Maintenance Overview
As organisations increase their reliance on audio visual and video conferencing technologies, the demands on IT and facilities departments to deliver a fully functional, on-demand service also increases. As the adoption and cultural acceptance of these technologies rises so does the usage profile of the equipment, often with far reaching consequences in the event of a service disruption.
With the reliance and cultural acceptance of new technologies increasing, the need for a trusted partner to support and maintain these systems is paramount. Amongst the many advantages of investing in a single source maintenance contract you will have assurances your estate is fit for purpose, downtime is minimised and the productivity and longevity of your technology is maximized. With a maintenance contract in place you can focus on delivering your organisation’s strategy safe in the knowledge your audio visual and video conferencing technology is supported.
Cinos have over 10 years’ experience in the audio visual and video conferencing arena and so are well placed to support and maintain your technology estates. Our range of maintenance packages have been designed for different levels of audio visual and video conferencing systems; from sites with a limited amount of equipment to fully mature estates with multiple vendors and fragmented or no service levels.
So, if you are looking for a trusted partner to maintain your estate then please get in touch. Our fully- accredited team would be happy to discuss your requirements and assist in finding the right maintenance package for you.
Why Invest in Maintenance Contracts?
Protect your investment with Cinos maintenance services
Today, audio visual and video conferencing systems represent a significant investment not only in monetary terms but in the resource and infrastructure required to manage and operate the network. There is a culture in many organisations that now identifies video collaboration as the preferred method of communication.
We understand that maintaining and supporting a dispersed audio visual and video conference network is crucial to many organisations. The need for a trusted partner in this field is vital to the continued adoption of smarter working patterns.
With our experience working in the systems integration arena we recognise that a single source maintenance contract is required but often difficult to achieve. There are a variety of reasons for this but typically we see:
Multi-tiered support agreements
By offering a multi-tiered approach we can help you identify the best way to leverage your investment and provide the expected service levels for business-critical equipment.
We will work with you to clearly show the business strategy and how to apportion the costs across the appropriate business sectors to avoid any potential conflicts of interest. Adopting a single source maintenance contract with Cinos provides further benefits including:
Working with Cinos your estate will be fit for purpose, delivering assurances to all stakeholders and allowing for a greater business adoption. With more employees using the system you will see a greater return on investment and with a maintenance partner in place, real-time costs are avoided at a greater rate than anticipated.
To ensure your organisation selects a maintenance package that fits your requirements please contact your regional office or account management team.
Maintenance Features
Maintenance Terms and Descriptions
Please find below a list of terms and explanations used across our maintenance pages. These features differ depending on the level of maintenance you require. If you need further clarification please contact our team or view our terms and conditions.
Vendor Management
Cinos will liaise with equipment vendors to ascertain product’s life, warranty, etc.
Dedicated 24×7 Service Desk
Our service desk is open every hour of every day, ready to take your call and offer first line assistance.
Preventative Maintenance
Fully trained Cinos engineers will attend site, perform a health check on all systems and check that the asset database is correct
Firmware Revisions and Upgrades
Normally done during preventative maintenance, our engineers will ensure all assets have the latest firmware and software updates; enabling your solutions to continue to function at peak efficiency.
Training Days
Designed to enable smoother running of meetings, our engineers will train your employees on best practices and how to get the most out of your systems.
Management
Full management of your estate including an asset database, serial numbers and product types. We will ensure the database is up to date including any equipment additions, changes or relocations.
Service Reviews
A face to face review of your account from a service perspective. We will present a service report detailing number of site visits, any reoccurring issues and any changes to the installed audio visual estate. The reports will show trends and draw attention to any items with repeat faults or where further training may be required.
Parts Included
If a supported piece of equipment fails and cannot be repaired, we will replace with a like-for-like product where possible.
Loan Equipment
In the event of supported equipment failing we will, where possible, loan a like-for-like piece of equipment whilst the original is sent for repair. This will then be removed and the original item reinstalled upon return.
Warranty Management
The management of the failed, supported equipment with the manufacturer or warranty company. Out of warranty repair costs will be your responsibility unless your purchased supported agreement contains ‘Parts Included’.
Response Time
The time taken from raising a ticket with our helpdesk to an engineer attending site to diagnose the issue.
2nd Line Response Time
The time taken from raising a ticket with our helpdesk to receiving a call from a member of our engineering team to start diagnosing the issue.
Onsite Support
The availability of our onsite engineering team dependent upon the level of support purchased.
Labour Included
The cost of labour included (dependent upon level of support) for all offsite and onsite engineering time.