Services

Maintenance Services

CityIS' maintenance support packages provide clients with four levels of service offerings: Standard, Enhanced, Premium and Enterprise.

All packages include direct access via phone, email, web or video to our network operations centre. The help desk is manned by qualified engineers who are all manufacturer trained. Our dedicated, skilled 1st and 2nd line support team work proactively to ensure support issues are diagnosed and resolution is rapidly achieved.

We understand that every organisation has different technical support needs. By offering consistent product efficiency and the flexibility to choose the level of support you require, CityIS’ comprehensive support packages address your everyday maintenance requirements.

Standard Support

Access to help desk support
Manufacturer extended warranty¹
Options: Return to base or advanced replacement warranty

Enhanced Support

Features include STANDARD services, plus:

Minimum response time within 30 minutes
Reactive remote support and diagnostics
On-site technical support
Escalation management
Options: 4 or 8 hours on-site response time²

Premium Support

Features include STANDARD and ENHANCED services, plus:

Priority queuing
Return to base repair and/or replacement parts³

Enterprise Support

Features include STANDARD, ENHANCED and PREMIUM services, plus:

Minimum response time within 15 minutes
Advanced replacement or loan equipment³
Next business day guaranteed working solution

1. Applies to video conferencing equipment only.
2. Available for limited geographies.
3. Applies to preferred audio visual equipment only. Return to base repair includes service centre labour and parts. Time to repair varies by manufacturer. Shipping costs also included, UK mainland only.

Proactive Support Services

In addition to the support packages, CityIS also provide proactive support services including periodic support reviews, quarterly reporting and health checks.

Video Network Operations Centre (VNOC) Services

VNOC services provide remote reactive monitoring and maintenance of the entire video network. Our expertise in network and device monitoring and management improves reliability, quality and performance. Faster fault resolution improves the user experience and strengthens internal IT and technical resources.

Pay as you Go Support Services

A support voucher scheme is also available and is designed for customers that require a flexible and reactive approach to their video conferencing and audio visual support requirements. They can be redeemed for on-site technical support and can also be used for health checks.