Service & Support Agreements

Optional Services

Facilities and IT departments don’t have the knowledge and expertise to support sophisticated AV Systems. Proper support and maintenance will guarantee you get the most return for you Audio Visual investment 

Our Platinum and Gold Level Service packages provide break/fix support, warranty services, preventative maintenance and Help Desk assistance to keep your company fulfilling its collaboration strategy.  

Benefits to You

Single Point of Contact:  One Crescent Digital contact for incidents and service requests, even when you have service tickets with more than one manufacturer

Responsive:  We can provide a high level of service, even as your vendors and technology change

Proactive:  Our standardized approach for AV and video collaboration addresses issues before you are affected

Flexible Engagement Options:  We’ll work with you remotely or onsite

We proactively preform preventative maintenance visits and
dispatch onsite support when needed.

Support for Every Need

Our Customer Care options include remote and onsite service resources that provide the help you rely on for IT, AV, and video systems to work as expected.  Our three primary service options are:

  • Opt Out - Time and Material
  • Annual Pre-Paid Hourly Agreement
  • Pre-Paid Maintenance Agreement

Contact Us

Crescent Digital

3210 Euclid Ave

Cleveland Oh, 44115

Crescent Digital, LLC

216-378-0360

www.crescentdigital.com

 Service and Support Features
T&M Opt Out
Hourly Pre-Paid
Annual Maint.
 24x7 Global Help Desk Support
Billable
Billable

Web Portal Access



Service Level Guarantee (see SLA by type)
None
24-72 hour
24 -48 hour
Onsite Teck Dispatch
Billable at non-contract rates
Billable at reduced contract rate

limited
Assigned Service Management
Not available
8 x 5 x 260
24 x 7 x 365
Available Terms
None
1 or 3 year
1 or 3 year
In MFTG Warranty Support
Billable Labor
Billable Labor

Out of MFTG Warranty Support
Billable Parts and Labor
Billable Parts and Labor

Consumables Replacement
Billable
Billable

Optional Services

Preventative Maintenance Visits:  offer the comfort of knowing installed technology is professionally maintained to ensure equipment runs as smoothly and effectively as when it was first installed.  Our onsite field technicians will perform regular testing, cleaning, and configuration validation based on a best-practices regimen to keep systems in optimal operating condition.  Visits can be scheduled on a Quarterly, Bi-Annual, or Annual basis with scheduling flexibility on a room-by-room basis.

The Support Process

To ensure your need for assistance is resolved as quickly as possible, we follow a process that tracks calls

 and guides them through steps that lead to a successful resolution.  Below is our three-tier process:

Tier 1 Help Desk
  • Log Request & Identify Coverage Level
Tier 2 Help Desk
  • Check equipment for status/errors
  • Perform root cause diagnostic
Tier 3 Help Desk
  • Perform diagnostics
  • Attempt Remote Repair
  • Escalate to Manufacturer
  • Adjust settings a required
  • Order replacement components (if applicable)
  • Work with Manufacturer
  • Escalate to Tier 2 if required
  • Schedule parts delivery
  • Implement Fix

  • Dispatch Technician
  • Close Case

  • Escalate to Level 3 if required




Contact Us

Crescent Digital

3210 Euclid Ave

Cleveland Oh, 44115

Crescent Digital, LLC

216-378-0360

www.crescentdigital.com