In today’s fast-paced business environment, where audio-visual systems serve as the backbone of communication and collaboration, ensuring their reliability and performance is paramount.
At Fluid AV, we recognise the challenges businesses face when it comes to maintaining and optimising your AV infrastructure. That’s why we’re dedicated to offering comprehensive Service Level Agreements (SLAs) designed to deliver unparalleled support and peace of mind.
7 Benefits of AV Service Level Agreements (SLAs)
1. Minimise Downtime
One of the main benefits of SLAs is the assurance of minimal downtime. With proactive monitoring and preventive maintenance included in our Gold and Silver SLA packages, potential issues are identified and addressed before they escalate into major disruptions, ensuring uninterrupted operation of your AV systems.
2. Priority Support
All clients with an SLA receive priority access to our technical support team, guaranteeing prompt assistance whenever issues arise. Whether it’s troubleshooting over the phone or dispatching a Technician for on-site assistance, our priority support ensures swift resolution to keep your AV systems running smoothly.
3. Cost Savings
By investing in an SLA for your audio-visual system, you can avoid costly repairs and reduce the likelihood of unexpected downtime. If Fluid AV has installed the system, an added benefit of having an SLA with us is having Technicians on-hand who are already familiar with your system’s set-up, reducing the time required to diagnose faults, saving both time and money in the long run.
4. Tailored Solutions
Our Service Level Agreements are customisable to meet your unique needs. We offer three support levels, with the option to include ‘add-ons’, depending on the size and complexity of your system, and whether your AV system is critical to the operation of your business. If you want basic support for a small office setup or comprehensive coverage for a complex AV network spanning multiple locations, we have options to suit your requirements and budget.
5. Enhanced Performance
Regular maintenance and optimisation is included in our Gold and Silver Service Level Agreements, ensuring your audio-visual systems perform at peak efficiency. By keeping hardware and software up to date and addressing potential issues proactively, we maximise the lifespan and performance of your equipment.
6. Predictable Budgeting
With fixed annual fees, Fluid AV Service Level Agreements provide you with predictable budgeting and cost management. By knowing exactly what to expect in terms of support and maintenance expenses, you can allocate resources more effectively and avoid unexpected financial burdens.
7. Peace of Mind
Perhaps the most valuable benefit of all, our SLAs offer peace of mind to business owners and stakeholders. With the knowledge that your AV system is backed by a comprehensive support agreement, you can focus on core business activities without worrying about technical glitches or downtime.
Examples of Fluid AV Service Level Agreements in Action
• Multinational Corporation
Problem: Client was experiencing frequent disruptions to their networked video conferencing systems, impacting communication and productivity.
Solution: By implementing a Gold Level SLA with Fluid AV, proactive maintenance and priority call-out support were provided, reducing downtime, and ensuring seamless collaboration across geographically dispersed teams.
• Small Business
Problem: Client struggled with intermittent audio issues during client presentations, leading to frustration and embarrassment.
Solution: With a Bronze Level SLA in place, the business gained access to remote diagnostics and on-demand support, resolving issues quickly and maintaining professionalism in client interactions.
AV Service Level Agreements – Frequently Asked Questions (FAQs)
What is included in a Service Level Agreement (SLA)?
SLAs typically outline the level of support, response times, preventive maintenance, and other services provided by Fluid AV. Find out more about what each tier of support our AV SLAs provide.
How do SLAs benefit my business?
SLAs help minimise downtime and enhance AV system performance by providing priority support from technical experts, whilst also offering cost savings, predictable budgeting, and delivering peace of mind.
Are SLAs customisable to suit my business needs?
Yes, we offer three SLA tiers as standard (Bronze, Silver – the most popular offering, and Gold). However, we can provide a bespoke SLA to meet your specific needs and budget.
Can I upgrade or downgrade my SLA tier if my needs change?
Yes, most SLAs are implemented for a three-year term, with fees paid annually. We offer the flexibility to adjust your SLA based on your evolving business needs.
You can move up SLA tiers at any time during your contract term, with the additional cost invoiced pro rata for the current year and the service level increasing immediately. The price increase will then take effect in full for any remaining years.
You can also move down SLA tiers at any time during your contract term. Your current SLA service and fee will remain in place for the current year, with the new service level and reduced fee taking effect in full for any remaining years.
How do I know if an SLA is right for my business?
Consider factors such as:
• The criticality of your audio-visual systems to business operations.
• How much downtime your business could afford to have.
• The frustration your employees may experience if AV systems are not operational.
• The resulting unproductive time your business may experience if AV systems are not operational and/or how much time would be lost if employees tried to fix faults.
• Your budget for AV system maintenance, upgrades, and callouts.
• If AV systems going down would negatively impact your reputation with customers/clients.
When we install a new AV system, we offer all clients the option of a Service Level Agreement at a discounted rate for three months. Clients can still benefit from an SLA after the initial three month period, but the discounted rate will no longer apply.
We can also provide SLA packages for AV systems installed by other suppliers, or for older legacy systems. However, pricing is on a system-by-system basis based on factors such as equipment age, quality of install, and suitability for ongoing maintenance.
