Contract Service Highlights: A Comprehensive Approach to AV Maintenance
To keep your AV systems performing at their best, our maintenance contracts are comprised of a suite of components designed to provide seamless, proactive, and responsive support. From technical expertise to preventative measures, each service component is built to minimise downtime, enhance system longevity, and ensure your technology investment continues to deliver value.
Throughout your contract with Cinos, you will be assigned a dedicated Service Manager, serving as the single point of contact for all service-related issues. This Service Manager will oversee the delivery of our ITIL4-aligned processes, including monitoring service levels, conducting performance reviews, and managing incident reports. They will also lead service improvement initiatives, proactively address risks, and manage asset inventory and service dashboards.
To ensure ongoing service excellence, the Service Manager will conduct regular service management meetings, providing a detailed analysis of performance, incident breakdowns, and any ongoing projects. These meetings will be a platform for discussing new technology, service innovations, and training requirements. Cinos’ Customer Success Practice will further enhance this relationship through regular follow-up visits to gather feedback, ensuring that your AV systems continue to deliver optimal performance and support your business goals.
If you are seeking professional guidance for your project and would prefer to speak directly with an expert, please do not hesitate to get in touch. Our team are on hand to discuss your requirements so why not get the ball rolling today.
AV Maintenance
Service Highlights
For more information on the key components of our maintenance offering please follow the links below:
AV Specialist Service Desk
The Cinos Service Desk is your central hub for all support and information requests, available 24/7, every day of the year. Our team ensures that every interaction is logged, managed, and resolved efficiently, providing you with a unique reference number for tracking. We categorise and prioritise incidents to ensure timely resolutions, and escalate critical issues as needed. Throughout the process, we maintain clear and regular communication, keeping you informed of progress. Supported by ITIL4-aligned processes, the Cinos Service Desk delivers consistent, reliable service, ensuring that your issues are handled with the utmost care and expertise.
On-Site and Remote AV Support
The Cinos Technical Support team provides expert assistance both remotely and on-site to minimise disruption to your systems. When an incident is logged, our subject-matter experts immediately begin remote diagnostics to identify and resolve the issue. If a remote solution isn’t possible, we offer further telephone support, gather additional data through remote diagnostics, or dispatch an expert to your location—all included within your service charges.
In cases requiring vendor intervention, we manage the entire process, liaising with third-party manufacturers or service providers to ensure your issue is prioritised and swiftly resolved. Our goal is to deliver prompt, effective solutions that keep your operations running smoothly.
Replacement AV Parts
& Loan Equipment
Cinos provides comprehensive support for equipment replacement and repairs, ensuring minimal disruption to your operations. If faulty equipment is identified as the cause of an incident, we will supply a like-for-like or similar suitable loan asset from our stock to restore service while the original equipment is being repaired or replaced. This service covers both equipment within the manufacturer’s warranty and those under our maintenance agreement.
In cases where equipment cannot be repaired immediately or must be removed from the site, we provide a suitable loan replacement to maintain service levels. All related administration, labour, and logistics are fully managed by Cinos as part of your maintenance contract, ensuring a seamless process with no need for additional effort from your team. Once the faulty equipment is repaired or replaced, it will be promptly returned to the site, and the loan equipment will be retrieved.
Our engineers will conduct thorough testing to confirm that the system is fully functional before leaving your premises. All work is completed to your satisfaction, with an agreed stakeholder signing off on the completed tasks.
AV Preventative Maintenance
Cinos offers a comprehensive preventative maintenance programme designed to keep your AV systems optimised, operational, and fit for purpose. Our preventative maintenance visits are essential for extending the life of your equipment, minimising downtime, and preventing costly repairs. During these visits, our expert engineers conduct thorough component-level assessments to reduce the likelihood of unexpected failures and ensure your systems remain in top condition.
In addition to physical checks, we verify all assets against your maintained configuration management database (CMDB) and update records as needed. Our engineers also apply any pre-agreed software upgrades, ensuring that your systems are running the latest firmware and are protected against security vulnerabilities.
After each visit, you will receive a detailed maintenance report summarising the completed actions, the status of each room, a list of all equipment, and any issues identified, such as damaged, missing, or non-working components. This proactive approach helps maintain the highest performance standards for your AV systems, ensuring they continue to meet your operational needs.
Remote Monitoring for AV Equipment
Cinos offers comprehensive remote monitoring as part of our AV Maintenance contracts, enabling proactive management of your entire AV estate. Through advanced monitoring tools, we keep a close eye on your systems, from displays and digital signage to collaboration equipment and meeting room infrastructure. This real-time oversight allows us to detect and address potential issues before they impact your operations, significantly reducing downtime and easing the burden on your IT team.
Our cloud-based monitoring solutions also allow for seamless remote management. We can configure, update, and deploy devices across your AV network without the need for on-site visits, ensuring your systems are always up-to-date and operating efficiently. This capability enhances operational efficiency, especially for organisations with a large AV estate.
AV Early Life Support (ELS)
After completing a project and rolling out new AV systems, Cinos provides Early Life Support (ELS) to ensure a smooth transition and optimal system performance. During this critical phase, our team closely monitors the newly deployed systems to verify that everything is functioning as intended. We address any issues that arise promptly, minimising disruptions and ensuring that your operations continue seamlessly.
