AV support and maintenance, with the estate actually looked after.
Remote helpdesk, proactive monitoring, measured health checks and on-site attendance to an agreed response time. We support systems we installed and systems we did not.
Remote support wherever the system is. On-site attendance across the UK.
Without a contract, the first you hear of it is the complaint.
Most AV estates are supported reactively, which means nothing is known to be wrong until somebody walks into a room and finds it is. Four things follow from that, and they are the reason support contracts exist.
Faults sit undiscovered
A display that dropped off the network on Friday afternoon stays dropped off until Monday morning, when it is found by whoever needed the room most.
Every fix starts from nothing
No documentation, no configuration backup, no history. The engineer spends the first hour working out what is in the rack before they can start on the fault.
Warranties expire quietly
Nobody is tracking them, so the first time anyone checks is after something has failed, which is the one moment it is too late to matter.
Ad hoc attendance is expensive
Callouts are charged at a day rate plus travel and parts, and the cost of two or three of them in a year will usually exceed the cost of covering the estate properly.
What one bad week costs.
Without cover
- 1A display dies in the boardroom at 4pm on Friday
- 2Nobody reports it because nobody books that room on a Friday
- 3Monday 9am: the executive team walks in for a board meeting
- 4An engineer is found, booked, and drives across the country
- 5The room is back by Wednesday — three working days lost
With cover
- 1The display drops off the network at 4pm on Friday
- 2Monitoring flags it automatically before anyone leaves
- 3An engineer picks it up first thing Monday and fixes it remotely
- 4The room is working before the 9am meeting starts
- 5Nobody outside the facilities team ever knew it was down
Two or three unplanned callouts in a year will usually cost more than covering the estate properly, and that is before you count the downtime.
See what cover would costThree levels of cover.
Most estates start on Proactive.
Complete
Fully managed
We own the outcome. Monitoring, guaranteed attendance, parts, and the lifecycle planning that stops the estate ageing out all at once.
Proactive
Monitored cover
We watch the estate and usually know before you do. Most faults are resolved remotely without a visit.
Essential
Reactive cover
Something breaks, you tell us, we fix it. Priority over ad hoc work, at a known rate.
| Feature | Essential Reactive cover | Proactive Monitored cover | Complete Fully managed |
|---|---|---|---|
| Getting help | |||
| Remote helpdesk | Business hours | Business hours | Extended hours |
| How to raise a ticket | Email and phone | Email, phone and portal | |
| Ticket tracking and history | Not included | Included | Included |
| Named escalation contact | Not included | Included | Included |
| Remote diagnosis and fixes | Included | Included | Included |
| Commercial terms | |||
| Priority over ad hoc work | Included | Included | Included |
| Agreed hourly and day rates | Included | Included | Included |
| Labour on covered faults | Charged | Charged | Included |
| Knowing the estate | |||
| Onboarding survey and documentation | Chargeable | Included | Included |
| Configuration backups held | Not included | Included | Included |
| Asset register maintained | Not included | Included | Included |
| Firmware and licence tracking | Not included | Included | Included |
| Warranty expiry tracking | Not included | Included | Included |
| Staying ahead of faults | |||
| Proactive monitoring | Not included | Included | Included |
| Measured annual health check | Not included | One per year | Two per year |
| Meeting assurance checks | Optional add-on | Optional add-on | Agreed number per year |
| On site, reporting and planning | |||
| On-site attendance SLA | Best endeavours | Next business day | Agreed response time |
| Named engineer | Not included | Included | Included |
| Service reporting | Not included | Quarterly | Quarterly, with review |
| Lifecycle and replacement planning | Not included | Not included | Included |
| User training refreshers | Not included | Not included | Included |
| When you leave | |||
| Configuration and code handed back on exit | Included | Included | Included |
| Getting help | |
|---|---|
| Remote helpdesk | Business hours |
| How to raise a ticket | |
| Ticket tracking and history | Not included |
| Named escalation contact | Not included |
| Remote diagnosis and fixes | Included |
| Commercial terms | |
| Priority over ad hoc work | Included |
| Agreed hourly and day rates | Included |
| Labour on covered faults | Charged |
| Knowing the estate | |
| Onboarding survey and documentation | Chargeable |
| Configuration backups held | Not included |
| Asset register maintained | Not included |
| Firmware and licence tracking | Not included |
| Warranty expiry tracking | Not included |
| Staying ahead of faults | |
| Proactive monitoring | Not included |
| Measured annual health check | Not included |
| Meeting assurance checks | Optional add-on |
| On site, reporting and planning | |
| On-site attendance SLA | Best endeavours |
| Named engineer | Not included |
