VideoCentric is proud to support its own customers directly, with a variety of support packages tailored to suit the needs of each customer, and with engineers who are experienced and fully accredited with all the major manufacturers.

VideoCentric maintenance services gives you full access to:

• The most comprehensive service available in the UK
• The most highly experienced technical team in the UK
• The highest level of support available in the UK
• The lowest cost of services when compared like-for-like in the UK

Seven Levels of Service

Not every customer has the same equipment, the same budget nor the same requirements for those times when something goes wrong. Therefore, seven levels of service have been carefully put together to ensure a suitable maintenance level is available for all our customers. For example:

Our most basic maintenance level (Bronze) simply comprises telephone support, software patches and a return-to-base policy for faulty hardware.

Our standard maintenance level (Gold) is specifically designed to be suitable for the majority of video conferencing, telepresence and network infrastructure customers, and includes 4 hour fault diagnosis, next day shipment of replacement parts and refresher training.

Our highest level (Diamond), the highest available in the UK, is designed for mission critical situations such as in healthcare, judical/legal and some blue light services, or those where downtime of visual communications can impact operations in the organisation. With 24 x 7 options and pre-configured spares held by expert engineers with an understanding of the customer site, our Diamond level maintenance service offers.

Our other maintenance levels, Silver, Gold (In Flight), Platinum and Platinum-Plus offer various levels inbetween the above, of support for software, fault diagnosis, replacement parts, remote and on-site engineers and even for international customers or those with credit difficulties.

To find out more about what is available from VideoCentric regarding maintenance of your video conferencing equipment and video network infrastructure, please contact VideoCentric.

Telephone Support includes:

General Advice
Delivery & Shipping
Features & Functionality Queries
Connecting Accessories
User difficulties

Technical Support includes:

Hardware Fault Reporting
System Configuration Issues
Network & Firewall Configuration
MultiPoint & ISDN Gateway Configuration

Video dial-in test facility (not inclusive)

24x7 auto answer feature for testing connectivity
Polycom interoperability (SD, 4CIF, 720P, 1080P)
Cisco (formerly Tandberg) interoperability (SD, 720P, 1080P)
Lifesize interoperability (720P, 1080P)
VCON interoperability (SD, 4CIF)
Aethra interoperability (720P, 1080P)
Sony interoperability (720P, 1080i)
RADVision interoperability
Codian interoperability
Vidyo Interoperability
AverMedia (AverComm) interoperability

Remote refresher training includes:

General usage
Advanced features
MultiPoint & Data Sharing
Utilises remote interactive whiteboarding via the chosen VC system