strategic AV Lifecycle & SLA Support
We serve as your strategic technical partner, committed to the long-term operational integrity and reliability of your AV estate. Our proactive support frameworks are engineered to ensure optimal functionality, absolute minimal downtime, and the sustained value of your technical investment.
- Our Process
Need Support? Here's Our 4-Step Process.
We follow a clear and structured process to deliver the right audio-visual support solution for your space. From understanding your requirements to final resolution, we make the entire journey smooth, transparent, and hassle-free.
Incident Triage & Reporting
Technical incidents are logged via our dedicated portal, email, or high-priority phone desk. Every ticket is immediately triaged to ensure critical issues are fast-tracked for urgent resolution.
01
Remote Resolution & L1 Support
Our senior service desk engineers provide an immediate response, utilising remote diagnostic tools to resolve technical friction without the need for a site visit.
02
Precision Field Engineering
Where remote resolution is not possible, the incident is escalated to Advanced Technical Support or a Field Service Engineer is dispatched to your site within your specific SLA window.
03
Manufacturer Liaison & Closure
For hardware-level complexities, we manage the entire manufacturer intervention process, coordinating RMAs and temporary loan equipment to ensure your facility remains operational.
04
Key Metrics (for Silver/Gold Packages)
- Service Desk Response Time: < 1 Hour.
- Target Resolution Time (Level 1): 8 Hours.
- Proven Track Record: Currently supporting over 2000 devices.
- Our Packages
Support & Warranty Packages
| Package | Recommended Deployment | Key Highlights |
|---|---|---|
| Integrity Assurance | Basic post-installation peace of mind | Protection against manufacturing and integration defects for 12 months post-handover. |
| Enhanced Warranty | Short-term extension after install | Priority service and enhanced support. Available for 1 month. |
| Proactive PAYG Support | Flexible, on-demand support | Scheduled health checks, remote diagnostics, and priority call-outs. |
| Elite Managed Service | Complete peace of mind | Guaranteed on-site response, unlimited remote support, full lifecycle management. |
- Our Achievement
Feature Comparison Table
- Duration (1, 3, or 5 years for Silver/Gold)
- Included Standard Warranty Coverage
- Post-installation Troubleshooting/Remote Support (Phone, Email, Teams)
- Access to AV Help Centre & Knowledge Base (Self-Help)
- Included Health Check Site-Visit (1)
- Additional Site Visits at Discounted Rate (Silver only)
- On-site Response Time (1 working day for Gold)
Dedicated Support Centre & Services
Dedicated Support Centre: A state-of-the-art centre for Silver and Gold customers.
- Custom Portal: Log issues, track status, and access resources.
- Phone Support: Direct access to knowledgeable professionals.
- Remote Support: Efficient resolution for minimal downtime.
Repairs & Logistics Management: Under Silver/Gold contracts, we manage all system and third-party repairs.
- You handle the entire RMA process.
- You manage decommissioning, manufacturer communication, re-installation, and tracking.
- If a repair is "Beyond Economic Repair" (BER), you provide a quote for a suitable replacement.
Get in Touch with Us
Ready to elevate your facility with professional audio-visual technology? Our consultants are available to discuss your requirements.
Call us at any time
Drop Us an Email
Location
SA18 1NE Ammanford, United Kingdom
Opening Hours
Mon - Fri: 09:00 - 17:30