SUPPORT
OUR RELATIONSHIP DOESN'T END AT INSTALL
We are confident that you are going to have an amazing time with your new install. We know this because we built it. We also want you to know that we will be here for you if you need anything else. We are different from everybody else in that sense.
AFTER SALE SUPPORT
AFTER SALE SUPPORT
PREVENTATIVE MAINTENANCE
If you understand the importance of routinely maintaining your car - it's pretty much the same with your AV gear. We can show you the best ways to take care of your investments to ensure a long working life.
SERVICE & SUPPORT
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.
PREVENTATIVE MAINTENANCE
Preventative maintenance shall be performed quarterly and will include the following tasks:
Inspect and test all system control functions and panels. Verify that all control functions perform in accordance with system specifications. Confirm that all software operations, associated hardware, and system pre-set and default conditions are properly set.
Test control system and codec software/firmware, working with product suppliers as necessary (e.g. Crestron, Logitech). Update firmware if necessary to the latest version.
Test all AV signal sources and displays. Ensure that all input and output audio and video signals meet system specifications, including but not limited to level, phase, separation, noise, distortion and frequency response, in accordance with manufacturers’ system design performance specifications.
Calibrate and align all systems and equipment, including audio room balance, per recommended manufacturer and system design procedures. This applies to all system components such as servers, microphones, cameras, speakers, video monitors for video and computer signals, projectors, scan converters, amplifiers, switchers, mixers, echo cancellers, computers, etc. as applicable.
Perform video conference calls if required. Co-ordinate with PC support to ensure proper standardised performance and certification of the facility.
Perform general maintenance and cleaning of all system components. Clean all monitor faces, touch screens, camera lenses and projector optics. All audio, video and control cables, patch fields and hardware are inspected, tightened and repaired as necessary.
Provide a detailed checklist and report of all maintenance activities and findings to the designated facilities manager. Maintain a log of regular visits, activities and results.
SERVICE & SUPPORT
ProVision offers three levels of Customer Support. Here is what each level covers.
All service levels exclude equipment repair costs not covered under warranty. NOC = Network Operations Centre.
PLATINUM
Service Level / Same Day
Unlimited phone support: 8.00–17.00, half-hour response from NOC
Unlimited on-site diagnostics & troubleshooting: 08.00–17.00 Monday to Friday (excluding national public holidays)
Maximum engineer response time (98% of calls): four hours
Hardware repair & return (excludes equipment repair costs)
Remote diagnostics (where applicable): 8.00–18.00, half-hour response
ESSENTIAL CARE PLUS
Extended Day
Unlimited phone support: 8.00–17.00, two-hour response from NOC
Unlimited on-site diagnostics & troubleshooting: 08.00–17.00 Monday to Friday (excluding national public holidays)
Maximum engineer response time (98% of calls): eight hours
Hardware repair & return (excludes equipment repair costs)
Remote diagnostics (where applicable): 8.00–18.00, two-hour response
ESSENTIAL CARE
Following Day
Unlimited phone support: 8.00–17.00, four-hour response from NOC
Unlimited on-site diagnostics & troubleshooting: 08.00–17.00 Monday to Friday (excluding national public holidays)
Maximum engineer response time (98% of calls): 24 hours (next business day)
Hardware repair & return (excludes equipment repair costs)
Remote diagnostics (where applicable): 8.00–18.00, four-hour response