What Your AV Service Plan Should Include: Beyond Break-Fix Support

Not all AV service plans are created equal.

We meet many clients who have had problematic experiences. The tech was installed, the handover was done, and then… radio silence. However, for businesses relying on seamless collaboration, uninterrupted room uptime, and user confidence, support needs to extend beyond a phone number and a ticket system.

At CTI, we believe a good AV service plan should feel like an extension of your team. So, whether you’re reviewing your current setup or planning a new one, here’s what we think should be part of the conversation:

1. Regular AV Health Checks (Not Just When Something Breaks)

Waiting for something to go wrong before you call for help? That’s old news.

A solid service plan should include routine health checks — proactive visits that spot minor issues before they become big problems. From firmware updates and cabling checks to calibrating displays and testing audio clarity, these visits keep your tech performing at its best.

2. Onsite Support That’s Actually On Site

Remote help is great — until it’s not. There are times when you need someone physically in the room.

Your AV partner should offer onsite engineer support for those high-pressure moments: board meetings, live events, town halls. Even better? They should already be familiar with your setup and be ready to get hands-on when it matters most.

3. Reporting & Recommendations

Support shouldn’t just be reactive — it should help you make smarter decisions.

Your service plan should give you clear reports on usage, performance, and any recurring issues. But more than that, it should include recommendations on how to optimise your spaces, maximise your return on investment, and plan for future needs.

4. User Confidence & Ongoing Training

Even the best AV system falls flat if no one feels comfortable using it.

Look for a partner who includes top-up training, user guides, and even refresher sessions as part of their support. Because confident users = fewer issues, better experiences, and more ROI from your tech.

What We Offer at CTI

We’ve built our Service & Support plans around everything we wished clients had in place when we first met them. That means:

• Proactive health checks

• Onsite and remote support options

• Flexible SLAs tailored to your business

• Dedicated points of contact

• Real-world advice that helps you get the best out of your systems

If that sounds like the kind of support you wish you had, let’s talk.

Need a fresh pair of eyes on your current service setup?
We’re happy to review, advise, or have a conversation about what’s possible.