| Service reporting | Not included |
| Lifecycle and replacement planning | Not included |
| User training refreshers | Not included |
| When you leave | |
| Configuration and code handed back on exit | Included |
| Getting help | |
|---|---|
| Remote helpdesk | Business hours |
| How to raise a ticket | Email and phone |
| Ticket tracking and history | Included |
| Named escalation contact | Included |
| Remote diagnosis and fixes | Included |
| Commercial terms | |
| Priority over ad hoc work | Included |
| Agreed hourly and day rates | Included |
| Labour on covered faults | Charged |
| Knowing the estate | |
| Onboarding survey and documentation | Included |
| Configuration backups held | Included |
| Asset register maintained | Included |
| Firmware and licence tracking | Included |
| Warranty expiry tracking | Included |
| Staying ahead of faults | |
| Proactive monitoring | Included |
| Measured annual health check | One per year |
| Meeting assurance checks | Optional add-on |
| On site, reporting and planning | |
| On-site attendance SLA | Next business day |
| Named engineer | Included |
| Service reporting | Quarterly |
| Lifecycle and replacement planning | Not included |
| User training refreshers | Not included |
| When you leave | |
| Configuration and code handed back on exit | Included |
| Getting help | |
|---|---|
| Remote helpdesk | Extended hours |
| How to raise a ticket | Email, phone and portal |
| Ticket tracking and history | Included |
| Named escalation contact | Included |
| Remote diagnosis and fixes | Included |
| Commercial terms | |
| Priority over ad hoc work | Included |
| Agreed hourly and day rates | Included |
| Labour on covered faults | Included |
| Knowing the estate | |
| Onboarding survey and documentation | Included |
| Configuration backups held | Included |
| Asset register maintained | Included |
| Firmware and licence tracking | Included |
| Warranty expiry tracking | Included |
| Staying ahead of faults | |
| Proactive monitoring | Included |
| Measured annual health check | Two per year |
| Meeting assurance checks | Agreed number per year |
| On site, reporting and planning | |
| On-site attendance SLA | Agreed response time |
| Named engineer | Included |
| Service reporting | Quarterly, with review |
| Lifecycle and replacement planning | Included |
| User training refreshers | Included |
| When you leave | |
| Configuration and code handed back on exit | Included |
That last row is the same on every level, deliberately. Your configuration and code are yours whether you stay with us or not, and you get them back without asking and without a charge.
Response times, hours of cover and what counts as a covered fault are agreed in writing before anything is signed, and they appear on the contract rather than on this page. We would rather scope them to what the estate actually needs than sell you a number that sounds impressive.
If you have a handful of rooms and want a known rate when something breaks, Essential.
If you have more than a few rooms, or any room that matters to the business, Proactive.
If downtime is genuinely costly and you want parts, labour and lifecycle planning covered, Complete.
Tell us what you have and we will tell you which level we would put you on, including if that is the cheapest.
Tell us what you haveHow the service desk actually works.
Most support pages say "helpdesk" and leave it there. Here is what happens when somebody in one of your rooms picks up the phone.
You raise it, however suits you
Email, phone or the portal, depending on your level of cover. Anyone in your organisation can raise a ticket, not just a nominated contact, because the person standing in the broken room is the one who knows what it is doing.
It reaches an engineer, not a call handler
We are not large enough to have a script-reading first line, which turns out to be an advantage. The person who picks it up can usually diagnose it on the call rather than logging it for somebody else to look at tomorrow.
Most of it gets fixed remotely
Where we hold the configuration and have remote access, a great many faults are resolved without anybody visiting. That is the main reason monitoring pays for itself.
If it needs a visit, it gets one
Scoped against the response time in your contract. You are told when somebody is coming and what they are bringing, rather than waiting in for a window.
Every ticket is logged, tracked and visible to you on Proactive and Complete, so nobody is relying on remembering what was said on a call three weeks ago.
What is not included.
Every support contract in this industry has exclusions and almost nobody publishes them. Here are ours, so you can compare properly rather than finding out at the point something breaks.
Parts and replacement hardware
Quoted separately unless the item is still under manufacturer warranty, in which case the claim is ours to handle. Labour on covered faults is included on Complete.
Licences and subscriptions
Platform licences, cloud subscriptions and software renewals are yours. We track them and tell you before they lapse, which is not the same as paying for them.
Cabling, containment and building work
Anything structural, anything in the ceiling void, and any new cable runs. These are quoted as projects.
