Service agreements
Rockbrook Engineering have been delivering successful SLA’s to corporate clients, visitor experience centres and heritage attractions for many years and feel the importance of a tailored Service Level Agreement should not be underestimated. Embedded SLA’s are designed to ensure that your brand’s audio visual assests are proactively maintained to the highest operational standards. SLA’s unlike warranty will actively identify and remove operational and system issues to ensure the smooth running of your visitor experience.
Experience has shown us that once a preventative SLA system is put in place and correctly followed there is a reduction in emergency situations which has a direct impact on customer experience. Rockbrook AV currently supply service level agreements in many forms from basic preventative maintenance and callout response to fully managed site solutions for some of the largest and most critical systems in the country.
SERVICE AWARDS:
Our Service Level Agreements in place with Diageo and the Dublin Airport Authority (DAA) were recently independently audited and were deemed to of have achieved world class performance.
key benefits of our Service Agreements
Dedicated service
Our dedicated call center operates 24hrs a day 365 days a year ensuring you can reach us anytime.
Remote access
We have the capability to remotely access systems via VPN and have you speaking to an engineer in 15 mins.
Site visits
If the problem is serious enough to require a visit from our engineering team we will be on site within 2 hours.
Critical support
We can offer support to your on site maintenance personnel from the control system and software down to the equipment.
Error logging
Real time logging of errors and fixes with comprehensive error reporting and call tracking software.
Reporting
We generate and deliver real time reports for the client on any incidents that require an intervention by our engineers.