Support and maintenance services

Features2019-01-09T12:06:27+00:00
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Maintenance Terms and Descriptions

Please find below a list of terms and explanations used across our maintenance pages. These features differ depending on the level of maintenance you require. If you need further clarification please contact our team or view our terms and conditions.

Vendor Management

Vendor Management

Cinos will liaise with equipment vendors to ascertain product’s life, warranty, etc.

Dedicated Service Desk

Dedicated 24×7 Service Desk

Our service desk is open every hour of every day, ready to take your call and offer first line assistance.

Preventative Maintenance

Preventative Maintenance

Fully trained Cinos engineers will attend site, perform a health check on all systems and check that the asset database is correct

Firmware Revisions and Upgrades

Firmware Revisions and Upgrades

Normally done during preventative maintenance, our engineers will ensure all assets have the latest firmware and software updates; enabling your solutions to continue to function at peak efficiency.

Training Days

Training Days

Normally done during preventative maintenance, our engineers will ensure all assets have the latest firmware and software updates; enabling your solutions to continue to function at peak efficiency.

Management

Management

Normally done during preventative maintenance, our engineers will ensure all assets have the latest firmware and software updates; enabling your solutions to continue to function at peak efficiency.

Service Reviews

Service Reviews

A face to face review of your account from a service perspective. We will present a service report detailing number of site visits, any reoccurring issues and any changes to the installed audio visual estate. The reports will show trends and draw attention to any items with repeat faults or where further training may be required.

Parts Included

Parts Included

If a supported piece of equipment fails and cannot be repaired, we will replace with a like-for-like product where possible.

Loan Equipment

Loan Equipment

In the event of supported equipment failing we will, where possible, loan a like-for-like piece of equipment whilst the original is sent for repair. This will then be removed and the original item reinstalled upon return.

Warranty Management

Warranty Management

The management of the failed, supported equipment with the manufacturer or warranty company. Out of warranty repair costs will be your responsibility unless your purchased supported agreement contains ‘Parts Included’.

Response Time

Response Time

The time taken from raising a ticket with our helpdesk to an engineer attending site to diagnose the issue.

2nd Line Response Time

2nd Line Response Time

The time taken from raising a ticket with our helpdesk to receiving a call from a member of our engineering team to start diagnosing the issue.

Onsite Support

Onsite Support

The availability of our onsite engineering team dependent upon the level of support purchased.

Labour Included

Labour Included

The cost of labour included (dependent upon level of support) for all offsite and onsite engineering time.

Contact Our Team

Email us here
0203 880 2026