Lightware

Investing in an AV maintenance contract ensures that your AV systems remain fully operational with minimal downtime, giving you peace of mind that your technology estate will function seamlessly. This allows your teams to stay productive and focused on their business objectives, without the worry of disruptions or technical issues. With Cinos’ proactive support, you benefit from immediate access to technical expertise, ongoing system optimisation, and long-term value from your technology investments.

Since our inception, Cinos has been trusted to maintain audio visual estates for organisations of all sizes, including those where AV systems are business critical. We combine a proven track record with a personalised and comprehensive approach, guided by ITIL-aligned processes. Each client benefits from a dedicated Service Manager, 24/7 access to technical support, and a focus on first-contact resolution, ensuring prompt and effective solutions. Our global presence, proactive monitoring, customer success practices, and fully in-house team guarantee a consistent, high-quality service tailored to your unique requirements.

Cinos will build a support contract that aligns with your specific business requirements. Our services include dedicated full-time onsite employees, access to our 24x7x365 specialist service desk for remote support, and onsite engineer assistance within four hours, Monday to Friday, when necessary. We work with your local teams to ensure access to high-demand areas, liaise with third-party providers, and test new software or firmware updates before applying them to your systems. This approach ensures minimal disruption and optimal performance across your AV estate.

Absolutely. From the outset, we create a comprehensive Service Definition Document that outlines your maintenance contract in detail. We provide clear SLAs across our range of maintenance services ensuring clear expectations and performance standards are established. This guarantees that your AV systems receive the support they need, with specific targets for response and resolution times tailored to your requirements.

While providing replacement equipment is not guaranteed as standard, Cinos will always explore alternative solutions to minimise disruption during repairs. If spares have been specified as part of your contract, we can supply a suitable loan replacement to ensure your operations continue smoothly while the necessary repairs are carried out.

Yes, warranty management is included and will be detailed in your Service Definition Document. All new equipment supplied by Cinos comes with a minimum 12-month manufacturer warranty. If the manufacturer’s warranty extends beyond this period, Cinos takes full responsibility for managing the warranty throughout the duration of your maintenance contract. All product warranty processes, administration, and pre-registration activities will be completed by Cinos on your behalf.

Yes, as part of your maintenance contract and agreed SLAs, Cinos can provide emergency onsite support for critical situations where immediate action is required. We have extensive experience working with organisations such as emergency services, so we understand the urgency and need for a rapid response. In emergency cases, such as sudden performance degradation or critical failures, our team follows an expedited process to manage changes quickly, while maintaining the same high standards of control and rigour as our standard procedures. These emergency changes are fast-tracked for impact assessment and escalated for rapid approval to minimise downtime and restore system functionality as quickly as possible.

Early Life Support (ELS) is a critical phase following the deployment of new AV systems, designed to ensure a smooth transition. During this period, Cinos engineers are onsite to monitor performance and swiftly resolve any issues that may arise. ELS also focuses on user adoption, with our team providing hands-on training, user guides, and manuals to ensure your staff can effectively use the new technology, minimising frustrations and maximising productivity.

Cinos promotes sustainability by extending the lifespan of your AV equipment through regular maintenance, reducing the need for frequent replacements and minimising electronic waste. We also help optimise energy efficiency by enabling ECO modes and automatic power-down features, supporting your organisation’s environmental goals.

Preventative maintenance is a proactive service designed to keep your AV systems running smoothly, extend their lifespan, and minimise downtime. Cinos offers a thorough preventative maintenance programme, where our expert engineers conduct detailed inspections of your equipment at a component level. We check that all connections are secure, clean equipment to prevent dust and debris build-up, and apply any necessary software and firmware updates. This helps reduce the likelihood of unexpected failures and costly repairs, ensuring your AV systems remain optimised and fully operational.