The audiovisual (AV) industry is growing exponentially each year as more organizations rely on advanced technology for conferences, presentations and events. With so much technology in place, it is critical to have a reliable service provider that can keep everything up and running smoothly. A comprehensive AV service contract is the best way to ensure your expensive equipment is well maintained and any issues are addressed quickly. Here are the key components that should be included in a top-notch AV service contract.
Preventative Maintenance
Regular preventative maintenance is crucial for extending the life of AV equipment and preventing costly repairs down the road. A good service contract will include:
Periodic Cleaning: AV equipment accumulates dust and debris, which can lead to overheating and system failures if not cleaned regularly. Scheduled cleaning helps protect investments.
System Checks: Technicians should perform routine checks on all AV systems to test functionality and identify any potential issues. This includes inspecting cables, connecting ports, speaker connections, projector lamps, etc.
Software/Firmware Updates: Keeping software and firmware up to date is important for security patches, adding new features and fixing bugs. Automatic updates through a service contract saves time.
Component Testing: Key components like projector bulbs, remote controls, microphones and cameras should be tested on a schedule to catch problems early.
Calibration: Projectors, screens and audio equipment may need calibration after periods of heavy use or if environmental conditions change. Regular calibration ensures optimal performance.
Priority Repairs and Replacements
Even with preventative maintenance, things can still go wrong with technology. A comprehensive contract wraps in priority assistance for repairs:
24/7 Helpdesk: Around-the-clock support by phone or online for troubleshooting or dispatching technicians as needed.
Onsite Response: Contracts guarantee a rapid onsite response, often within 4 hours, for any critical issues that can't be resolved remotely.
Component Replacements: Worn bulbs, batteries and other parts are replaced to keep systems running optimally. Many contracts include a set number of replacements per year.
After Hours Support: Proper coverage for events, conferences or other activities held outside typical business hours.
Equipment Repairs: Labor and parts are covered to fix any systems, projectors, screens or other devices with technical problems.
Loaner Equipment: While repairs are made, comparable loaner equipment is provided to avoid event disruptions.
Scope of Equipment Covered
A comprehensive contract spells out exactly which systems, rooms and devices are protected. This provides budget certainty and ensures all critical AV needs are addressed, such as:
Projectors and Projection Screens: Often the most expensive core equipment in any AV system.
Sound Systems: Speakers, mixing boards, microphones and related audio gear.
Video Equipment: DVD/Blu-ray players, document cameras, video switchers, cables, etc.
Control Systems: Touchpanels, remote apps and other interfaces used to operate AV.
Staging/Rigging: Motorized screens, light fixtures attached to ceilings/walls.
Peripherals: Laptops, cables, charging stations and additional devices.
Specific Conference Rooms: All meeting spaces with permanent AV installations.
Portable/Rental Equipment: Gear used for events outside usual conference rooms.
Specialized Services
Beyond basic maintenance and repairs, a premium service contract provides extra value through specialized technical support services:
Programming Assistance: Help from engineers to set customizedcontrol panel programming and configurations.
Training Sessions: Instruction for end users on operating new gear orroom setup changes. Eases adoption of upgrades.
Technology Assessments: Experts audit current systems andrecommend new purchases or retrofits to improve functionality.
Configuration Management: Documentation of all room configurations, equipment serial numbers, software versions, etc. Ensures rapid troubleshooting.
Equipment Inventory: Maintained list with purchase/warranty dates helpsstay within replacement/upgrade cycles.
Installation Support: Technicians aid major renovations or new roombuilds to integrate AV at the design phase.
Disaster Recovery: Backup plans in case of fires, floods or otherunexpected emergencies impacting core systems.
Scalability and Budget Flexibility
A flexible contract structure is important given inevitablechanges to technology and facilities over time. Look for:
Growing Room Portfolios: Service new conference rooms as they'readded without separate proposals or increased staff time.
Modular Pricing: Pay only for what's needed - base covers core systemsand extra fees layer on more specialized services.
Equipment Additions: Seamlessly add new purchases like displays orsoundbars within existing contract coverage at transparent costs.
Discounted Maintenance Packages: Savings bundles on maintenance forthose who guarantee multiple years up front.
Capital Project Support: Integrate long-term technology roadmapsor major infrastructure projects to maximize ROI on both.
Reporting and Metrics
Transparent reporting gives visibility into work performed andhelps optimize systems. Ask for:
Service Logs: Details of all maintenance tasks, response times toissues, and equipment statuses.
Usage Analytics: Insights into how rooms/gear are deployed to guideupgrades that extend utility.
Helpdesk Activity: Volumes, issue types and resolutions tobenchmark support quality.
Uptime Guarantees: Reimbursement credits if core systemperformance dips below promised service levels.
Annual Reviews: Strategy sessions to review spending, recommend newinvestments based on needs.
Evaluating Proposals
When evaluating AV service contract proposals, consider experience,reputation and financial stability of prospective providers as wellas specific inclusion of all key components covered here. Acomprehensive, scalable agreement with a reputable company is theoptimal way to maximize uptime of technology investments for years.
