Service Level Agreements | VIDEOPRO
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Service Level Agreements

Proactive Partnership

Our responsibility is to ensure that our client technology solutions are online and available at peak performance levels to deliver the business outcomes they expect. We are a professionally certified AV technology partner with multiple key vendors. In partnering with us, businesses are provided with regular and ongoing reviews based on current and future technology utilisation, risks and future requirements.

Our proactive approach to maintaining AV systems ensures less system downtime and allow businesses to focus on their core business endeavours. Our proactive maintenance schedules provide business continuity, stability and efficiency ensuring that technology solutions are maintained and available.

Our Commitment

Our commitment to our customers is to not only resolve incidents quickly to restore service, but also to understand your business and technology requirements to predict future incidents and consult on solutions.

The Right People

Our support products ensure direct access to professional, qualified, and experienced systems engineers without the hassle of per incident engagement costs. Our System Engineers are highly trained and certified in the technologies utilised in our industry.

Fixed AV Management and Support Costs

Our support products allow for accurate budgeting and peace of mind operation. Support costs are structured on a per room or space formula, allowing for pricing transparency and flexible service allocation. Co-term options allow for a single renewal date per location. We also work closely with our customers to tailor a solution if our existing support products don’t fit the immediate need.

Guaranteed Service Levels

Our customers enjoy the benefits of guaranteed meaningful response times and priority onsite support to ensure technology solutions are always operating at maximum performance. 

Dedicated Service Desk

Our Service Desk provides a single point of contact for all client support requirements during business hours. Standard business hours and 24/7 support are available. 

OMNI Channel Engagement

Access to our Service Desk is via phone, email or online portal. Our clients choose which engagement method best suits them.

Third Party License Management

As a trusted business partner, we assume the role of in-house technical support and directly interface to third party technology providers to co-ordinate licenses, services and act as a single point of contact for the resolution of vendor technology related issues.