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Integrated Support Services

Choose from a range of customizable services and SLAs to optimize your AV systems and empower your team for seamless collaboration and ultimate success.

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Integrated AV Support for Every Organization

As the modern business environment continues to evolve, uninterrupted audiovisual (AV) system performance is critical. Solutionz offers custom Integrated Support plans, ensuring your AV systems are consistently operating at their best. Our Integrated Support service provides:

Comprehensive Support-2

 

Complete System Coverage

In-depth support for all aspects of your AV and communication systems, encompassing hardware, software, and network infrastructure.

Dedicated Support Team

A committed team offering streamlined and efficient service, acting as your single point of contact for all AV support needs.

Comprehensive Assistance

From basic troubleshooting to complex system challenges, we ensure every issue is addressed swiftly and effectively.

System Optimizations

Proactive recertification visits and system checks guarantee optimal performance.

All-Inclusive Support for Seamless AV Operations

Our integrated support plan is designed to cater to all aspects of your AV needs. 

Emergency Operations Center (3)

 

  • Unlimited 24/7 global help desk support

  • Localized Customer Support Coordinators

  • Variable SLAs, including emergency response

  • Unlimited onsite technical support

  • Equipment coverage, spares, and replacements

  • Pre-scheduled recertification visits

  • Manufacturer warranty support

Ensure the Best for
Your AV Systems

Schedule a free assessment with our team.

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Scalable for growth

Reliable Equipment Care & Extended Warranty Support

Rely on our thorough approach to equipment and warranty management:

1
Extended Warranty
Enhanced coverage for your peace of mind.
2
Regular Recertifications
Scheduled testing and health checks to keep your systems in top condition.
3
Quick Access to Spare Parts
Efficiently managed inventory to ensure fast replacements and minimal downtime.

Integrated Support

Frequently Asked Questions (FAQ)

What is Integrated Support and how does it differ from basic break-fix service?

Integrated Support is a comprehensive, customizable AV support program that covers your entire AV ecosystem—hardware, software, and network infrastructure—with proactive care rather than reactive fixes. Plans can include 24/7 global help desk, onsite coverage, variable SLAs, scheduled recertification visits, equipment spares, and manufacturer warranty support, all designed to maximize uptime and user confidence.

Which services and SLAs are available, and can they be tailored to different sites?

Yes. Solutionz, Inc. offers flexible SLAs including emergency response, unlimited onsite technical support, localized customer support coordinators, and options for equipment coverage and replacements. Plans are right-sized for each location so high-traffic rooms receive more intensive coverage while standard rooms get cost-efficient support.

How do recertification visits improve reliability and user experience?

Scheduled recertifications include health checks, re-testing, and adjustments to audio, video, control code, cabling, and documentation. This proactive tuning keeps systems performing as designed and reduces day-to-day friction for users, especially in complex multi-room environments.

Can Solutionz, Inc. coordinate help desk, service coordinators, and onsite technicians to accelerate resolution?

Absolutely. The support ecosystem combines request portals, help desk triage, service coordinators, onsite technician staffing, and, where appropriate, remote monitoring & management (RMM) to shorten time-to-resolution and meet your SLA commitments.

How does remote monitoring & management (RMM) integrate with Integrated Support?

RMM adds 24/7 device visibility, automated self-tests, proactive alerts, ticket integration, and reporting so many issues are detected and resolved before users are impacted. When RMM is paired with Integrated Support, you get both continuous system health and guaranteed onsite response when needed.

What does equipment coverage and spares include, and why does it matter?

Equipment coverage ensures fast replacement or repair of covered devices, while spares and inventory management minimize downtime when a component fails. This is essential for mission-critical spaces where device availability directly affects operations.

How do Customer Success Managers (CSMs) strengthen long-term outcomes?

CSMs serve as your advocates, building a right-sized success plan, reviewing ticket trends and uptime, and coordinating resources across support services. They schedule routine business reviews to keep adoption, reliability, and ROI aligned with your goals and upcoming changes.

How do we request support and what does the escalation path look like?

Requests can be submitted via the online support portal, phone, or email. The help desk triages the ticket, engages service coordinators, and dispatches onsite technicians per your SLA. For high-stakes events or priority incidents, your CSM can escalate directly and pre-stage resources to prevent disruptions.

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