Global Support

Global Support That Keeps Your Building Running

When your technology runs your business, downtime is not an option. Our Global Support service is designed for commercial environments that rely on AV, network infrastructure, security, and automation every day.

We provide proactive monitoring, rapid remote diagnostics, and structured service plans to keep your systems stable, secure, and performing at their best.

What Global Support Means

Global Support is our long-term care model for commercial technology systems. It is built around prevention-first servicing, fast fault resolution, and continuous improvement.

Whether you operate a single site or multiple locations, we help you protect performance and reduce disruption by identifying issues early, managing system health, and providing clear reporting and escalation paths.

Who It’s For

  • Corporate offices and boardrooms

  • Hospitality venues and event spaces

  • Education facilities and training environments

  • Retail and multi-site brands

  • Mixed-use and commercial developments

  • Property managers and facility teams

  • IT teams that want a specialist AV and automation escalation partner

What We Support

Our Global Support plans can cover:

  • Boardroom AV and video conferencing systems

  • Audio and video distribution

  • Digital signage and displays

  • Network infrastructure and Wi Fi

  • CCTV and recording platforms

  • Access control and intercom

  • Lighting control and shading systems

  • Building automation integrations (where applicable)

How Our Support Works

  1. Proactive Monitoring and Remote Access

    We securely monitor key systems and connectivity where required, allowing us to detect faults early and troubleshoot remotely before they become visible to users.

  2. Rapid Remote Diagnostics

    Many issues can be resolved without a site visit. We diagnose faults, restore services, and coordinate next steps quickly using structured triage.

  3. Preventative Maintenance

    We schedule periodic health checks, configuration reviews, and system optimisation. This reduces recurring issues and improves reliability over time.

  4. Security and Firmware Management

    We help manage firmware and software updates in a controlled way to minimise risk and maintain compatibility across integrated systems.

  5. Clear Reporting and Accountability

    You receive structured reporting on incidents, resolutions, recommendations, and overall system health. This supports budgeting and forward planning.

  6. Escalation and On-Site Support

    When an issue requires physical intervention, we coordinate on-site support with the right technician and the right parts, with minimal disruption.

Why Global Support Matters in Commercial Spaces

  • Reduced downtime and fewer recurring faults

  • Faster response when issues occur

  • Better meeting room reliability and user confidence

  • Improved system lifespan and performance

  • Stronger cybersecurity and updated discipline

  • A single point of accountability across integrated systems

Support Plan Structure (simple on-page summary)

We offer support tiers depending on your environment and criticality:

  • Essential Support: reactive support and scheduled servicing

  • Managed Support: proactive monitoring, health checks, reporting

  • Premium Support: multi-site support, priority response, deeper optimisation and lifecycle planning

FAQ

  • What is Global Support?

    Global Support is our ongoing service and maintenance program for commercial technology systems. It includes remote diagnostics, proactive monitoring (where required), preventative maintenance, reporting, and escalation support.

  • Do you offer 24 7 support?

    We can provide support hours aligned to your business operations, including extended coverage for critical environments. Availability depends on the support tier and agreed service level.

  • What systems can you support?

    Commercial AV, video conferencing, networks and Wi Fi, digital signage, CCTV, access control, lighting control, automation platforms, and integrated environments.

  • Can you support multi-site businesses?

    Yes. We regularly support businesses with multiple locations and standardise systems, support workflows, and reporting so your experience is consistent site to site.

  • How do you handle urgent faults?

    We use a structured triage process to diagnose quickly, restore services where possible, and escalate to on-site support when needed. Priority response is available on higher tiers.

  • Do you need remote access to support us?

    Remote access is recommended for faster resolution and proactive monitoring, but it is configured securely and only used under agreed policies. We can still provide support without it, with a different response capability.

  • Can you work with our internal IT team?

    Yes. We often operate as a specialist escalation point for AV and integrated systems, working alongside IT to align networks, security, and device management.

  • Do you provide reporting?

    Yes. We provide reporting on incidents, resolutions, recommendations, and system health. This helps with budgeting, lifecycle planning, and preventing repeat issues.

  • Do you offer preventative maintenance visits?

    Yes. Scheduled maintenance is typically part of managed tiers and is tailored to your system complexity and how mission-critical the environment is.