Support

Need to contact Support?
Call 309.451.4479 or support@roomready.com

Whether you’re technically savvy or not, you’ve got better things to do than troubleshoot meeting room technology issues. That’s why we provide on-site or remote support, making your business our business by reducing meeting complexity – from lights on to lights off.

Why RoomReady Support?

Simply put, we’re committed to ensuring you’ve got meeting room technology that works today and, more importantly, tomorrow. We strive to partner with you, viewing an installation not as the end of our relationship, but merely the start.

Our support package options can be catered to fit your systems, regardless of size. From presentation-only rooms to 2,000-seat auditoriums, we’ll ensure your needs are met. Always keeping it simple.

We Deliver

Timely communication.

Timely communication.

When you need our help, you’ll get it. Support agreement customers are given quick, effective communication to ensure issues are resolved, via email or by phone.

Personalized service.

Personalized service.

You’ll be assigned a dedicated support team that gets to know your account needs and resolve challenges as they arise.

Consistent value.

Consistent value.

We strive to simplify your meeting rooms to enable a better user experience. We’re here to help you through firmware changes, security issues and other concerns.

Support Package Details

Select

Features

  • Remote support
  • Parts replacement at cost + 10%
  • Minimum response time: 2 hours
  • Telephone and email hours: M-F 8A-5p CST
  • Parts shipping at cost
  • On-site support: $125/hour
  • RoomReady support portal access included
  • Remote system user training at $75/hour
  • On-site response time: 24-36 hours
  • On-site system user training at $100/hour

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Preferred

Features

  • Remote support
  • Parts replacement at cost + 10%
  • On-site system user training at $100/hour
  • Minimum response time: 1 hour
  • Telephone and email hours: M-F 8A-5p CST
  • On-site support: $125/hour
  • RoomReady support potal access included
  • Parts shipping at no charge
  • Annual support review: 1/year
  • On-site response time: 12-24 hours
  • Remote manufacturer software/firmware updates 2 per year
  • Remote system user training at $75/hour

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Elite (customized support)

Features

  • Full-time, on-site technician
  • Custom on-site workflow systems
  • Event support
  • Room audio tuning
  • Technology roadmap consultation
  • Preferred access to RoomReady
  • Custom on-site workflow set-up
  • Equipment inventory management
  • Equipment warranty tracking
  • Onsite service manager consultation
  • Support Resources
  • Weekly service reports
  • Preventative room maintenance
  • Manufacturer RMA facilitation
  • Integration with client ticketing systems
  • Daily/weekly room sweeps
  • End-user training
  • Executive conference room set-up and testing

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RoomReady support agreements include remote support troubleshooting. Our remote technicians and engineers will be equipped with documentation about your existing install to help you resolve your issues faster. Remote support session typically will involve smart hands onsite enabling the remote technician to access equipment and or software via WebEx support session. On-Site support can be deployed if equipment needs to be replaced or the on-site contact is unable to help with the remote session. On-Site technicians will be able to tackle any issue no matter how complicated along with swapping out bad equipment or helping facilitate an RMA.

RoomReady support provides an SLA for response time and ticket resolution. Response times are based on the level of impact and urgency. More details can be provided upon request. All response times listed on this document are based upon business hours.

RoomReady provides monthly service reports showing support ticket information including, but not limited to, number of tickets active, average close rate, average response time, Labor charges, equipment charges, RMA details. Manufacturer Software & Firmware Updates RoomReady helps keep you up to date with known good working firmware. Our advanced services department handles 100’s of installs a month and our engineers have insight as to what firmware has bugs and what could possibly break your system. Our staff can help manage that maze of interoperability between vendors and make sure your systems stay up to date. RoomReady is also a member of the Cisco Collaboration Early Field Trials Team. This allows our engineers to test firmware in house before it is publicly available and see if there is an issue between AV components or changes in the API.

RoomReady can provide replacement parts and advanced replacement parts based on your level of coverage. Most parts have a minimum of 24 hours turnaround. Additionally, RoomReady offers a service to stock parts specifically for critical systems in your company at one of our regional campuses – Portland, OR, Bloomington-Normal, IL, and New York, NY.

RoomReady can provide remote and on-site training for your staff on room systems. Remote training would consist of a train the trainer type of engagement where you already have a trainer or technical lead onsite, but they need a little extra help with system operations. It can also help you design training materials to distribute to your end users.

 

RoomReady on-site training can be setup for one our trainers to work directly with your end users. These training engagements could be 1 day or over a week depending on how many rooms and users you have. On-site trainers can provide expertise to end users and help remove the burden of training from your existing staff. The on-site trainers can also setup different courses to supply administration or troubleshooting training to your AV staff as well.

RoomReady can help you with your Cisco TAC cases and RMA facilitations. RoomReady installs on an average 75+ cisco endpoints per month. Our Remote support techs have experience in providing Cisco TAC with exactly what they need to make the case move faster and cut down on the back and forth emails. Getting an RMA on a Cisco endpoint can sometimes be daunting if you have never performed one. RoomReady would have to have our CCO ID added to your contract to facilitate any TAC work, but beyond that we are here to help.

RoomReady technicians will be deployed to your site to verify the system is working just as well as it did the day it was installed. This visit would include, but is not limited to, testing end user cable connections, verifying existing equipment for damage, verify room functionality, complete a room commissioning report.

RoomReady will setup an annual support review during your contract to make sure our services are meeting your needs. During this review our service manager or coordinator will go through a summary of what has happened over the term of your contract and make sure we are hitting your goals and expectations.

Do you have questions? We have answers

FAQ

FAQ

If you’re facing challenges, you likely aren’t alone. Check out our FAQ for best practices and troubleshooting solutions we’ve compiled over the years.

Remote session

Remote session

Want us to take a spin through your system to help resolve that nagging issue? Let’s solve this together.

Customer Portal

Customer Portal

Need to manage your tickets, invoices and projects? Our content portal provides all of this under one roof.