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the global support you’ve been looking for
Always keep your collaboration technology in peak operating condition no matter where it is located, backed by a comprehensive issue response program to address unplanned incident management.
Global Care provides you with centralized service engagement and incident management reporting through our custom-built Global Care portal. This service was built from the ground up to provide an unequaled level of unified global service management while delivering rapid response local support from audiovisual experts worldwide.
GLobal care
Globally Aligned SLA’s
The ability to offer a single, unified set of service level objectives and response methodologies across all regions addressing the likes of service desk support, priority field dispatch, and preventive maintenance checks.
Centralized Global Coordination
A single point of entry service coordination team to support you, so you can focus on what’s important for your business.
Local Field Resourcing
Field service specialists ready to respond when required, following standardized global processes and reporting structures, yet providing local knowledge, language, and regional site experience.
Customer Portal
Our online portal is available 24/7 to generate and track service requests, giving clients access to detailed service history logs, SLA Compliance reporting, and a powerful trend report generator that can be used to analyze service trends across your global AV estate.
Services include:
  • 24/7 Global Service Desk
  • Centralized Incident Management with SLA tracking and reporting (ServiceNow)
  • Cloud dashboard for customer visibility to all service activity globally
  • In-country parts procurement and RMA processing,
  • Local phone support and field service dispatching
  • SLAs include guaranteed phone response, on-site response and resolution targets
  • Routine Preventive Maintenance Checks and Services (PMCS) to minimize failures
  • On-site repairs or escalation and coordination for repair at the manufacturer’s authorized repair depot
  • Cost-plus on parts and out-of-warranty equipment repairs
  • Firmware and software updates on system components as needed to restore existing system functionality
  • Consultation and recommendations regarding system upgrades
  • Detailed inventories of covered equipment
  • Detailed service history logs
our clients
We have a unique story with each client based not only on their location but also their goals, vision and innovation. We help bring their new working environments to life, boosting productivity and collaboration for their people.