Service And Support

ET Group is focused on servicing the needs of companies that use collaboration technologies for everyday business communication.

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    Services

    ET Group provides dedicated professional services from the discover stage through to the user adoption stage in order to ensure that clients receive the full benefits of their solution. Our professional services included technology consulting, systems engineering/design, integration, support, training and End User Adoption.

    Support

    When you have invested in a deployment of technology, you need to know that you can rely on someone to service and maintain that investment. ET Group offers two guaranteed service level package options: Silver and Platinum We also offer on demand Time & Material service calls as well as custom packages.  

    Service Offerings at a Glance

    Service Type Warranty On-Demand Silver Platinum
    Unlimited Telephone Support  ✓  ✓  ✓
    Bilingual Helpdesk Response Monday-Friday 8am-6pm EST  ✓  ✓  ✓
    Helpdesk Response Within 48 hours Within 48 hours Within 1 hours Within 15 minutes
    Incident Escalation Management  ✓  ✓
    Remote Diagnostics Support  ✓  ✓
    Onsite Technical Response 5+ Business Days 5+ Business Days Chargeable Guaranteed Within 72 Hours Guaranteed Within 24 Hours
    Asset/Configuration Management  ✓  ✓
    Service Account Management  ✓
    Software Upgrades Fee based Fee based  ✓
    Quarterly Incident Report Fee based  ✓
    Loaner Equipment Fee based  ✓
    Projector Bulb Replacement Fee based Fee based  ✓

    Support Services:

    Full Coverage Replacement of Commercial Warranty Equipment

    ET Group covers the labour costs on all support services required for the locations and equipment. Manufacturers warranties do not provide any guarantee for parts availability and/or repair timeframes. To minimize downtime experienced by faulty commercial warranty equipment, ET Group provides Full Coverage replacement.

    Bilingual Helpdesk Support by Email/Telephone Monday to Friday 8am to 6pm EST

    ET Group’s Service and Support has a dedicated Bilingual Helpdesk, reachable Monday to Friday 8am to 6pm EST via Telephone and Email. The Helpdesk will provide first level troubleshooting and remote diagnostics before dispatching a technician to try and minimize downtime of the system.

    Guaranteed Helpdesk Response

    ET Group will guarantee a response time from the Helpdesk for each incident within 48 hours, 1 hour or 15 minutes Monday to Friday 8am to 6pm depending on your package.

    Onsite Support

    ET Group will dispatch a technician onsite within 5 business days, 72 hours or 24 hours of a reported incident when required depending on your package. Our team consists of dedicated AV/VC service technicians trained and certified in the technologies we support. All dispatch, onsite activities and incident resolutions are tracked in our incident management system and reviewed by our service and support manager to ensure complete client satisfaction.

    Asset/Configuration Management

    Configuration and Asset management is fundamental to developing a comprehensive inventory of our clients AV/VC components. Our ERP system is a structured database that not only includes equipment that we have sold but also incorporates existing equipment inventory. Warranty information is captured against each piece of equipment for early detection of warranty end dates.

    Detailed Incident Report

    ET Group utilizes an ERP system to manage all service and support incidents. ET Group will provide a quarterly report that details all service requests within the quarterly period, telephone response, onsite service response, problem description and resolution.

    Preventative Maintenance

    ET Group will dispatch a technician onsite annually to assess the health of your AV/VC equipment. The preventative maintenance visit includes testing the complete functionality of the system. The technician will perform a general cleanup of the installation and ensure that all patches and fixes are applied where deemed necessary. A report will be provided identifying remediation activities that may be required to ensure the longevity of your AV/VC equipment.

    Software/Firmware Updates

    ET Group will review and install software/firmware updates as required to maintain functionality and upgrade as deemed necessary.

    Service Account Management

    ET Group service management/problem management is a pre-emptive service to review the number of incidents associated with a specific component. Failure rates can be identified to ensure that these components are identified in our Health Check Services and/or alert you to their impending failure.

    Projector Bulb Replacement

    ET Group as an added benefit will provide all labour for the replacement of projector bulbs. Projector bulbs are a consumable product and are billable however any labour associated with the removal and installation is included.