System Maintenance & Support

TLC Maintenance & Support Agreements

We understand that purchasing an AV or security system for your organization can be a sizable investment. That’s why we believe that maintenance is essential to keeping everything running as it should and the key to getting the best return on your original investment. A manufacturer’s warranty is critical, but you should know that manufacturer warranties are only good for “depot service.” This means they don’t cover ANY onsite or remote support including troubleshooting, dismounting and re-mounting malfunctioning equipment, consumable (e.g. lamp) changes, or manufacturer-recommended routine equipment maintenance.

Choose one our Technology-Loving Care (TLC) Agreements, and let LightWerks worry about your AV and security system maintenance for you, so that you can continue doing business as usual. Our certified Support Technicians will keep you covered with preventive maintenance visits and emergency response, increasing the lifespan of your systems and eliminating the stress and cost of unnecessary down-time.

Depending on your choice of agreements, our support can include:

QUALIFIED ON-SITE SUPPORT: Our certified, friendly Support Technicians can provide on-site support if, when, and where you need it.
REMOTE SYSTEM MONITORING AND NOTIFICATION: We can allow remote monitoring by LightWerks Support personnel, your own team, or both. Learn of system issues within minutes…usually before your end-user discovers it, so you can move from RE-active to PRO-active system support.
REMOTE ISSUE TROUBLE-SHOOTING, RESOLUTION, AND ESCALATION: Once we are alerted to a problem, we can route the incident to the best LightWerks Technicians who can trouble-shoot and resolve your problem remotely, allowing us to provide faster, lower-cost support. And when we can’t resolve a problem, we will be ready to roll a truck.
ALWAYS-ON, CLOUD-BASED MANAGEMENT PLATFORM: Leverage the power of the cloud to monitor system performance from across the hall, across campus, or across the country. No need to install any software on your servers.
SOLID SECURITY: Our monitoring approach is designed to provide the minimum footprint in your system with a maximum level of security. Our team can engage with your cyber-security personnel to explain exactly how our approach works.
QUARTERLY SYSTEM STATUS REPORTING: Our reporting engine can provide numerous reports – upon request or on a scheduled basis – including outages, personnel reaction times, and more.

So now you know what AV Maintenance & Support services we can offer. See below and choose the LightWerks TLC Support Plan that is right for you:

DIY TLC
^$100 _{per month}
- Starting at $100/month plus a $650 one-time set-up fee
- An always-on, cloud-based management platform
- System installation, turn-up, and hosting/maintenance
- Automated notifications of system issues
- AV system monitoring by your own support personnel
- Incident resolution by your team or by LightWerks personnel using a “traditional” TLC option
Get Quote
Purchase
Assisted Managed TLC
^$135 _{per month}
- Starting at $135/month plus a $650 one-time set-up fee
- An always-on, cloud-based management platform
- System installation, turn-up, and hosting/maintenance
- Automated notifications of system issues
- AV system monitoring by your own support personnel
- Incident resolution by your team or by LightWerks personnel using a “traditional” TLC option
- AV system monitoring by LightWerks support personnel
- LightWerks communication and coordination of monitored support events
- Quarterly reporting of system incidents
- 5% discount toward the purchase of additional TLC services (see Traditional Support)
Get Quote
Purchase
Recommended
Complete Managed TLC
^$225 _{per month}
- Starting at $225/month plus a $650 one-time set-up fee
- An always-on, cloud-based management platform
- System installation, turn-up, and hosting/maintenance
- Automated notifications of system issues
- AV system monitoring by your own support personnel
- Incident resolution by your team or by LightWerks personnel, whichever you prefer
- AV system monitoring by LightWerks support personnel
- LightWerks communication and coordination of monitored support events
- Quarterly reporting of system incidents
- 5% discount toward the purchase or rental of required repair parts and equipment
- On-site resolution of all incidents that cannot be resolved remotely
- Up to four annual man-hours of preventive maintenance, meeting support, training, minor installation services, or programming tweaks
- Quarterly meetings with Support and/or Sales personnel to review performance metrics, quality of support, etc.
Get Quote
Purchase
Traditional Support
^$125 _{per hour}
- Prices start at $125/hour and vary depending on volume
- Purchase pre-paid buckets of hours for use any way you want
- Individual field calls starting at $345/incident
- Work with us to develop a CUSTOM support plan tailored to your individual needs
Get Quote
Purchase

* On-site services only available within a reasonable distance from the nearest LightWerks office. Other terms and conditions subject to change without notice.

* For a full list of terms and conditions go to ‘Terms and Conditions’.