Why organisations invest in maintenance contracts
In today’s digital landscape, the integration of audio visual (AV) and IT systems, along with the rapid adoption of hybrid working, has transformed AV technology from a ‘nice to have’ into a fundamental component of daily operations. These systems are now essential for facilitating communication, collaboration, and customer engagement across diverse locations. Whether it’s SMEs connecting remote teams, customer-facing businesses enhancing client interactions, or large corporations and public sector organisations relying on AV systems for mission-critical functions, the importance of these technologies cannot be overstated.
As reliance on AV technology has increased, so too has the impact of any service interruptions. Even minor disruptions can lead to significant consequences, including lost productivity, frustrated employees, and a diminished customer experience. The financial and reputational costs of downtime can be considerable.
Investing in a robust maintenance and support contract with an established and trusted partner like Cinos brings numerous advantages, but most importantly it brings peace of mind. Our AV maintenance contracts ensure you have immediate access to expert support when required. This minimises downtime, ensures your teams can remain productive and enables you to focus on your business objectives.
At Cinos, we recognise the pivotal role that AV technology plays in driving organisational success. Our tailored maintenance contracts are not just about keeping systems operational; they’re about ensuring your business thrives. By providing expert support, minimising downtime, and optimising your AV systems, we empower you to concentrate on what matters most—growing your business and delivering exceptional value to your customers.
With our integrated IT and AV helpdesk services, Cinos offers a comprehensive range of support and maintenance options with SLAs tailored to your specific business needs. As your trusted partner, we take the hassle out of managing multiple helpdesks and contracts, ensuring your unified communications and audio visual systems remain in peak condition.
Steve Franklin
Executive Director, Cinos
If you are seeking professional guidance for your project and would prefer to speak directly with an expert, please do not hesitate to get in touch. Our team are on hand to discuss your requirements so why not get the ball rolling today.
Why Choose Cinos?
Cinos is recognised as a leading AV systems integrator, maintaining audio visual estates for organisations across the globe since our inception. Our maintenance and support services continually evolve to meet the diverse needs of our customers, underpinned by ITIL-certified processes and procedures that reflect industry best practices. This ensures you consistently receive the highest levels of support from an experienced and trusted partner.
Our collaborative approach to support fosters strong, long-term partnerships with our clients. We combine specialist technical expertise, close vendor relationships, best-in-class management and monitoring tools, and a relentless focus on best practices to deliver consistently high-quality services. With Cinos, you can rest assured that your AV estate is:
Specialist Service Team
Our technology experts sit at the heart of our maintenance and support offering. Whether you are dealing with your dedicated Service Manager or speaking with our Service Desk you can rest assured you will be speaking with highly qualified, experienced, personable, and helpful technology experts. Their personalities and work-ethic drive them to go beyond what is required to ensure we meet and exceed customers’ expectations. As well as helping resolve high priority incidents and leading technical escalations, they also own the technical elements of our service portfolio, something that sets us apart from traditional providers.
Resolution at first contact
We have structured our Services Team in a manner that excludes a traditional ‘1st line.’ When a user contacts our team, they will have immediate access to a skilled technical resource. Every Cinos engineer is a technical specialist in their practice and is targeted on achieving ‘resolution at first contact’. Where technical escalation is required, Cinos use internal technical subject matter experts from within the support team. If site attendance is required, this resource will also be supplied directly from Cinos. We do not utilise subcontractors to deliver any part of our service model.
Continual Service Improvement (CSI)
At Cinos, Continual Service Improvement (CSI) is not just a process—it’s a core value that drives our commitment to excellence. As a key performance indicator, CSI is deeply ingrained in our culture and supported by robust quality management practices focused on customer satisfaction. Guided by the ITIL4 service management framework, we consistently apply CSI to initiate and manage improvement efforts throughout the contract period. This ensures that the services we provide evolve in line with your changing needs. Our approach guarantees that you benefit from service enhancements and identified cost efficiencies as we continually optimise delivery.
Trusted By:
AV Maintenance
Features & Benefits
Tailored
We design our maintenance and support services with your priorities in mind. By taking the time to understand your objectives from the outset, we tailor a maintenance package that aligns perfectly with your unique requirements, regardless of the size or complexity of your AV estate. This ensures that your systems operate seamlessly, frustrations are minimised, and productivity is maximised—all with the reassurance of having a single, trusted partner by your side.
Return on Investment
Our approach goes beyond simply specifying best-in-class technology; we provide proactive maintenance services that extend the lifespan and enhance the reliability of your systems, significantly reducing replacement costs. Additionally, our expertise ensures that your technology investments are futureproofed, allowing your organisation to adapt seamlessly to evolving needs and innovations.
ITIL Certified
At Cinos, our commitment to excellence is reflected in every aspect of our operations, and our processes and procedures are a testament to this ethos. Partnering with Cinos means you can trust that our approach is aligned with globally recognised best practices, ensuring that your IT and AV objectives are fully integrated with your business goals. With our ITIL framework, costs are tracked and optimised more effectively, while our service delivery remains streamlined, flexible, and adaptable to your evolving needs.
Sustainable
Investing in an AV maintenance contract is not only about optimising performance, it’s also a step towards sustainability. Regular maintenance extends the lifespan of your AV equipment, reducing the need for frequent replacements and minimising electronic waste. Furthermore, by optimising system efficiency with features such as ECO modes and automatic power-down you can effectively contribute to energy savings. Cinos is committed to helping organisations achieve their sustainability goals by providing proactive support that promotes responsible resource use and long-term environmental benefits.
