Elevate Your AV Systems with Lumicom Managed Services
In today’s digitally connected world, seamless communication is the backbone of any successful business. With the rise of remote work and global collaborations, audio-visual (AV) and video conferencing (VC) systems have become essential tools for keeping teams connected and productive. However, maintaining these complex systems requires expertise, quick troubleshooting, and consistent support to ensure zero downtime and smooth operation.
By choosing a Lumicom Managed Service Plan for your AV and video conferencing systems, you will have a dedicated team of professionals handling everything from regular maintenance and software updates to immediate technical support when issues arise. Our services will help your business avoid costly disruptions, allowing you to focus on core operations while we ensure your technology runs flawlessly.
Tailored Solutions to Fit Your Needs
Lumicom offers four tiers of Managed Service that can be customised to meet your AV maintenance needs. Our experienced consultants will work with you to develop a service plan that best suits your requirements and budget. With our Managed Service Plans, you’ll benefit from real time active monitoring, remote maintenance, and issue resolution. Often, we can identify and resolve problems before users even notice them.
Preventative maintenance ensures your AV installations are working at peak performance, while keeping your equipment up to date with essential software updates and security patches. Additionally, all Lumicom customers have access to an issue tracking service and document repository, ensuring you can keep track of essential system data.
Managed Services we Offer:
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On-Site Issue Resolution
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Preventative Maintenance
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Real time active Monitoring System and Reporting
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**24/7 Support Phone Line
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Online Reporting and Issue Tracking
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Manufacturer’s Maintenance and Software Licensing
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AV Consulting ServicesAV Consulting Services
** For support outside of business hours, please call and leave a detailed message. We will respond as soon as possible.
Comprehensive Coverage for Complex Solutions
The systems installed by Lumicom are highly technical solutions, often hidden behind a user-friendly interface. Managed Services are crucial to maintaining long-term usability and reliability. Lumicom’s Managed Services cover a wide range of customer requirements, from on-site support to online backups and software updates.
Our online support services are available 24/7, including issue creation, resolution tracking, documentation, schematics, and system backups. We also maintain detailed records of all equipment, such as MAC addresses, serial numbers, warranty statuses, and installation locations – information that is invaluable to both our clients and us.
Our Support Levels
- Platinum Level
Our highest tier, offering unlimited onsite and remote assistance, real time active monitoring, regular preventative maintenance, and immediate issue resolution. Service support will be prioritised as needed.
- Gold Level
Includes real time active monitoring, unlimited remote assistance, and onsite support tailored to your business needs. Twice-yearly preventative maintenance included.
- Silver Level
Offers real time active monitoring and unlimited remote support, with onsite support available on a pay-as-needed basis.
- Bronze Level
Offers real time active monitoring with remote and onsite support available on a pay-as-needed basis, suitable for businesses with minimal support needs.
Note: All service levels include third-party costs for software licensing, subscription services, and server hosting. These are rolled into a single invoice to minimise administrative overheads.
Customisable Services
All service levels can be customised to add specific services that suit your unique business requirements. Contact us to discuss a tailored plan for your AV systems.
| Managed Service | Platinum | Gold | Silver | Bronze |
|---|---|---|---|---|
| On-Site support provisions (per month)¹ | Unlimited | 2 | Charged per visit | Charged per visit |
| Issue Response Time | 4 hours | 4 hours | Same Day | Same Day |
| On-Site Time | Same Day | Next Day | Best possible | Best possible |
| Preventative Maintenance (per Year)¹ | 4 | 2 | Charged per visit | Charged per visit |
| Real time active monitoring | Yes | Yes | Yes | Yes |
| 24 Hours Phone Access⁴ | Yes | Yes | Yes | Yes |
| Online Reporting and Issue Tracking | Yes | Yes | Yes | Yes |
| Remote Support and Resolution | Unlimited | Unlimited | Unlimited | Charged per Issue |
| Manufacturers maintenance and software licensing | As required | As required | As required | As required |
| Online Subscription Services | As required | As required | As required | As required |
| Hosting and Cloud Services | As required | As required | As required | As required |
| AV Consulting Services | Yes | Yes | Yes | Reduced Rate |
| Customer Meeting and Review (per year)³ | 12 | 4 | Available | Available |
| Manufacturer's Warranty Support² | Yes | Yes | Yes | Yes |
| Out of Hours alerts and support³ | Yes | Available | Available | Available |
| Event Technical Support³ | Available | Available | Available | Available |
| Specialist Technical Services (Digital Signage, Nodel, Exterity, etc)³ | Yes | Available | Available | Available |
¹ Can be changed on request.
² Lumicom will provide oversight and management of manufacturer warranties including freight and administration
³ This can be added to any agreement. Quote provided for technical support as needed.
⁴ For support outside of business hours, please call and leave a detailed message. We will respond as soon as possible.
Additional Information and Custom Options
- Base Pricing: Starting at approximately $120 per month for active monitoring and support site access.
- Custom Room Support: Available upon request. The service management plan can be tailored to meet the client’s needs.
- Event Technical Support: Available upon request.
- On-Site Support Timing: Dependent on location and room availability.
- Client Meetings: Quarterly meetings for Gold, monthly for Platinum.
- On-Site Support (Silver): Sold in 40-hour blocks.
- No Minimum Call-Outs: Travel time from our office to the site will be charged one way (Sites located within 50 km of the Lumicom Footscray office are included. A round-trip charge will apply for those outside the 50 km radius).
- Out-of-Business Hours Support: Weekend support and any assistance outside of business hours (Monday to Friday, 08:30 to 17:30) will be charged at an out-of-hours rate for all service levels, except Platinum.
- On-site support rate: offer our Silver and Bronze customers special rate for onsite support service which is $150 per hour.
Note: Non-Contracted Customers: An admin/service fee of $190 will be charged upon job creation, plus travel and additional hours at $160 per hour.
Let’s Build Your Future Spaces Together
By opting for Lumicom Managed Services, you are not just purchasing support – you are investing in uninterrupted communication, enhanced productivity, and peace of mind, knowing your AV systems are in expert hands. Let us take care of the technical details so you can collaborate effectively without a hitch.