Technical Support

Support

Our Connected technical support service and maintenance packages optimize performance of your systems while minimizing downtime with faster troubleshooting and resolution. These services are designed to save your organisation money, improve efficiency, and maximize your investment.

Remote Management System

With a Maintenance Contract, clients gain access to our RMS remote monitoring. With the health and uptime of your AV system a top priority, our remote monitoring solution takes the “pulse” of your system’s heartbeat and reports the status of all AV components back to AV Connections Service Desk.

Should our Service Desk receive an alert that a piece of equipment is down or not responding, AV Connections technicians can immediately remote into your system and troubleshoot. If the component cannot be brought back up over the network, the Service Desk will reach out for further phone support or to schedule an on-site visit to remedy the issue. With AV Connections ‘Connected Support’ operating continuously 24/7/365, our Service Desk will often times be notified of equipment issues before a client is even aware, thereby reducing the time to identify and repair a problem while increasing system up-time and bringing a greater return on your investment.

Priority Engineering Support

Should a problem with your equipment occur that cannot be solved over the phone, we guarantee to supply an engineer on-site within your agreed call out response time.

Service and Repair

Once they arrive on site. our engineers will usually be able to fix simple faults immediately. They carry a range of common spare parts with them.

Should our engineer be unable to repair your equipment on the first visit, he/she will either take the equipment back to base or arrange for it to be collected the next working day. Once back at base, the equipment will be assessed by experienced bench engineers and a report will be supplied within once working day. Equipment that we are unable to repair on site will be sent to the manufacturer for repair. If it is covered by warranty, we will liaise with the manufacturer and the original  supplier, as required.

Technical Support Desk

AV Connections operate a support helpdesk and log and track all engineering requirements, this desk is manned from 08:30am until 18:00pm, Monday to Friday. 

Any calls logged with the helpdesk will be issued with a unique job reference number, which will be used to track the progress of the job.

You can also log a fault or request assistance online here.

Any faults logged with AV Connections will be attended to by one of our dedicated service engineers.

Technical Support services and audio visual support