Audio Visual Service & Support
World Class Support Services from Excel Communications
At Excel Communications, our full-service, AV integration approach allows us to take a project from concept to completion, and then to support you in your implementation on a long-term basis.
We offer customized service plans depending on your individual needs as well as some of the most comprehensive warranties in the industry.
Anything from traditional service to our award-winning “proactive” managed services offerings, Excel has you covered.
Traditional Audio Visual Service & Support
Our traditional AV services provide you with support and customized options. Businesses can work directly with our service and support team to design and implement a customized AV solution that meets their specific needs. Additionally, traditional service and support means that we can quickly resolve any issues with your AV equipment.
Once completed, all of Excel's 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.
Our service team can respond quickly to break-fix incidents (hardware failure). We are able to meet agreed SLAs on AV components such as videoconferencing equipment, displays, cameras, microphones, speakers, and more.
We offer an online support portal where you can open a ticket and track its progress through the resolution process.
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 sessions to meet your individual needs.
An on-site service and inspection performed by trained Technicians helps ensure your AV equipment is operating as designed. Manufacturers recommended maintenance is performed and required software updates are installed. A report outlining equipment status is provided.
Managed Audio Visual Service & Support
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.
Our support team of AV technicians and engineers provide live tech support to our customers. Whether you need end user support, or tier 2 specialized AV support to enhance your own help desk, we have you covered. Our support team aims to remotely troubleshoot and fix problems wherever possible. This means most issues are resolved without the need to dispatch a service technician to site.
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.
We use specialized equipment to monitor hardware at our customers' locations. Remote monitoring helps ensure that your equipment is always operational and ready to use. Issues are addressed and often resolved remotely by our help desk technicians. Proactive service is when our monitoring identifies a hardware failure, and your AV systems repaired before you ever knew there was an failure. Issues requiring on site repair are scheduled and completed to your SLA.
Our support technicians are available to support virtual, live, or hybrid meetings and events either remotely, or on-site. Depending on your requirements, we can test the equipment in advance, ensure the technology is working properly, start the meeting, and provide live support. Focus on your meeting and let us manage the technology.
Dive into the world of Managed Audio Visual Service & Support
You deserve a long-term partner who will help maximize your AV investment.
Managed Service & Support 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
We will present a service report detailing the number of support calls, site visits, and any changes to the installed AV systems. The reports will show trends and draw attention to any areas of concern.
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!
