We'll work hard to make sure that you feel fully supported after you install, both technically and with the best advice, to keep your business running smoothly. So, if you find yourself with a tricky technological issue - we are only a phone call away. We also offer a range of continuous support options you might want to consider for yourselves if you want to extend the life of you AV technology. The three levels of response for Customer Support and Equipment Maintenance are:
- Critical: Highest level of service includes immediate telephone and rapid on-site response times.
- Advanced: Intermediate level of support includes rapid telephone and fast on-site support.
- Standard: Basic level of support includes fast telephone and next-day on-site support.
Critical Service Level
- Unlimited phone support: 8.00 – 18.00 – half-hour response from *NOC
- Unlimited on-site diagnostics & troubleshooting
08.00 - 18.00 Monday to Friday (excluding National public holidays). - Maximum engineer response time 98% of calls: 4 hours
- Hardware Repair & Return (excludes equipment repair costs)
- Remote Diagnostics (where applicable) 8.00 – 18.00 - half-hour response
Advanced Service Level
- Unlimited phone support: 8.00 – 18.00 - two hour response from *NOC
- Unlimited on-site diagnostics & troubleshooting
08.00 - 18.00 Monday to Friday (excluding National public holidays) - Maximum engineer response time 98% of calls: 8 hours
- Hardware Repair & Return (excludes equipment repair costs)
- Remote Diagnostics (where applicable) 8.00 – 18.00 – two hour response
Standard Service Level
- Unlimited phone support 8.00 – 18.00 - four hour response from *NOC
- Unlimited on-site diagnostics & troubleshooting
08.00 - 18.00 Monday to Friday (excluding National public holidays) - Maximum engineer response time 98% of calls: 24 hours
- Hardware Repair & Return (excludes equipment repair costs)
- Remote Diagnostics (where applicable) 8.00 – 18.00 - four hour response
*NOC being Network Operations Centre.
Costs for these services are based on the final amount of equipment installed.
All service levels exclude equipment repair costs out of warranty.
Preventative Maintenance is included in all three options. This is comprised of comprehensive operational and engineering checks of your system every three months – 6 months (dependent on foot traffic) by skilled ProVision technicians familiar with your system.