Support Services and Lifecycle Management

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 unequalled level of unified global service management, while delivering rapid response local support from audio visual 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.

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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.

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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.

WE HELP YOUR BUSINESS LOOK great

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 & RMA processing,
Local phone support and field service dispatching
SLA’s include guaranteed phone response, on-site response and resolution targets
Routine Preventive Maintenance Checks & Services (PMCS) to minimize failures
On-site repairs, or escalation & coordination for repair at the manufacturer’s authorized repair depot
Cost-plus on parts and out-of-warranty equipment repairs
Firmware and software up-dates on system components as needed to restore existing system functionality
Consultation and recommendations regarding system up-grades
Detailed inventories of covered equipment
Detailed service history logs

our clients

We have a unique story with each client. This is not based on just the location but their goals, their vision and their innovation. We help bring their new working environments to life boosting productivity and collaboration for their people.