Fast Responsive Support & Aftercare

It is our responsibility as your Technology Partner to ensure that your system stays online and up to date at all times. Our role as an integrator is to bring together numerous different systems and manufacturers into one streamlined control system which is your single point of contact in your home. It is then important to maintain these systems to ensure they remain compatible and to benefit from any future improvements which are available from software or firmware updates.

We believe that when you make such a vast investment in your home it is important that it is maintained to ensure that it remains top tuned, robust and stable. You would not spend the equivalent sum on a car and not take it to the main dealer for regular servicing.

We offer an aftercare package to all our clients upon completion of a project. We can also takeover existing systems and provide after-care if needed.

 

Surrey AV Solutions Approach to Aftercare

At Surrey AV Solutions we have spent many years perfecting the aftercare service which we provide to all our clients. We now have a 98% retention rate for after-care clients to renew their annual plans with us.

We use a combination of proactive and reactive maintenance visits, supported by remote network monitoring and unlimited telephone support to keep our clients and their systems online at all times.

We also offer options to upgrade to out of hours cover if required with 24/7, 365 plans available.

We feel that we have achieved success when a client doesn’t actually use the allocated number of reactive callout visits which are part of their plan. This means that the proactive visits are working and the systems are stable. We then allow any unused visits to be rolled over to the next years plan, thereby reducing the renewal cost.

How we can support you?

Proactive Maintenance

Routine, scheduled engineer visits to test and check your system and deploy updates where needed.

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Proactive Maintenance

Proactive maintenance visits are vital in prolonging the lifespan and stability of your systems. We will suggest the number of visits based upon the size and complexity of your system.

We will complete a template for the system checks which are required for your system, split per room or per system. Our service engineer will work through this template ensuring that all the systems are fully operational. If there are any issues or recommendations they will list these and then you will receive a copy of this report upon completion. We will also provide you with a proposal for any suggested upgrade or remedial works.

During these visits we will also ensure that any software or firmware updates which have been launched are installed. These often bring new features, for example, both Control4 and Crestron Home often update their operating systems via firmware updates.

These visits are typically single 1-day visits with a senior engineer who has the relevant programming experience required to suit your project

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Reactive Maintenance

Ad-hoc emergency callout visits to deliver help when it is needed most.

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Reactive Maintenance

Within each maintenance plan we will recommend a number of reactive engineer visits. These cover up to 4hrs of engineering time on or offsite to resolve any urgent problems or issues you may be facing.

We will always try to resolve the problem remotely first and we will use our remote access tools such as Domotz to diagnose the likely cause of the problem.

Any problems which are a result of a warranty issue relating to a project (1 year) will not be deducted from the reactive visit allowance.

Typical callouts cover situations such as third party issues such as Apple tvOS and SkyQ changes and problems arising from power cuts/water leaks etc.

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Telephone Support

In the first instance that you have an issue there is always someone to speak to via telephone. Our office is fully staffed and open every day and there is always someone to provide first line advice if you are in need of support.

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Telephone Support

Our office is fully staffed during weekdays from 8am to 5pm. There is always someone available to speak to if you need first line of support advice. Often we can suggest tips and tricks to get you back online without the need for an engineer to attend.

We also have an out of hours service for those who want this service extended to include evenings, weekends and bank holidays.

If you opt to include remote access services such as Domotz and Aten Intelligent Power Bars, it is often possible for our support team to get you back online within hours. With a system such as Domotz in place, we can also pre-empt problems  as we will receive notifications when a critical network event takes place.

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Takeover Projects

We can provide Aftercare packages for clients whose systems were installed by others.

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Takeover Projects

We are often contacted by clients who have a legacy system installed by other dealers who would like to seek an alternative AV company for their ongoing maintenance solutions.

In this instance we would be able to provide you with a high-level indication as to the costs associated with a typical plan. If this is something you would like to pursue further we would then arrange for a site visit to examine  your system and review any documentation or code from the previous contractor.

If you have a list of ongoing issues we can keep this in mind when we visit you and provide you with a proposal for any remedial works we feel would be necessary in order to stabilise the system.

If the quality of the installation is high we would be happy to move straight on to providing maintenance cover for you.

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If You Are Considering A New Project

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01483 924 530
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