As Crestron systems age and new technologies emerge it’s often necessary to update a system. In addition, AV systems are constantly evolving as new media devices are added or swapped for older gear. In addition, AVPA has taken a more active role in the design of AV systems, providing advice regarding Crestron control system functionality and assisting with general system design. As a Crestron Certified Solutions Provider and a Certified Crestron Digital Media Designer and Engineer, our services often include more than just the actual programming of a system.
In recent years we’ve seen a consistent increase in the number of design support and system maintenance requests. In fact, nearly 25% of the projects we complete each year are support-related. This includes non-warranty work on existing systems. These requests are usually small but they often require quick attention.
To better accommodate support and maintenance requests we’ve developed a proactive solution following the well-established practice of support contracts. Support contracts are not necessary for warranty work. As always, AVPA stands behind our work. If a warranty issue arises we will take care of it at no charge. Outstanding customer support is a pillar of the AVPA brand and support contracts streamline the process by reducing the creation of repetitive paperwork that you have to approve. The result is a faster response to your needs and flexible billing.
What does a support contract cover?
Support contracts apply to work performed that isn’t part of an ongoing or open project. Support contracts make maintenance and support requests easy to manage and without the delay of contract creation and approval. Common support items include:
- Answers to Crestron technical questions and design support
- Maintenance updates like swapping devices, changing presets, etc.
- Adding small functionality integrations to a system
- Supporting customers on product knowledge, troubleshooting and integration issues
Support can be provided a number of ways and we usually use the most efficient method available depending on the system location and connectivity. We provide support remotely, via telephone or on-site.
What are the benefits of having a support contract?
- Faster response and turn-around
- Priority support
- Reduced administrative efforts (less paperwork for each service request)
- Flexible billing – we provide service on-demand and bill you at the end of the month. And there are no monthly minimums. If you don’t request support, you won’t receive a bill.
- Dealers and integrators can bill their customers however they see fit
- On-demand services available as needed
Support contracts are setup on a yearly basis and billed monthly. You make a request; we provide support on an hourly basis and bill you at the end of the month.
Why is a Support Contract Necessary?
Although support contracts aren’t mandatory, it’s wise to have one in place before you need it. Support contracts are an extension of the premier service we provide and another way we maintain loyalty to existing customers. Your support and maintenance requests will be given top priority. That means fast response time so you get the service you need now, and we bill you later.
What if I choose not to establish a support contract?
If you choose not to take advantage of a support contract we will still provide you with the support AVPA has been known for since 2001. Each time you make a request we’ll need approval on a work order and hourly minimums may apply.
Can I wait until I need something and then establish a support contract?
Yes you can. However, we can’t start working on your problem until the contract is signed and your support contract is set up. So we recommend establishing your support contract as soon as possible. It has certainly proven useful to have a contract in place ahead of time. And since you aren’t charged until work is completed, there’s no risk or liability in having a contract in place early.
How does pricing work for support contracts?
It’s simple. Contracts are established on an annual basis, and there’s no setup fees. As you request support we simply track the hours and bill you at the end of the month.
