Designed for uptime, backed by SLAs
Audiovisual environments are operational technology. When a room fails, meetings stall, classes lose momentum, and teams revert to workarounds.
Our Service, Support, and Monitoring offering is built to prevent that drift: defined SLAs, pragmatic support pathways, and scheduled maintenance that protects performance across the full lifecycle.
Standard coverage is provided during business hours, with tailored after-hours, weekend, and holiday support available under custom SLA packages.
Support from AV Projects
Service plans built for real-world uptime
Support should be predictable, not improvised.
We offer service plans that align to how your organisation uses its spaces, from everyday meeting rooms through to high-dependency environments where availability matters.
The result is a clearer model for ownership, escalation, and continuity.
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SLAs that set expectations and drive outcomes
A strong SLA removes ambiguity.
We define response targets, prioritisation, communication pathways, and responsibilities so incidents are handled consistently and transparently.
For organisations that require extended coverage, we can tailor SLAs to include after-hours, weekends, and holiday periods.
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Remote support that resolves issues faster
Where the technology supports it, remote assistance enables quicker triage and resolution without waiting for an on-site visit.
This approach helps reduce downtime, supports consistent user experiences, and allows minor issues to be addressed before they impact schedules.
When on-site support is required, we coordinate attendance based on priority and access.
Warranty call-outs and hardware fault coordination
When failures occur within warranty periods, we provide practical call-out support and help coordinate hardware remediation.
That includes fault verification, structured troubleshooting, and assisting with replacement pathways so issues move from report to resolution with minimal friction.
A straightforward way to protect the investment you have already made.
Scheduled maintenance inspections that prevent repeat issues
Many faults are avoidable with routine attention.
We perform scheduled inspections to validate room performance, confirm configuration integrity, and identify early signs of wear or drift.
These maintenance touchpoints reduce repeat incidents and help keep systems aligned to intended design standards.
Dedicated support portal to manage your requests
Our dedicated support portal gives you a single place to log requests, track progress, and keep a clear record of updates from our team.
It streamlines triage and escalation under your SLA, so issues are prioritised appropriately and resolved with consistent communication from start to finish.
For clients with after hours call-out facilities as part of their service agreement, our incident management platform integrates with our technician’s on-call calendar. No more waiting until Monday for critical requests.
