Maintenance & Support
Excel AV prides itself on customer service and after sales support. Whilst we always strive to design robust and reliable solutions in accordance with Secure by Design (SbD) principles, we understand the lack of operability is not viable. We develop systems for each unique and specific deployment that are fault tolerant and highly available, able to operate despite a failure or malfunction, with minimal to no downtime.
Each support agreement is tailored to a particular deployment, or operational requirement to ensure response times and performance monitoring are commensurate with the service levels required. Excel AV services are underpinned by Service Level Agreements (SLAs) determined during the design phases.
Excel AV provides unlimited help desk support during normal office house, with a variety of methods of logging support tickets, including by telephone, e-mail or on-line depending on preference and urgency. Support agreements can be tailored to meet the operational needs of the user community with remote support and engineer callouts included as standard.
Our experienced engineers go above and beyond to minimise disruption to client users, with support agreements including preventative maintenance visits to complete a health check of system components. This service has proven to proactively reduce the likelihood of faults by identifying potential issues before performance is impacted. Unplanned maintenance tasks can be addressed according to operational tempo and availability in a timely manner.
Our Delivery Team Security Lead ensure through life assurance is provided, adhering to strict Government security directives, risk assessment, chairing of Security Working Groups and obtaining the necessary authority for system usage in accordance with SbD.
