How long have you waited for a callback from your AV Service Provider? Have you even heard from your AV integrator since they installed your system?
One of the most important things AFTER an AV integration is the support and maintenance you get to keep your systems up and running and running in optimal capacity. If you are frustrated with your current AV Support team, take a look at what you SHOULD be getting.
Many AV integrators prioritize Sales first, Installation second, and unfortunately Support/Service third.
Here are the 5 Things we think are important to know when choosing an AV Support/Service Provider:
Initial Response Time. This is the time it takes for your AV service provider to respond to your initial call requesting help. Response times can vary, and sometimes this may mean multiple days of waiting until you are queued up for some time to address your problem.
On-Site Response Time. This is the time it takes for your AV service provider to have a technician come to your location to resolve problems that cannot be fixed remotely. Response times can vary even more with this and there may be weeks of waiting until a technician can get to your location.
Certified Technicians. These are your AV support individuals. Your AV service team should have the training and technical knowledge to support the systems you have installed. Experience and certifications in the system technologies you need supported are key.
Problem Resolution. This is the process of resolving issues that may arise with your AV system. Effective problem resolution strategies reduce downtime and may include access to emergency equipment loans, management of RMA return processes, and more.
Service Level Agreements. SLA’s are the levels of service available. A good service provider will have multiple levels of support. The best service providers will meet with you, your team, and your end users, to listen and customize a service agreement that fits your approach, needs and budget.
IGI’s initial response times are typically within 2-4 hours after an issue is reported. If we are unable to work with you to resolve the issue remotely, we then dispatch a technician to your location on-site within 2 business days. IGI’s technical team goes through highly specialized training and is certified on all of the system technologies we install.
Our average technician has over 5 years of experience. IGI provides clear steps to initiate service. We are known in the industry for our great service, response and timely resolution of any issues. This includes effective communication throughout the process to keep you in the loop on all progress.
Optimally, support is determined before your system is installed and meets the use demands you require. If you have a system that is not covered by support, IGI can help you assess your needs and make recommendations.
Immersion Graphics, Inc. (IGI) provides audio visual design, engineering, consulting, product sales, control system programming, custom fabrication, installation, preventative maintenance, and extended support services out of its headquarters location in Detroit and west coast operation in Los Angeles. Additional offices are located in Indianapolis, and Grand Rapids.
Founded in 1998, IGI has installed numerous large-scale, ultra-high resolution systems throughout the U.S. in the automotive, higher education, medical, financial, and energy transmission markets, and for the United States military and other government agencies. Applications include industrial design, engineering and data visualization, mission-critical command & control room environments, presentation systems, video conferencing, digital signage, and a variety of commercial AV solutions for emerging markets where the simultaneous visualization of 3D models and complex data by a group is essential to effective decision making. To get an in depth look at what we do, see our website at www.werigi.com, we are IGI.
IGI is minority owned, veteran owned, and a small business and SBA 8(a) program graduate.