Early Life Support also focuses on user adoption. We provide hands-on assistance to help your team become comfortable with the new technology, offering training and guidance to ensure that users can fully utilise the systems. By addressing both technical and user-related challenges during this period, Cinos ensures a successful rollout and long-term satisfaction with your AV solutions.
AV Customer Success
Cinos is committed to ensuring the long-term success of our customers through our dedicated Customer Success Practice. Upon completing a project, a dedicated Customer Success Manager (CSM) takes over the handover process and continues to engage with you through regular follow-up visits at no extra cost. These visits are designed to gather valuable feedback, assess the quality of the installation, and review ongoing support services.
The insights collected by the Customer Success Manager guide the support we provide, helping to identify areas for improvement, training needs, and new business requirements. This proactive approach allows us to continuously refine our services and align them with your evolving needs. By working closely with you, our CSMs ensure that both your services and our methodologies are optimised for maximum efficiency and effectiveness.
AV Training and User Guides
During your maintenance contract, Cinos provides comprehensive training and user guides to ensure seamless adoption of newly installed AV systems. Our training sessions are designed to equip users with the knowledge and skills needed to effectively operate and maximise the benefits of the new technology. By offering hands-on training and tailored sessions, we help ensure that users are confident and proficient with the systems.
In addition to training, we provide a range of branded user guides, from concise single-page overviews to detailed technical documentation. These guides are crafted to support various user needs, offering clear instructions and essential information to facilitate smooth operation and troubleshooting. With these resources, users can easily reference key functionalities and maintain optimal performance of their AV systems.
Audio Visual Maintenance
Frequently Asked Questions
Investing in an AV maintenance contract ensures that your AV systems remain fully operational with minimal downtime, giving you peace of mind that your technology estate will function seamlessly. This allows your teams to stay productive and focused on their business objectives, without the worry of disruptions or technical issues. With Cinos’ proactive support, you benefit from immediate access to technical expertise, ongoing system optimisation, and long-term value from your technology investments.
Since our inception, Cinos has been trusted to maintain audio visual estates for organisations of all sizes, including those where AV systems are business critical. We combine a proven track record with a personalised and comprehensive approach, guided by ITIL-aligned processes. Each client benefits from a dedicated Service Manager, 24/7 access to technical support, and a focus on first-contact resolution, ensuring prompt and effective solutions. Our global presence, proactive monitoring, customer success practices, and fully in-house team guarantee a consistent, high-quality service tailored to your unique requirements.
Cinos will build a support contract that aligns with your specific business requirements. Our services include dedicated full-time onsite employees, access to our 24x7x365 specialist service desk for remote support, and onsite engineer assistance within four hours, Monday to Friday, when necessary. We work with your local teams to ensure access to high-demand areas, liaise with third-party providers, and test new software or firmware updates before applying them to your systems. This approach ensures minimal disruption and optimal performance across your AV estate.
Absolutely. From the outset, we create a comprehensive Service Definition Document that outlines your maintenance contract in detail. We provide clear SLAs across our range of maintenance services ensuring clear expectations and performance standards are established. This guarantees that your AV systems receive the support they need, with specific targets for response and resolution times tailored to your requirements.
While providing replacement equipment is not guaranteed as standard, Cinos will always explore alternative solutions to minimise disruption during repairs. If spares have been specified as part of your contract, we can supply a suitable loan replacement to ensure your operations continue smoothly while the necessary repairs are carried out.
Yes, warranty management is included and will be detailed in your Service Definition Document. All new equipment supplied by Cinos comes with a minimum 12-month manufacturer warranty. If the manufacturer’s warranty extends beyond this period, Cinos takes full responsibility for managing the warranty throughout the duration of your maintenance contract. All product warranty processes, administration, and pre-registration activities will be completed by Cinos on your behalf.
Yes, as part of your maintenance contract and agreed SLAs, Cinos can provide emergency onsite support for critical situations where immediate action is required. We have extensive experience working with organisations such as emergency services, so we understand the urgency and need for a rapid response. In emergency cases, such as sudden performance degradation or critical failures, our team follows an expedited process to manage changes quickly, while maintaining the same high standards of control and rigour as our standard procedures. These emergency changes are fast-tracked for impact assessment and escalated for rapid approval to minimise downtime and restore system functionality as quickly as possible.
Early Life Support (ELS) is a critical phase following the deployment of new AV systems, designed to ensure a smooth transition. During this period, Cinos engineers are onsite to monitor performance and swiftly resolve any issues that may arise. ELS also focuses on user adoption, with our team providing hands-on training, user guides, and manuals to ensure your staff can effectively use the new technology, minimising frustrations and maximising productivity.
Cinos promotes sustainability by extending the lifespan of your AV equipment through regular maintenance, reducing the need for frequent replacements and minimising electronic waste. We also help optimise energy efficiency by enabling ECO modes and automatic power-down features, supporting your organisation’s environmental goals.
Preventative maintenance is a proactive service designed to keep your AV systems running smoothly, extend their lifespan, and minimise downtime. Cinos offers a thorough preventative maintenance programme, where our expert engineers conduct detailed inspections of your equipment at a component level. We check that all connections are secure, clean equipment to prevent dust and debris build-up, and apply any necessary software and firmware updates. This helps reduce the likelihood of unexpected failures and costly repairs, ensuring your AV systems remain optimised and fully operational.
