Our Service & SLA Program

Get the most out of our conferencing solutions with our premium maintenance and support program.

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Media Vision’s premium maintenance and support program is designed to provide a seamless, successful experience in the use of our equipment to ensure that your meetings will be as effective as possible. We enable this through training, extended maintenance, and by providing clients with the confidence that our factory-trained technical experts will be available on a short notice for any immediate support need. This premium maintenance and support program is delivered in addition to our industry-leading manufacturer warranty.

Services Included in Our SLA Program

System Check-Up and Reporting
System Training

Up to four (4) 1-hour online training sessions per year may be scheduled free of charge. Training is designed to support adequate equipment setup, operation, and upkeep by onsite personnel, ensuring continuity through any change in personnel or meeting management processes.

 

System Check-Up and Reporting

One (1) onsite or online full system check-up may be scheduled per year to provide preventative maintenance. This system check-up includes inspection and testing of equipment, verification, and adjustments of control settings and audio settings, functionality check such as procedures for starting and stopping system components, and inventory verification for spare equipment.

System Training

At the end, Media Vision will submit a report with data analysis of system check-up and presenting upkeep recommendations. Notes: Travel and accommodation expenses are not included for onsite system check-ups. Assistance from onsite personnel will be requested for online system check-ups.

Software Updates
Software Updates

The Media Vision technical support team will inform the client of any major software update or bug fixes/patches available to enhance system performance. This upgrade, performed remotely, will be delivered upon client’s availability. 

Phone and Email Support

The Media Vision technical support team will respond to phone or email support questions from SLA customers with priority over any other request; responses are generally received within four (4) hours or less.

Phone and email support
Product Replacement
Product Replacement

Advanced product replacement will be sent to the client’s site within forty-eight (48) hours following the failure of any core product, whenever possible. Shipment and usage of this spare product will be free of charge while your defective product is being repaired or permanently replaced.

Notes: The replacement product may not be the same model number as your original item but the Media Vision team will strive to deliver a temporary solution that has equivalent functionalities. Shipping timeline will depend on inventory. This service may not be available for custom products.

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