Services - ONE CALL Service
Our mission is to make sure the technology does not get in the way of your meeting. We are here to assist you any time of the day or night.
Video Guidance provides not only the products, services and installation you need, but also the support you've come to expect. Our customer support includes pre-sale involvement, project management, turn-key installation, training, rollout assistance, maintenance packages and much more.
Pre-sale Involvement with Customers
At Video Guidance we take action at the get-go to ensure that your videoconferencing system meets your needs. This includes, but is not limited to, site surveys, network designs and equipment recommendations.
Project Management
Project management begins with a hand-over meeting with the entire team to discuss the timeline of the project and scope of the work and continues throughout your relationship with Video Guidance. This service assures that every detail of installation and implementation are covered for a smooth transition to video.
Installation
Video Guidance provides turn-key installation from network ordering to training the end-users. This ensures that each system is installed properly to utilize all functions.
Maintenance Packages
Each customer has the opportunity to purchase a maintenance package through Video Guidance. Our Maintenance program offers:
- Experienced and certified technical support
- Industry updates and new software releases
- Spare by air: replacement products to get you up & running the next day
- Standard & customized training services
Video Guidance Help Desk
The help desk is open throughout business hours plus on-call technicians are available 24 hours a day, 7 days a week. Our technicians have a minimum of 4 years videoconferencing experience, a focus on the industry and are certified engineers with Polycom, Tandberg, PictureTel and Vtel.
Training
At Video Guidance training is standard with all maintenance contracts; as we see it training is the most important part of making implementation successful. Therefore, we provide both standard training and customized training sessions based on the customer's needs. Customers without maintenance may purchase either a standard or customized training session.
Network Ordering and Support
To ensure that the installation of your videoconferencing equipment is successful from day one, Video Guidance includes network ordering and support services as a part of the ONE CALL service program. Our experienced team will be able to minimize any delays and assist in the installation of videoconferencing network. After the installation is complete, Video Guidance will be available for troubleshooting any network issues that arise during the term of your ONE CALL service agreement.
Operations Customization
For customers who need extra support, we provide an on-site Conferencing Specialist to help coordinate videoconferences as well as promote usage and troubleshoot issues.
Rollout Assistance
Video Guidance can be there to help coordinate roll out events, develop marketing campaigns or work with the travel department and/or upper management to create a roll out strategy.
Service Level Agreement
- Help desk calls will be answered within 2 minutes.
- Help desk is available 7 days a week, 24 hours a day and 365 days a year.
*Help desk is staffed from 8:00 AM CST to 5:00 PM CST
*After hours calls are routed directly to an on-call technician.
- If a technician is not available to answer your question, your information will be taken and a technician will return your call within one hour.
- Videoconferencing codec equipment replacements will be shipped out by 4:00 PM CST and will arrive at customer location within 24 hours.
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