Peace of mind
With Cinos managing your technology estate you can focus on what matters most. Your business. We take care of everything, so you don’t have to. From managing warranties, liaising with manufacturers and updating software and firmware, our support is designed to remove the burden from your teams to let them focus on achieving your business objectives. With Cinos not only do you have 24×7 access to technical experts, you have a trusted partner whose commitment to continual improvement means your estate will continue to function at optimal levels both now and in the future.
Maximise Productivity, Minimise Downtime
Technology issues can significantly disrupt workflow, leading to frustration and lost time. Our comprehensive maintenance services are designed to ensure that your AV systems enhance, rather than hinder, your operations. Through a combination of proactive maintenance, 24/7 remote monitoring, and on-site support, we swiftly address potential problems before they escalate. Our early life support further guarantees a smooth transition for new systems, allowing your teams to remain focused and productive with minimal disruption.
Global Coverage
Cinos offers comprehensive global support, ensuring that your business benefits from consistent, high-quality service no matter where you operate. With strategically located service hubs in the UK, Europe, the United States, and Asia, we provide around-the-clock assistance and rapid on-site support, reducing the risk of downtime across your locations. Our global reach allows us to seamlessly manage your AV systems across different time zones and regions, ensuring that your teams remain connected, productive, and supported, no matter how far-reaching your operations.
User Experience & Adoption
At Cinos we want you to make the most out of your technology investments. Our maintenance services don’t just end at supporting the technology, we are dedicated to delivering excellent user experiences that drive user adoption. We ensure that your systems are easy to set up and use and provide a consistent experience throughout your spaces. Furthermore, we provide onsite user training, supported by a range of user manuals to ensure your people are confident and proficient when using the technology.
AV Maintenance
Service Components
To keep your AV systems performing at their best, our maintenance contracts are comprised of a suite of components designed to provide seamless, proactive, and responsive support. From technical expertise to preventative measures, each service component is built to minimise downtime, enhance system longevity, and ensure your technology investment continues to deliver value.
Our Service Components include:
Audio Visual Maintenance
Frequently Asked Questions
Investing in an AV maintenance contract ensures that your AV systems remain fully operational with minimal downtime, giving you peace of mind that your technology estate will function seamlessly. This allows your teams to stay productive and focused on their business objectives, without the worry of disruptions or technical issues. With Cinos’ proactive support, you benefit from immediate access to technical expertise, ongoing system optimisation, and long-term value from your technology investments.
Since our inception, Cinos has been trusted to maintain audio visual estates for organisations of all sizes, including those where AV systems are business critical. We combine a proven track record with a personalised and comprehensive approach, guided by ITIL-aligned processes. Each client benefits from a dedicated Service Manager, 24/7 access to technical support, and a focus on first-contact resolution, ensuring prompt and effective solutions. Our global presence, proactive monitoring, customer success practices, and fully in-house team guarantee a consistent, high-quality service tailored to your unique requirements.
Cinos will build a support contract that aligns with your specific business requirements. Our services include dedicated full-time onsite employees, access to our 24x7x365 specialist service desk for remote support, and onsite engineer assistance within four hours, Monday to Friday, when necessary. We work with your local teams to ensure access to high-demand areas, liaise with third-party providers, and test new software or firmware updates before applying them to your systems. This approach ensures minimal disruption and optimal performance across your AV estate.
Absolutely. From the outset, we create a comprehensive Service Definition Document that outlines your maintenance contract in detail. We provide clear SLAs across our range of maintenance services ensuring clear expectations and performance standards are established. This guarantees that your AV systems receive the support they need, with specific targets for response and resolution times tailored to your requirements.
While providing replacement equipment is not guaranteed as standard, Cinos will always explore alternative solutions to minimise disruption during repairs. If spares have been specified as part of your contract, we can supply a suitable loan replacement to ensure your operations continue smoothly while the necessary repairs are carried out.
Yes, warranty management is included and will be detailed in your Service Definition Document. All new equipment supplied by Cinos comes with a minimum 12-month manufacturer warranty. If the manufacturer’s warranty extends beyond this period, Cinos takes full responsibility for managing the warranty throughout the duration of your maintenance contract. All product warranty processes, administration, and pre-registration activities will be completed by Cinos on your behalf.
Yes, as part of your maintenance contract and agreed SLAs, Cinos can provide emergency onsite support for critical situations where immediate action is required. We have extensive experience working with organisations such as emergency services, so we understand the urgency and need for a rapid response. In emergency cases, such as sudden performance degradation or critical failures, our team follows an expedited process to manage changes quickly, while maintaining the same high standards of control and rigour as our standard procedures. These emergency changes are fast-tracked for impact assessment and escalated for rapid approval to minimise downtime and restore system functionality as quickly as possible.
Early Life Support (ELS) is a critical phase following the deployment of new AV systems, designed to ensure a smooth transition. During this period, Cinos engineers are onsite to monitor performance and swiftly resolve any issues that may arise. ELS also focuses on user adoption, with our team providing hands-on training, user guides, and manuals to ensure your staff can effectively use the new technology, minimising frustrations and maximising productivity.
Cinos promotes sustainability by extending the lifespan of your AV equipment through regular maintenance, reducing the need for frequent replacements and minimising electronic waste. We also help optimise energy efficiency by enabling ECO modes and automatic power-down features, supporting your organisation’s environmental goals.
Preventative maintenance is a proactive service designed to keep your AV systems running smoothly, extend their lifespan, and minimise downtime. Cinos offers a thorough preventative maintenance programme, where our expert engineers conduct detailed inspections of your equipment at a component level. We check that all connections are secure, clean equipment to prevent dust and debris build-up, and apply any necessary software and firmware updates. This helps reduce the likelihood of unexpected failures and costly repairs, ensuring your AV systems remain optimised and fully operational.
