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.
Cinos will liaise with equipment vendors to ascertain product’s life, warranty, etc.
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.
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
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.
Designed to enable smoother running of meetings, our engineers will train your employees on best practices and how to get the most out of your systems.
Full management of your estate including an asset database, serial numbers and product types. We will ensure the database is up to date including any equipment additions, changes or relocations.
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.
If a supported piece of equipment fails and cannot be repaired, we will replace with a like-for-like product where possible.
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.
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’.
The time taken from raising a ticket with our helpdesk to an engineer attending site to diagnose the issue.
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.
The availability of our onsite engineering team dependent upon the level of support purchased.
The cost of labour included (dependent upon level of support) for all offsite and onsite engineering time.