AV Support - Remote & Onsite

Our team of AV support experts are on hand to ensure the continuity of your business is preserved in the event of any unforeseen issues, while maximising the potential of your installation. We understand that time is of the essence and our global network means we’re uniquely positioned to meet your needs with local service and support.

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What We Offer

Our expert AV technicians provide operational support services when and where it matters. Here’s an overview of what you’ll receive with ISDM’s AV support service:

Third Party Incident Management

Technical issues not only impact your productivity and workplace morale, but they can also affect your bottom line as a business. Therefore, it’s crucial that they’re resolved as quickly and efficiently as possible. It’s also important to regularly inspect and maintain audio visual equipment to prevent technical issues from occurring in the first place. 

Our tiered approach to technical support allows for a fully-scalable incident management response that’s tailored to the needs of your business. We offer 24/5 incident management via email, telephone or an onsite visit, with support tickets managed through our innovative global service desk. 

We’ll work to determine the cause of the incident, repair the affected systems and thoroughly document the process to ensure future success. Where necessary, we’ll also provide staff with any recommended changes to procedures in order to prevent or manage similar incidents in the future. This allows for minimal downtime and allows you to focus on what really matters; running your business.

VC Concierge/Call Launching

Video conferencing provides innumerable benefits to businesses. Large scale meetings or virtual events can be conducted at the click of a button, with participants able to join not only from any location, but from a range of different devices. 

However, despite the rapid expansion of video conferencing technology in recent years, some businesses still struggle to run effective video conferences. This is especially relevant when it comes to large-scale or complex calls, such as a well-attended webinar with integrated tools & software products. 

With ISDM’s concierge service, a dedicated AV support technician will set up the call and monitor the infrastructure throughout the meeting. This prevents you from wasting valuable time on the technical side of the call and allows you to retain 100% of your focus on the meeting itself. 

Permanent Dedicated Onsite Technical Engineers

Sometimes, a technical issue can’t be resolved remotely. Similarly, there might be a need for demonstration and in-person training on how to use your audio visual equipment and prevent future disruptions.

Each of our AV support bundles comes with a service level guarantee on onsite technical engineer dispatch. Depending on your level of support, an engineer can be onsite anywhere from the same day to within two business days. Ad-hoc onsite support is included as part of your fixed monthly care package, meaning you won’t have to pay extra for an onsite visit. 

We’ll assign you a dedicated onsite specialist who will develop an excellent understanding of not only your infrastructure setup, but also the unique requirements of your business. This allows them to work around your needs and ensure problems are resolved as quickly and efficiently as possible.

Events Support Services

Audio visual technology can serve as the backbone of an in-person event, such as an industry conference or keynote. Given the significant planning and investment that goes into an  event, it’s crucial that your audio visual systems are running smoothly during the day. 

ISDM’s event support service offers support before, during and after the event. Our dedicated onsite technicians will set up, operate and tear down your audio visual equipment according to your schedule, leaving you to focus on running the event. Given our close working relationships with suppliers, we can also offer competitive pricing on equipment for events.

Preventative Maintenance

At ISDM, we firmly believe in the importance of taking a proactive approach to support rather than a solely reactive one. 

At set intervals, we’ll visit your premises and carry out a thorough inspection of your audio visual systems to assess its condition and carry out any necessary maintenance work. This allows us to identify and resolve any potential issues with your systems before they cause disruption to your business.

At the end of each visit, you’ll receive a detailed report of the work completed as well as any recommendations for the day-to-day management of your equipment.

Break/Fix Support

Our break/fix support service means we’ll be on-hand to resolve any unforeseen issues at the most cost-effective price possible. Once logged through the service desk, our support team will be able to either resolve the issue remotely or dispatch a technician to provide onsite support, minimising disruption to your business.

Warranty Service

All of the audio visual products we supply come with generous warranty coverage from the manufacturer. If you’d like to extend or otherwise modify the terms of your warranty, we’ll be able to leverage our close relationships with manufacturers to secure a warranty agreement that works for you.

24/5 Support

Our global service desk operates 24 hours a day Monday to Friday. Support issues can be logged, tracked & resolved through your dedicated self-service portal, which provides a direct line of contact with our AV support team.

  • 24/5 Service
  • Tiered Support Offerings
  • Covers VC & AV Equipment

ISDM Care Bundles

We fully understand the demands and needs of your organisation and recognise the importance of maintaining a consistent workflow. Our team of trained engineers are on hand to work with you in preserving the continuity of your business objectives while maximising the potential of your technology suite. We offer three levels of cover for hardware and SaaS offerings:

Let’s Collaborate.

Our Service Desk provides the highest quality assistance to rapidly solve any issues, minimising the potential risk of disruption or downtime to your business. Email: support@isdmsolutions.com Telephone: +44(0) 333 300 128