Damage, misuse and acts of others
Physical damage, theft, or faults caused by work carried out by somebody else on the system. We will always tell you what we find rather than quietly absorbing it or quietly billing it.
Changes to what the system does
Fixing a room is support. Adding a room, changing how a room behaves, or reprogramming it for a new way of working is a project, and we quote it in engineering hours against our rate card.
Third-party platforms and networks
We will work with your IT team on anything where AV meets the network, and we are often the ones who find the problem. We do not take responsibility for the network itself, your conferencing platform or your internet connection.
None of this is unusual. What is unusual is printing it before you ask. If a competitor’s proposal does not list its exclusions, that is worth a question rather than a blank in the comparison.
Add-ons, on any level.
Buying a level up to get one thing you need is a poor deal. Any of these can be added to any level instead.
Window cover
Cover for a defined period outside normal hours, rather than round the clock. A Saturday trading day, a month-end, a results announcement, a term-time evening. Most organisations need cover for a handful of predictable windows a year, and buying continuous cover to catch six of them is expensive. We would rather sell you the windows.
Meeting assurance
A room checked and stood up before a meeting that matters. Board meetings, results calls, all-hands, client presentations. An engineer confirms the room works, on the day, before anyone walks in, and stays available for the duration if you want them to.
Additional health checks
Beyond the ones in your level. Useful on rooms that get heavy use, or somewhere a problem has been chased more than once.
User training refreshers
Short sessions for new starters or after a change. A surprising share of support tickets are not faults, and training is cheaper than attending them.
Extra sites or rooms mid-term
Added pro rata at your existing rate. Taking on a new floor should not mean renegotiating the contract.
We will take on an estate somebody else installed.
Routinely. It is a large part of what we do, and it is worth saying plainly because a lot of integrators will only support what they sold you.
We survey and document first
Rooms audited, equipment recorded, configurations backed up, and an asset register built. On a lot of estates this is the first documentation that has ever existed.
We read the code rather than guess at it
Undocumented control programmes and DSP files are normal on a takeover. We audit what is actually in there and tell you honestly whether it is worth keeping or rebuilding.
Six platforms, so a mixed estate is one contract
Estates that grew over a decade are rarely all one manufacturer. We cover Crestron, Extron, QSC, Biamp, Aurora and Lightware, so you are not running three contracts to cover one building.
We tell you what we find
Including the parts that are not our doing. If the previous installation has problems, you will hear about them at survey rather than discovering them later.
Switching is easier than people expect. One thing matters.
Most contracts have a break or a renewal date, and moving at that point is straightforward. The part that causes trouble is not commercial, it is technical, and it is worth knowing before you give notice.
Get the handover in writing before you serve notice. Administrator access, configuration and code backups, licence details and passwords. An outgoing provider has very little incentive to hand these over afterwards, and rebuilding what should have been handed to you is the one thing that makes switching expensive. Ask for it while you are still the customer.
We survey while you are still under contract
No disruption and no notice required. You find out what you are dealing with before you commit to anything.
You request the handover pack
We will tell you exactly what to ask for. It is a short list and you are entitled to all of it.
We document and take over monitoring
Asset register built, backups taken, monitoring stood up, SLA agreed.
Cover starts on your renewal date
No gap, no overlap, nothing paid twice.
A health check with numbers on it.
Most preventative maintenance visits are a look, a listen and a tick. Ours produce measurements, because a room that has quietly drifted does not announce itself and cannot be spotted by eye.
Audio measured, not listened to
Room response, speech intelligibility and echo cancellation performance checked against the figures recorded at handover, so drift shows up as a number rather than as a complaint.
Signal path and device verification
Every source, display and peripheral confirmed working, not assumed working because nobody has reported it.
Firmware, licences and certificates
Checked, recorded, and updated where an update is actually warranted rather than because one exists.
A written report you can act on
What changed since last time, what needs attention now, and what will need budget in the next twelve months.
What it costs.
Support pricing in this industry is unusually vague, which makes it hard to tell whether what you are paying is reasonable. Here is how ours works.
Essential
Reactive cover
of installed system value per year
Proactive
Monitored cover
of installed system value per year
Complete
Fully managed
of installed system value per year
Priced as a percentage of what the system cost to install, which is how this is benchmarked across our industry. The figure moves with the number of rooms, what is in them and how hard they are to reach, which is why we survey before quoting rather than pricing an estate we have not seen.
Where the installed value is not known, which is common on an estate somebody else put in, we price per room instead and tell you what that works out at either way. There is a minimum annual contract value, and we will say so early rather than at the end.
Priced on installed value, by level of cover
The number of rooms, the level of cover and the complexity of what is in them are what move the figure. Not how large your organisation is.
