MANAGED SUPPORT
Managing the technology lifecycle collaboratively
We believe in a service first approach. We have the platform, workflows, and technical expertise to deliver a successful proactive Service Support Program. We’re here to augment your team and take the stress out of AV support.
A comprehensive support strategy starts with coverage for the high-profile systems and ends with the huddle spaces. Boardrooms, Townhall Spaces, Classrooms, and Operation Centres systems are integrated and complex, requiring a vendor agnostic platform to deliver visibility. Teams Room, Zoom Room, Webex Room, and BYOD, we have the only platform you need to understand system health and the right action plan to restore uptime. Any system, any space. Give your business and Support Team the tools they need to be successful.
PROGRAM OVERVIEW
Every second matters
Centralized Asset Management
Be organized for action. We provide centralized asset management so that your team can access the AV system documentation and data needed in seconds to manage incidents.
Store schematics, programming code, room images, warranty information, and device data at the room level for easy access when it’s needed the most. Integrate with ServiceNow CMDB and deliver compliance.
PROACTIVE SUPPORT
Systems are integrated and uptime is based on how the system works, not the device status. We provide single pane visibility into system health across any system and proactively monitor the entire user experience (status, signal flow and sequences).
As part of the program, we empower your Service Desk with a Global Dashboard that provides a shared view into system health and the high priority items to deliver on SLA commitments.
Establishing the right architecture and remote access workflow is essential for timely support. Our Network Specialists will collaborate on the AV IT Network Topology and the right remote access workflow to ensure we can successfully deploy, monitor, and manage the different devices and traffic within the AV Network VLANs (Control, Audio/Dante, Video, and MTR Codec/Internet).
Our Care Team is ready to proactively respond and resolve issues before they impact a user. The assigned Care Specialist will monitor alerts and leverage the remote system access and troubleshooting process to address incidents on first contact. When incidents can’t be resolved remotely, our certified Field Engineering Team is prepared for on-site troubleshooting.
Our Analytics track Mean Time to Resolution, Alert History and Technology Usage to provide the insights needed to report on service performance, make investment decisions and continually improve together.
The program establishes the frequency for software, firmware or security updates, and equipment inspections to ensure uptime and a consistent user experience. Scheduled maintenance is a resource intensive exercise that requires scheduled downtime. Each scheduled maintenance is treated like a mini project with a planning window, definition of maintenance objectives which consider ticket history and deployment schedule and a post execution report we review together.
Augment your internal resources or manage vacation time with hitplay’s on-site Technical Resources. We are extension of your team provide day-to-day Technical Support and resources for important Events.
Flexible program options to align SLA to room priority
The program is divided into three primary components to deliver system uptime, effective management, and insights. Service management: asset management, incident response, and scheduled maintenance.
hitplay maintains the highest levels of Microsoft Teams, Zoom, Webex and Google Meet Room solution certifications to ensure successful deployments and on-going support.
KEY TECHNICAL CERTIFICATIONS
Why hitplay
User Centered Design
Technical Expertise
Proactive Support