Service & Support
At the core of all Orion Support contracts are both pro-active and reactive elements to reduce the risk to your business.
Pro-active – Regular maintenance checks will reduce risk to your business by revealing any impending issues and providing a fix before they cause a loss of service
Re-active – If your technology fails our rapid response service will minimise downtime
Flexible packages to suit all budgets
Our core bronze, silver and gold packages come with a choice of same day or next day reactive response, and half yearly or quarterly proactive maintenance visits
All packages come with unlimited access to telephone support, ticket analysis and reporting, and regular service reviews.
Support packages can be pre-purchased as part of a fixed price bespoke contract to help control your budget, and a range of SLA’s are available to give you peace of mind in the event of a system outage.
Other services are available such as inventory audit and Major Event support see more…
Major event support
When an important presentation, meeting or event is scheduled Orion is happy to provide experienced Audio Visual experts on hand to relieve the pressure and be there to ensure a seamless, successful event
We can check your equipment serial numbers, and IT patching allowing you to update your asset inventory
User, administrator and technical sessions can be provided, bespoke to your specific system and level of training required. Courses will be accompanied by training materials and practical hands on sessions.
Help desk (9.00 -17.00 UK Time)
Access to Orion Audio Visual support desk for fault reporting is core to any service agreement with Orion Audio Visual
The help desk provides a central point of contact for all service and technical support issues, Service ticket management and response coordination.
A Unique ticket number is issued for job tracking.
Access to high-level technical support
Orion Audio Visual recognise that reducing downtime for meeting and video facilities is the highest priority of our customers, and so the primary goal of our service team is a timely response.
Many problems can be resolved after a few minutes talking to an experienced engineer, and those that cannot will benefit from a better understanding of the root cause, meaning that any further response can be properly qualified before action.
We guarantee to provide a technical response to any call to the help desk within 30 minutes.