The survey comes first
We do not price an estate we have not seen. On a takeover the survey is quoted separately and its cost comes off the first year of the contract if you proceed.
Annual, with a fixed term
Invoiced annually. You can move up a level mid-term and the difference is charged pro rata.
Compared against doing nothing
Ad hoc attendance is charged at a day rate plus travel and parts. Two or three callouts in a year will usually cost more than covering the estate, and that is before any downtime is counted.
What we support.
Control, audio and the conferencing platforms sitting on top of them. If something in your estate is not listed, ask, because the answer is usually yes.
Control
Crestron, Extron, QSC Q-SYS, Aurora, Lightware, Kramer
Audio and DSP
Biamp, QSC Q-SYS, Shure, BSS, Extron, Crestron, Sennheiser
Conferencing
Microsoft Teams Rooms, Zoom Rooms, Google Meet, and the room hardware underneath them
Networked audio and video
Dante, AES67, and AV-over-IP estates including the switch configuration they depend on
The first month.
Cover does not usefully begin the day a contract is signed, because we cannot support an estate we have not seen. Onboarding takes about four to six weeks depending on size, and this is what happens in it.
Survey
Every room visited, every device recorded, configurations backed up. On most estates this produces the first accurate documentation anyone has had.
Baseline
Audio measured, signal paths verified, faults found. You get a written report of the estate’s actual condition, including anything that was already broken and nobody had reported.
Monitoring and access
Monitoring stood up, remote access agreed with your IT team, and the escalation path and contacts confirmed on both sides.
Cover begins
Ticket channels live, your people told how to use them, and the first reporting period starts.
The survey is quoted separately, and its cost comes off the first year of the contract if you proceed. If the baseline turns up something significant, you will hear about it before you commit rather than afterwards.
Common questions.
Will you support equipment you did not install?
Yes, and it is routine. We survey the rooms, document what is there, take backups and build an asset register before cover starts. On a lot of estates that is the first documentation anyone has ever had.
How quickly do you respond?
It depends on the level of cover and on what the fault actually affects. A room that has lost one source is not the same as a boardroom that cannot take a call. We agree response times against business impact and they go in the contract, not on this page.
What does it cost?
It starts at 8% of installed system value per year on Essential, 11% on Proactive and 15% on Complete. We survey before quoting rather than pricing an estate we have not seen. As a comparison, ad hoc attendance is charged at a day rate plus travel and parts, and two or three callouts a year will usually cost more than covering the estate.
We already have a contract. Can we move?
Yes, at your break or renewal. We will survey while you are still under contract so there is no gap. The one thing to sort out first is getting administrator access, configuration backups and passwords from your current provider, and we will tell you exactly what to ask for.
Do you cover parts as well as labour?
Labour on covered faults is included on the Complete level. Parts are quoted separately unless the item is still under manufacturer warranty, in which case the claim is ours to handle.
Do you support sites outside the UK?
Remote support, yes, wherever the system is. On-site attendance is a UK service. We would rather say that plainly than take a contract we cannot serve properly.
Can you sit behind our own support contracts?
Yes. We work as the support team behind integrators, consultants and contractors, badged as your team where you want it. We do not approach an end client introduced to us through you, and that sits in the engagement terms.
What happens at the annual health check?
Audio measured against the figures recorded at handover, every signal path and device verified, firmware and licences checked, and a written report covering what changed, what needs attention and what will need budget in the next twelve months.
Do you offer 24/7 cover?
Not as a standing service, and we would rather be straight about why. Round-the-clock cover needs a rota, which needs a team funded whether anyone calls at three in the morning or not, and that cost lands in your fee. What most organisations actually need is cover for a handful of predictable windows a year, so we sell those as window cover instead. If your requirement genuinely is continuous, tell us and we will be honest about whether we are the right fit.
Who actually answers when we call?
An engineer. We are not large enough to run a script-reading first line, which means the person who picks up can usually diagnose it on the call rather than logging it for somebody else. Anyone in your organisation can raise a ticket, not just a nominated contact.
What happens if we leave?
You get your configuration files, code and documentation back, on every level, without asking and without a charge. We will also hand over cleanly to whoever takes it on. We would rather be left because somebody was better than because leaving was made difficult.
Tell us about the estate.
How many rooms, roughly what is in them, and what is going wrong at the moment. We will come back with what we would cover, at what level, and what it would cost. If you are under contract elsewhere, we can survey now and start when you renew.
An engineer reads this, not a sales team. We survey before we quote, so nothing here commits you to anything.