Providing national technology infrastructure solutions since 2001.

Managed Services & Support

World Class Support Services from Excel Communications

At Excel Communications, we focus on creating long-term partnerships with our customers beyond the project at hand, and we create services precisely aligned to their business objectives. It all starts with an AV strategy that incorporates the entire audiovisual system lifecycle, from design to deployment to support and back to refresh as new technologies emerge.

If you’re looking for a partner who can help you break away from the linear AV model, and bring your AV program to the next level, reach out and talk to us.

Traditional Audio Visual Support Services

New Installation Warranty Management

Once completed, all of Excel Communications' new installations are turned over and are managed by our Service and Support team. Our Support team will manage any training, support, or warranty issues that may arise. Whenever possible, we will provide “loaner” equipment to help keep your systems working while your permanent hardware is being repaired or replaced.

Break-Fix Service Team

Our service team can respond quickly to break-fix incidents (hardware failure). We are able to meet agreed SLAs on AV equipment such as videoconferencing equipment, displays, cameras, microphones, speakers, and more.

We even offer an online support portal where you can open a ticket and track its progress through the resolution process. 

Training

Our AV support team is on hand to help everyone get the most from your investment in AV technology. Of course, our sales engineers and installation team will always make sure you are shown how to operate and support the systems you buy – in addition, we can also offer enhanced, as-needed training to meet your individual needs.

Preventative Hardware Maintenance

An on-site service and inspection performed by trained Technicians helps ensure your AV equipment is operating correctly, with any available software updates installed.

Managed Audio Visual Support Services

When organizations need AV support, we provide ongoing, dedicated on-site and remote resources.

We often provide this service to fill gaps for larger organizations – for example, in locations without AV support, such as regional offices or small campuses – or to fill contract gaps, such as when an existing IT support contract does not cover meeting room technology.

Having a specialist on hand to launch audiovisual meetings quickly saves time and makes the best use of your technology investment, as well as sparing the awkwardness suffered in front of colleagues, customers, and suppliers when something goes wrong. In addition, providing everyone with the required day-to-day training increases their confidence in the technology.

Experiened Support Technicians

Our specialist support technicians aim to remotely troubleshoot and fix problems wherever possible. This means most issues are resolved swiftly without the need for a technician to attend on-site. In the event an issue cannot be resolved remotely, a technician will be deployed per your SLA.

Extended Warranties

We understand that there are varying time periods of equipment warranty coverage, depending on the manufacturer. We can design a comprehensive solution that provides an extended warranty on all AV hardware regardless of manufacturer. Equipment Extended Warranties are often coupled with Labor Extended Warranties so you are never faced with a labor charge, even when your equipment is still under warranty. We manage all aspects of system repair and component replacement.

System Monitoring

Excel Communications uses customized hardware to monitor hardware and systems at our customers' locations. Issues are often identified before a user discovers them.

Proactive Service

Issues identified by our monitoring systems are addressed and at times resolved remotely by our help desk technicians. Issues requiring on site repair are scheduled and completed to your SLA. Many times, issues are resolved and your AV systems repaired before you even knew there was an issue!

Tired of the hassle and expenses of ownership?

Take advantage of Excel Communications’ industry technology to constantly monitor and maintain the performance of your technology solutions. 

Managed Services Highlights

Software and Firmware Updates

Typically provided during preventative maintenance, our engineers will ensure all assets have the latest firmware and software updates; enabling your solutions to continue to function properly.

Legacy System On-Boarding

For systems not designed and installed by Excel AV, we offer a one-time service to document the room with photos, gather system drawings, test the system, and prepare our team to support the room.

Manufacturer License & Support Plans

Some manufacturers require supplemental support subscriptions for hardware and/or software. Let us manage renewal and maintain an active status for you.

Spare Hardware

Additional investment in spare hardware to improve the speed at which failed hardware is replaced. Hardware may remain in factory condition or be pre-configured as a hot swap.

QR Code Support Signage

A high-quality physical placard with a QR code may be purchased and installed to enable users’ immediate access to our support desk.

Service Review

Review your account with a service representative. We will present a service report detailing the number of support calls, site visits, any reoccurring issues, and any changes to the installed AV systems.

The reports will show trends and draw attention to any items with repeat faults or where further training may be required.

Excel Communications can help take your technology to the next level.

Discover how we can be an extension of your team. Complete the form below to get in touch today!