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Byond Care

Protecting your investment – On the very rare occasion that something goes wrong with your audio-visual equipment, you need to know that it will be sorted asap and with minimal disruption to your workflow or service delivery. Regular system maintenance and check-ups will ensure that downtime is kept to a minimum and that you get a much better ROI in the long run.

The Care team


Once your project is completed, we’ll introduce you to our Care team. They’ll be your first port of call for everything from project faults to requests for additional equipment to training. There’s always a bedding-in period when any new technology is installed so we’re just a phone call away if you have a query.

Service deliverables:

Once the project has been delivered and you’re up and running, if you’d like to keep protecting your investment, we offer a range of Care packages to suit the needs of your business and your team.

We’ll work with you to create a bespoke Service Level Agreement that can include some or all of the following:

01

Support desk

03

Service delivery management

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Field service engineers

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On-site support technicians

People In Operations Center Talking On Landline Phone. Operators In The Office.

Support desk

Got a query or need to log a ticket? Support desk is the first place to start. You’ll find lots of helpful online resources and can stay up to date with progress on your service request/ticket.

Field service engineers

If we can’t get you sorted remotely, we’ll send a field service engineer out next business day (NBD). Our engineers are located in London, the North West, Yorkshire and the Midlands. We also have a network of trusted and registered freelance engineers we can call on when needed.

It Engineer Working In The Server Room Or Data Center The Technician Puts In A Rack A New Server Of Corporate Business Mainframe Supercomputer Or Cryptocurrency Mining Farm.
Handsome Man Having Online Video Call On Laptop At Restaurant, Portrait.

Service delivery management

You’ll have a dedicated account manager for all your service-related queries. Your account manager is here to make sure you’re happy with every aspect of your project’s performance and will hold regular review meetings with you throughout your Care contract.

Usually held once a quarter, these review meetings are an opportunity to see how everything is measuring up against KPIs.

Discussion points:

Service requests

Ticket status and management

Scheduled KPI reporting (if contractually agreed)

Preventative maintenance reporting

Fault management system

Incident occurrences and management

Escalation occurrences and management

Service Level Agreements

On-site support technicians

Some projects will benefit from having an audio visual technician on site for an agreed period to provide dedicated support as you transition to your new system. There are lots of benefits to having someone on site with you and we would always recommend this for more complex projects where budget allows.

If there’s a fault, your technician can respond immediately, minimising downtime and making sure you’re back up and running as soon as possible.

Technician Connecting Network Cables To Switches. Connecting Cables In Server Cabinet.

Analysis

We’ll analyse how everything is running for you and arrange a chat to see if any tweaks or additional elements are needed at this point.

Surveys

We can conduct surveys with your team to make sure the solution ticks all necessary boxes for them and find out if there are any gaps that still need bridging.

User Adoption Training

We can also provide tailored User Adoption training which will ensure your people are getting the most from your AVIT strategy and integrating it into their workflow and sales process as soon as possible.

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Care Analytics is a patented cloud proactive monitoring and support application that provides real-time data and insights into the performance of your systems and how they’re being used by your team. It helps you to check and diagnose issues before they become a problem, enhancing system reliability and minimising down time. From a user experience perspective, Care Analytics can provide excellent support to your team along with decision-making information for your management team, ensuring they have the best experience possible with the technology.