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What is TVT Care?

TVT Care is an ITIL modelled, bespoke support service for you Audio Visual estate. Covering all project sizes and scales, with custom degrees of service deliverables. Our continually developing Service Desk and internal structure allows you to have peace of mind and feel safe with the fact that we’re here for you in the event something goes wrong.

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Support Deliverables

Service Desk

Through the TVT Service Desk or via your dedicated TVT Care Plus service portal, you will have access to online resources and will be able to stay informed and up to date regarding your service request or fault ticket.

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Field Service Engineers

If a site visit is required, we have FSE (field service engineers) resources located in the North West, Yorkshire, the Midlands and London. We also have access to a vast network of registered and vetted freelance specialists.

This ensures all FSE’s can be in easy reach of the customers locations whilst maintaining the agreed response times and keeping our operational costs to a minimum, with that value passed to the customer.

Service Delivery Management

For all service contract related matters, you will be assigned a single point of contact. Your assigned Account Manager will be responsible for reporting overall contract performance and act as an interface for products and services provided by TV Technologies Limited.

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To ensure that we are consistently meeting and exceeding expectations, regular service review meetings will be held on-site in line with the agreed contract conditions. Typically held quarterly or subject to requirements, key performance indicators (KPI’s) and reporting will be reviewed and discussed.

Typical service review reporting and discussion points include:

  • Service requests
  • Ticket status & management
  • Scheduled KPI reporting (if contractually agreed)
  • Preventative maintenance reporting.
  • Fault Management System.
  • Incident occurrences & management
  • Escalation occurrences & management
  • Service Level Agreements (incorporating KPI’s).

On-site Support Technicians

Subject to the demand of your project, there may be a requirement for a Permanently Deployed Site Support Technician to provide dedicated technical support services, TVT can provide a full-time transition technician to be located on Ordnance Survey premises for a period options of 2 & 4 weeks. 

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There are many advantages to this service, as follows:

  • Immediate response to issues.
  • Custom user training sessions to enable client base to familiarise with systems
  • Post assignment analysis including service improvement program
  • Client feedback and surveys for customer satisfaction
  • Immediate access to a fault management platform with TVT.
  • Familiarity with AV estate resulting in tailored and efficient service delivery.
  • Awareness and integration into customer philosophy and culture.
  • Improved communication during fault analysis resulting in quicker resolution times.
  • PMV can be conducted to a planned schedule and adapted in line with business activity thus reducing disruption.
  • Training and development is provided by TVT and tailored to customer requirements.
  • Reduced requirement for visits by field service engineers and associated administration.
  • Planned and ad-hoc training can be quickly and easily provided to system users.
  • Ability to develop and support daily operating processes to maximise user adoption and return on investment
  • Reduced FTE within IT enterprise thus contributing to low operating costs

Remote Monitoring

Remote equipment monitoring, proactive management & control

Care Remote utilises the Utelogy™️ platform which is an intelligent, non-proprietary control, management and monitoring system, with in-built analytics and reporting for all your AV devices, wherever they are located.

Self-service Knowledge Bases

Your instant, on-site virtual support space.

Care Portal is leading the way for support, in the new web connected world. We have created a mobile responsive, web-based self-service support framework, with omni-channel support escalation; providing instant, on-site connection to helpful documents and videos.  Access this unique cloud-based video communications platform directly on your phone without installing an app.