Support

Serity provides ongoing support and maintenance packages tailored to suit the varying needs of our clients. Ongoing monitoring and support of your organisations’ AV and media needs will guarantee minimal downtime, higher levels of staff engagement and maximum productivity, resulting in a larger return on investment.

We have a team of experienced and highly skilled service engineers to produce comprehensive systems, manage product lifecycles, create and deliver training programs and provide unparalleled problem solving and support. At Serity, we are committed to delivering the best possible customer service to ensure we always produce solutions that exceed our clients’ expectations.

Our help desk is comprised of a team of qualified service engineers in-house that can help resolve issues online or over the phone. Our rapid break-fix service will ensure we resolve your organisations’ technical issues as quickly as possible, or talk you through possible temporary solutions until a technician can arrange a site visit.

All issues are logged in our ticketing system to provide complete transparency and saves your records for future analysis should you experience any ongoing issues. Once you have registered with our system, you have access to the help desk portal so you can view the status of any open tickets and also any historic information regarding your AV and media.

Our 1800 SERITY help desk is available during business hours, but tailored packages can be arranged for 24/7 support.

Our 24/7 monitoring and remote system management service allows us to monitor your systems and diagnose potential issues remotely, behind-the-scenes. We combine tailored planning,
prevention and protection strategies to keep your business running efficiently at all times.
This preventative maintenance style program has been designed to reduce downtime by identifying and repairing potential issues before they become a larger problem which may require more resources and a higher expense.

This service also allows us to take care of your ongoing programming, licencing and version management, as well as ad hoc tech management such as digital signage and information board artwork and operation. 

Our on-site concierge service offers an exclusive opportunity for us to regularly physically analyse your products and systems in their current environment. Should you experience a technical problem that cannot be resolved over the phone our technical engineers can arrange an appointment for the next business day. We can also arrange consistant quarterly maintenance visits for firmware upgrades and software updates, warranty facilitation and repair management, rectification of installation defects and general wellness checks and maintenance.

Our experienced concierge team can also facilitate inclusive on-site training for your employees and stakeholders to ensure your technology is at optimal efficiency, and help your team understand best operation techniques. Take advantage of our skilled service engineers by learning how to best use your AV and multimedia systems and how to future proof your products and systems.

At Serity we pride ourselves on providing customised solutions for our clients so they only pay for what they need. A tailored support package allows for the correct level of service and support that each room or premises requires. To determine the best support package for your business, we complete a complimentary analysis of the age and complexity of the equipment and systems, the nature of the space and activities performed in that space.