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PSNI Global Alliance
Candeo Vision Smartcare+
Candeo Vision Smartcare+
Candeo Vision Smartcare+

Candeo Vision designed and installed Audio/Visual systems are as robust, reliable and intuitive to use as possible - so in the unlikely event you need some help or have a problem you can rely upon Candeo Vision's Smartcare service to get you back up and running quickly and with the minimum of stress and disruption to your business.

Our dedicated service desk telephone and email contacts can be reached 10 hours a day and onsite support is available UK wide in the event we can't help you remotely. We are proud of our support offering and do not limit it - If you have an AV system installed by others we can offer the same level of support and help.

In many cases prevention is better than a cure; to that end Candeo Vision Smartcare services include preventative maintenance visits as standard for Gold and Platinum packages.

Visual

Often the most common issues are simplest to solve by taking a step back from the complex technical setup and looking for more obvious issues. All cables, connectors and peripheral hardware items are checked and scored and appropriate action is taken or recommended.

Usage

All audio visual equipment carries a manufacturer approved service life. In some cases equipment will also require replacement consumable parts, such as projector lamps. It is important to track the remaining recommended operational life to minimise downtime.

Software

Almost every item of electronic hardware operates to parameters set by technician configurable software. In some cases this need not be changed during the service life of the equipment but in other cases, such as telepresence codecs or control systems, manufacturers will release updated versions bringing improved reliability and enhanced features.

Operation

Referring to and applying room specific information, every operation of the equipment is rigorously and logically checked and recorded. It is important that the equipment not merely functions but functions well and to the same standard as when newly installed.

Smartcare+ support services are available in the following grades and if required we can tailor a bespoke offering to suit your exact requirements:
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  • Silver
    Gold
    Platinum

  • Unlimited telephone/email support – Monday to Friday 0800 - 1800
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  • Unlimited video support – Monday to Friday 0800 – 1800
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  • Annual onsite healthcheck of all systems
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  • Bi-annual onsite healthcheck of all systems
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  • Quarterly onsite healthcheck of all systems
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  • Unlimited engineer callouts – 48hr onsite response
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  • Unlimited engineer callouts – next business day onsite response
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  • Unlimited engineer callouts - 4hr onsite response
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  • Liaison with manufacturer for warranty claims
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  • Loan equipment during RTB warranty claims
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  • Service review reporting and face-to-face meetings
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