Support 

Focused on the end user, Video Guidance’s Support services will increase visual communication productivity, reduce costs and improve efficiencies. Our services include warranty and maintenance programs, technical helpdesk support, end-user assistance, conference assistance and much more.

Support Contact Information:

To test your video system, use the above dial-in numbers to connect to Video Guidance's Lab Testing System.

VIDEO Guidance Tech Bulletins

With our on-going support for ONE CALL customers, Video Guidance periodically publishes a Tech Bulletin to keep customers apprised and educated of the latest manufacturer’s equipment (Cisco, Tandberg, Polycom & Lifesize) tech notes and software upgrades available.

Tech Bulletin:

Click here to see this month's Tech Bulletin

Our Support services:
Video Guidance delivers the highest level of support in the industry. Our Support Center is staffed with experienced and certified engineers that will help you 7 days a week, 24 hours a day with VG Connect and ONE CALL service programs.  

Support services include:

• Unlimited technical phone and email support
• Experienced and certified technical support
• Single support source for multiple manufacturers
• Online service portal
• Software releases, upgrades and version control
• Part replacement - next day replacement
• Interoperability testing
• Add/Move/Change management
• Network SLA monitoring
• Escalation management
• Standard and customizable remote training
• Customizable user training materials
• Customer reporting
• Quarterly/annual business reviews (optional)
• Onsite support (optional)
• Failover "cloud-based" services (optional)

Video Guidance Help Desk

Video Guidance makes sure our customers have reliable and immediate support 24 hours a day, 7 days a week in case of equipment and services malfunctions. Video Guidance technicians have years of videoconferencing experience and regularly complete certified training on industry technologies and trends. They are certified with Tandberg, Cisco, Polycom, Lifesize, VQ Communications, Vyopta, Extron, WolfVision and other top visual communications vendors.

Onsite Technical Support: Video Guidance engineers and technicians are available to come to you should your troubleshooting needs require an on-site resolution.

 

Onsite Management Support: Video Guidance offers additional flexible programs should your visual communications technology and applications require temporary or permanent onsite management support.

 

Online Client Access Support Portal:  Video Guidance’s support ticketing portal is an easy-to-use, secure tool that allows your company to gain access to submit, work, and review your support tickets. To log in to your support portal, click on the Support Portal Login and enter your username and password.    

 

Our Service Level Agreement

• 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.
• Help desk calls will be answered within 2 minutes.
• Help desk portal and email responses will be answered within 30 minutes.
• Equipment Replacement Program - Videoconferencing codec equipment replacements will be shipped by 4:00 PM CST and will arrive at the customer’s location within 24 hours.

Customer Satisfaction Survey

Video Guidance is committed to providing the highest-quality support services to all of our customers. From installation to training to service, we want to hear about your experience.

Please help us evaluate our performance through our customer surveys.  All information will only be used to improve our services in the future.  

Installation Survey – Evaluation of our implementation and project management services.

Training Survey – Evaluation of our Training Services.

Helpdesk Survey – Evaluation of our Helpdesk performance.