Unlike other suppliers, who often rely on manufacturers or third parties, Smartpresence is proud to support its own customers directly. Our support team of experienced, certified engineers offer a variety of support packages tailored to suit the needs of each customer.
Our philosophy is ‘video has to be easy’ but sometimes things do go wrong. Smartcare is here to help in that instance. The support team member who answers your call will help resolve your issue as soon as possible.
Access is also provided to our unified service management system. From here you can view your assets or log and track your service requests either online or via your iOS and Android device.
Available only at the time of initial purchase, Smartcare silver provides a basic level of hardware and software cover for 12 months.
Smartcare Gold provides peace of mind with discounted labour costs for onsite call outs. Includes access to the Smartpresence spares bank should you need to borrow any hardware to restore your service.
For priority service and fixed cost support, Smartcare Elite provides you with a dedicated, trusted advisor who will resolve any technical issues and assist with equipment updates and network planning. With Smartcare Elite, all on-site labour charges are included and access to the Smartpresence spares bank is also provided.
For a description of our managed service see our Managed Services pages here.
|0800 Phone Support|
|Unified service portal with live tracking|
|Priority Helpdesk Escalation|
|Response Time||Within 8 Hours||Within 4 Hours||Within 1 Hour||Within 1 Hour|
|Onsite Response Time*||Within 8 Hours||Within 8 Hours|
|Dedicated Trusted Advisor|
|Onsite Labour Cost||Full rate||Discounted||Discounted||Discounted|
|Parts Repair / Replacement|
|Return to Service||Within 2 business days||Within 2 business days||Within 2 business days||Within 2 business days|
|Managed Software Updates|
|Available Term||1 Year||1/3 Years||1/3 Years||1/3 Years|
* main centres only
Managed services require an applicable hardware support contract.