Audio-Visual Support & Maintenance Agreements

Flexible Support & Maintenance

Servicing & Support from AV Xpert

Our flexible Support and Maintenance Agreements are tailored to meet the unique needs of your business, combining servicing and support into one bespoke solution. Benefit from regular maintenance visits by our experienced service engineers and enjoy priority access to our technical support team when you need assistance. Our comprehensive support ensures your AV systems are expertly cared for, allowing you to focus on your business with confidence.

On-Site Engineer Callouts and Priority Telephone Support

Exceptional coverage for your business

The support included in our SMAs offers the same exceptional coverage as our On-Site Callout Warranty, which comes standard with all our installed AV systems. With an SMA, you’ll enjoy the following benefits:

• Immediate priority technical support over the phone during business hours (Monday to Friday, 9am to 5.30pm)
• Telephone support covers user error as well as any other unforeseen faults
• A technician will visit your site to diagnose and attempt to repair any faults, if the issue can’t be resolved over the phone
• Target response time for callouts to site of 1 business day for East Anglia, 2 business days for London and 3 business days for the rest of the UK
• Any faulty equipment will be removed and manufacturer warranty claims dealt with
• Out of warranty repairs dealt with subject to approval of repair costs
• Loan equipment provided (subject to availability from our rental stock) whilst damaged equipment is being repaired

Preventative Maintenance Visits

Protection for your AV systems

We will provide one annual preventative maintenance visit where we will clean, lubricate, adjust and test all equipment to the standards and recommendations as set out by the manufacturers of the installed equipment.

We will update software and firmware to the latest versions (if applicable) to ensure the smooth running of systems and giving you access to any new features that may become available on devices.

Examples of preventative maintenance on equipment includes:

• Cleaning of Fans & Filters - Clogged and dirty vents/ cooling systems on displays and projectors can cause equipment to overheat and fail.
• Cleaning of Screens & Optical Components - If optical components are not kept clean this can result in poor light output from projectors and displays.
• Lubrication of Mechanisms - Unlubricated mechanical parts such as projector screens and display brackets can seize, preventing correct operation.
• Maintenance of Cabling & Connections - We check every cable and connection and look out for loose cable grips, screw terminals and poor connections.
• System Diagnostics - Our engineers will check projector lamp hours and other system diagnostics, notifying you if a lamp or component requires replacing.
• System Updates - We will carry out firmware updates to equipment where needed to ensure continued compatibility with the latest laptops and devices.

User Training Refreshers

Annual on-site training for your staff

An annual on-site training session is included with your SMA, along with additional remote sessions via video call. These refreshers ensure your staff members stay up-to-date on the latest features of your AV systems. Empower your team with the knowledge they need to operate the installed system to its full potential.