Support

Sophisticated sound, lighting, audio-visual and control systems require regular service and maintenance to ensure optimum performance and deliver maximum returns. We recognise the investment our clients make in installing technology and have developed a number of systems to help maintain operations.

We offer maintenance and diagnostic support that is individually tailored to our clients’ specific operating conditions and budget.

We respond flexibly to meet the needs and demands of your business whether you want assistance on a pre-planned or ad-hoc basis. The group capably provide anything from expenditure plans that identify key service areas, advice on scheduled rates, preventative visits and recommended response times through to design consultancy, setup and custom operational regimes for use by your staff.

Our customer-focused team, call logging helpline, mobile service staff and management system are available 24 hours a day. We assist with technical problems as they arise, and provide a fast and efficient call out and repair process.

Deployed to clients as soon as practically possible, our knowledgeable group of fully qualified and CRB checked engineers are always contactable via our smartphone call management system. They offer expertise in the service sector and utilise our dedicated support software to access fault reports, tasks and data logs for a specific site or piece of equipment, and provide test results and certification.

We have four service packages that ensure your equipment is always in optimum running order and compliant with legislation. Specifically, our service agreements provide priority access to telephone assistance, remote support and specialist engineer call out, around the clock. Alternatively, our reactive support offers impromptu service at a standard schedule of rates.

 
Service Reactive
(Support as required, standard call out and labour rates apply.)
Reactive+
(Prioritised responses and access to 24-hour helpline.)
Planned
(Preventative maintenance visits and benefits of Reactive+.)
Planned+
(Fully inclusive service )
Reactive call outs on an as required basis
Prioritised response times and call outs  
Support from our 24 hour repair centre  
Courtesy visit from technical representatives  
Ongoing support and service    
Preventative maintenance visits    
Emergency reactive call outs      

OUR PACKAGES

For your peace of mind, our support continues during the warranty period and beyond. We offer tailored support programmes to ensure you can always rely on us to provide resource, expertise and service backup. Support can also include our remote system interrogation service: a state-of-the-art approach to customer operational help and advice.

The diverse range of proactive maintenance services we provide is considerable. Our clients vary from ‘small’ local customers to global brands requiring immediate support Europe-wide.

Specifically, our service agreements provide priority access to telephone assistance, remote support and specialist engineer call out around the clock. Alternatively, our reactive support offers impromptu service at a standard schedule of rates.

Simply choose the package that aligns most effectively with your requirements.

YOUR CHOICE

REACTIVE:

Our basic, entry-level service and maintenance package sees you pay for support on an ‘as and when’ basis. Reactive call outs will be delivered as soon as practically possible, and we will inform you as to the expected date/time our service engineers are available to visit your site. Of course, clients with a maintenance agreement in place (one of our more extensive packages) will ultimately take priority over reactive calls, so for urgent attention to system faults and to avoid a period of waiting please consider the value that Reactive+, Planned and Planned+ offer. Standard call out charges and on-site labour rates apply at all times for clients opting for our Reactive package.

REACTIVE+:

A one-off annual fee ensures a contractual agreement for you, requiring prioritised responses and reactive call outs on an ‘as and when’ basis. Our service support infrastructure and repair centre will provide a 24-hour helpline, often alleviating system issues and assisting your technical staff to troubleshoot and resolve faults remotely without having to attend site. Our standard call out charge and onsite labour rates will apply at all times for clients opting for our Reactive+ package.

PLANNED:

Our budget agreement is perfect if you are looking for ongoing support and proactive maintenance on top of; reactive call outs on an as required basis, prioritised response times and call outs, support from our 24-hour repair centre and a courtesy visit from our technical representatives. This package includes a pre-determined number of proactive maintenance visits. Loan equipment will be provided where possible and additional reactive call outs are an option, allowing us to tailor this package to your exact needs.

PLANNED+:

This fully inclusive agreement offers all the benefits of planned service, support and ongoing proactive maintenance. Every emergency reactive call out is included in this package, meaning no additional cost to you for call out charges and onsite labour. Planned+ clients enjoy top priority response times and call outs, personal support from our 24-hour repair centre whenever you may need it, a courtesy visit from our highly qualified and proficient technical staff to ensure all systems are in optimum working order, ongoing support and maintenance for the entire duration of the agreement plus proactive maintenance visits to identify potential issues, resolve them quickly and to further future-proof your on-site technology.