Vega is committed to the long-term welfare of its customers’ technology investments. Therefore, all Vega implementations can be wrapped with a cost-effective Vega Maintenance & Support program to meet your individual needs and protect your ROI.
Nobody wants or intends for their AV/VC system to fail. However it is sensible to acknowledge that like any technology, video and audiovisual systems may become faulty; either in their own right, or as a result of external influences. Likewise, it is sensible to acknowledge that it requires skilled and experienced engineers to properly resolve issues. Relying on your own personnel to identify and fix a fault can often cause more or wider damage – certainly a “false economy”
Vega’s Maintenance & Support Services include:
- International Helpdesk (with follow-the-sun/pass-the-baton capability).
- Remote support via telephone, email and remote-access toolsets.
- Call-out / on-site engineering support services.
- Support ticket management and service-tier escalation.
- RMA and vendor-warranty management.
- SLA governance for Response | Remote | On-site | Work-around | Fix.
Our engineering team will monitor and maintain the system throughout its lifetime, to guarantee a consistent and reliable user experience.
Vega’s Support Centre provides a single point of contact for clients to raise a request for repair, maintenance and support of audiovisual and video conference systems. The Support Centre operates 8 hours, 5 days a week and has a guaranteed response time of 4 hours. The office hours are from 9:00am to 6:00pm Mondays to Fridays (except public holidays).
The Support Centre can be reachable via telephone or email. All service requests go through a “Fault Escalation Qualifier” to determine whether the fault shall be transitioned to a Call-Out Engineering service. In the case where it is not practical or possible for the first-responder to undertake a repair, a backfield Call-Out Engineer shall travel to the requested site within the stated service level. All qualified escalations will be call logged, and registered within the Ticket System.
The maintenance and support procedures are standardized and well defined to ensure that all support requests within the Asia Pacific Region are handled consistently, effectively, and reliably. All support request and faults are logged, processed and resolved in accordance with the client service level agreement (SLA). All resolved defects are also incorporated into our internal knowledge base to minimize turnaround times for future similar incidents. Typically, the on-site maintenance and remote support services are provided for an unlimited number of times during the subscription period.
Vega also provides an Emergency Escalated Support Service, in which support can be provided with our stand-by Call-out Engineer and spare equipment stocked at either our Japan, Singapore or Hong Kong office. In the system failure is at a remote location, our Service Desk will gather as much detail as possible, troubleshooting the request by using a systematic process to identify the nature of the problem, narrowing down the potential issues and determine which part of the system is malfunctioning. Thorough reports will be given to our Call-out Engineers, bringing the suitable equipment and tools to perform repair and restoration process. Service Desks can provide up-to-date status reports during the repair process, and detailed incident reports will be provided if the failure has affected the end user.
Our consultants will meet with you periodically to review both the system performance and the changing needs of the organization.
For more information and immediate assistance, call us on: +81(0)3 4578-3400
send us a message via the contact form below. We look forward to responding to any questions or comments you may have.