Your AV System: Always Running. Always Supported
At Vision-Tech AV, we don't just install state-of-the-art AV solutions; we are your strategic partner in ensuring the longevity and optimal performance of your systems. Our comprehensive support and enhanced warranty packages are designed to give you peace of mind. We ensure your AV infrastructure remains robust and up to date.
Whether you need basic warranty coverage or comprehensive, all-inclusive support, Vision-Tech AV has a solution tailored for your specific requirements.
Need Support? Here's Our 4-Step Process.
Getting help is fast and straightforward. Our established and proven support centre consistently outperforms SLA resolution times.
1. Report a Fault
Response time starts immediately when a fault is reported to the Vision-Tech AV Service Desk.
Critical Faults: Contact us via Phone for immediate routing to our expert team.
Non-Critical Faults: Log your issue via Email or our Dedicated Portal.
2. Level 1 Resolution: Immediate Response
You will receive a response in less than one hour. Our Level 1 Service Desk aims to diagnose and resolve the issue remotely via phone, email, or the portal. We target a resolution time of 8 hours for Level 1 issues.
3. Level 2 & 3 Escalation: Expert Intervention
If remote resolution is not possible, the issue is escalated.
Level 2: Advanced technical support and remote support for further investigation (8-hour response time).
Level 3: A Field Service Engineer is dispatched to your site within the agreed SLA (options include Next Day or 3 Days).
4. Level 4: Manufacturer Intervention
For complex issues that require vendor assistance, we manage the entire process, coordinating with the manufacturer to achieve a final solution under warranty terms.
Vision-Tech AV Support & Warranty Options
We offer a range of comprehensive support packages, from basic post-installation warranties to enhanced and pay-as-you-go options.
Seamless Repairs and Logistics Management
Under our Silver and Gold contracts, we manage all system repairs, including third-party repairs, parts, and labour for hardware failures. We handle the entire process to keep your operations running smoothly.
Our Repair Service Includes:
Complete RMA Management: Logging, tracking, and coordinating the return of equipment to the manufacturer for repair.
On-Site Decommissioning: Safely removing defective equipment and reconfiguring systems short-term when needed.
Recommissioning: Reinstalling and reconfiguring systems once the repaired or replacement equipment has been returned.
Beyond Economic Repair (BER): If repair costs are excessive, we provide a quote for a suitable replacement instead.
Ready for Unmatched AV System Support?
Your AV system is an investment—we're here to protect it. Whether you're looking for flexible pay-as-you-go service or our all-inclusive gold standard, we have a package designed to exceed your expectations.
Don't let technical issues impact your operations. Contact us today to discuss your support requirements or to receive a proposal tailored to your needs.