Fast Responsive Support & Aftercare
As your Technology Partner it is our responsibility to ensure that your system stays online and up to date at all times. Our role as an integrator is to bring together numerous different systems and manufacturers into one streamlined control system. There are many reasons why it is important to regularly maintain these systems but primarily so they remain compatible and can benefit from any future improvements which are available from software or firmware updates.
When you make an important investment in your home, we believe it is important that it is maintained to ensure that it remains top tuned, robust and stable. You would not spend the equivalent sum on a car and not take it to the main dealer for regular servicing.
We offer an aftercare package to all our clients upon completion of a project. We can also takeover existing systems and provide aftercare if needed.
London AV Solutions Approach to Aftercare
At London AV Solutions we have a 98% retention rate in aftercare clients renewing their annual plans with us. We have spent many years perfecting the aftercare service which we provide to all our clients and tailor each one dependent on the clients’ system and needs.
To keep our clients and their systems online at all times our aftercare packages consist of a combination of proactive and reactive maintenance visits, supported by remote network monitoring and unlimited telephone support.
We also offer options to upgrade to out-of-hours cover if required with 24/7, 365 plans available.
For us, a successful installation is when a client doesn’t actually use the allocated number of reactive callout visits which form part of their plan. This means that the proactive visits are working and the systems are stable. We then allow any unused visits to be rolled over to the next years plan, thereby reducing the renewal cost.
How we can support you?
Routine, scheduled engineer visits to test and check your system and deploy updates where needed.
To prolong the lifespan and stability of your systems, Proactive maintenance visits are vital. London AV Solutions will suggest the number of visits based upon the size and complexity of your system.
We will complete a template for the system checks which are required for your system, split per room or per system. Our service engineer will work through this template ensuring that all the systems are fully operational. On completion of the checks, any issues and recommendations will be noted and the client will receive a full copy of the report. We will also provide a proposal for any suggested upgrade or remedial works.
Any software or firmware updates which have been launched will also be installed during these visits. These often bring new features. Both Control4 and Crestron Home often update their operating systems via firmware updates.
These visits are typically single 1-day visits with a senior engineer who has the relevant programming experience required to suit your project.
Ad-hoc emergency callout visits to deliver help when it is needed most.
A number of Reactive engineer visits are recommended within each maintenance plan. These cover up to 4hrs of engineering time, on or offsite, to resolve any urgent problems or issues the client may be facing.
Using remote access tools such as Domotz, we will always try to resolve the problem remotely first and try to diagnose the likely cause of the problem.
Any problems which are a result of a warranty issue relating to a project (1 year) will not be deducted from the reactive visit allowance.
Typical callouts cover situations such as 3rd party issues i.e. Apple tvOS and SkyQ changes and problems arising from power cuts/water leaks etc.
A member of our telephone support team is always on to help in the first instance. Our office is fully staffed and open every day. Rest assured there is always someone to provide first line advice when you need it.
There is always someone available to speak to if you need support and advice. Our office is fully staffed during weekdays from 8am to 5pm. Often we can suggest tips and tricks to get you back online without the need for an engineer to attend.
For those who require this service to be extended to include evenings, weekends and bank holidays, we also have an out of hours service.
It is often possible for our support team to get you back online within hours, if the client has opted to include remote access services, such as Domotz and Aten Intelligent Power Bars. We can also pre-empt problems with a system such as Domotz in place, as we will receive notifications when a critical network event takes place.
We can provide Aftercare packages for clients whose systems were installed by others.
Often we are contacted by clients who have a legacy system installed by other dealers who are seeking an alternative AV company for their ongoing maintenance solutions.
In these cases, we would be able to provide you with a high-level estimate as to the costs associated with a typical plan. We would then arrange for a site visit to examine your system and review any documentation or code from the previous contractor.
If you have a list of ongoing issues, we can keep this in mind when we visit and provide you with a proposal for any remedial works we feel would be necessary in order to stabilise the system.
We would be happy to move straight on to providing maintenance cover, if the quality of the installation is of a high standard.Contact us for more info