Video conferencing & AV maintenance agreement (Silver)

Who is it for?

This level of support is suitable for companies with a relatively new audio visual estate or where the estate has grown in a reactive manner to accommodate individual business requirements.

What is involved in a silver maintenance agreement?

An initial discovery phase will be performed where fully trained and accredited engineers will carry out a detailed site survey, identifying installed equipment and confirming warranty status with manufacturers.
A detailed health check will also be performed to establish if the equipment is fit for purpose, within manufacturer support parameters and to confirm operational readiness.

Service Levels

Fault reporting can be submitted either by contacting the 24-hour service desk or via a dedicated customer service portal.
Following the receipt of a fault call, a Cinos engineer will make contact within 1 hour* with an onsite response (if required) within 8 working hours.*
Two preventative maintenance site visits will be conducted within a 12-month period, with the initial preventative maintenance visit being conducted at the start of the maintenance term.
Silver support covers all onsite labour, travel and warranty returns management.

Reporting

Every service job and call throughout the contract term will receive a full engineer report within two working days of either site attendance or helpdesk call.
Quarterly reports will be produced to enable informed decisions when considering equipment refresh projects.

*Cinos working hours are 8.30am to 5pm, Monday to Friday excl. holidays