Need to contact Support?
Call 309.451.4479 or support@roomready.com or Submit Contact Form
Why RoomReady Support
Simply put, we’re committed to ensuring meeting technology works well the first day it’s installed and every day you use it. We work by your side, viewing an installation not as the end of our relationship, but just the start.
Our support package options can be tailored to fit any system, regardless of size. From small presentation-only huddle rooms to large divisible training rooms, we’ll make sure everything is working as expected. And, always keeping it simple.
We Deliver
Timely communication.
When help is needed, we are ready and waiting. Our support team provides quick, effective communication to ensure issues are resolved, via email, video or phone.
Personalized service.
We assign a dedicated support team to each account to more quickly diagnose and resolve problems as they arise.
Consistent value.
We strive to simplify meeting rooms to enable a better user experience. We’re here to help, whether that’s firmware changes, security issues or any other concerns.
What you can expect
| Incident Management | M-F 8a-5p CST |
| Remote Response Time | 2 Business Hours |
| On-Site Support | Billed Hourly |
| On-Site Response Time | 3 Business Days or Less |
| Phone & Email Support | Included |
| Manufacturer Software Updates Management | Once Annually (Remote) |
| UC Platform Case Management | Billed Hourly |
| Customer Support Review | Once Annually (Remote) |
Support Package Details
Digital Signage & Presentation Package (Support Package A):
This Support Package is designed for digital signage or presentation only spaces that do not include video meeting capabilities. This might be the Support Package for you if your AV solution includes the following:
- No room-based video system
- Display up to 65”
- No projectors
- Minimal equipment
- No custom programming
- No control system
- No custom design
Small Conference Room Package (Support Package B):
This Support Package is designed for small video conference rooms. This might be the Support Package for you if your AV solution includes the following:
- Room-based video system
- Display up to 65″
- No projectors
- Minimal equipment
- No custom programming
- No control system
- No custom design
Medium/Large Conference Room Package (Support Package C):
This Support Package is designed for medium to large video conference rooms, or conference rooms with bring-your-own-device (BYOD) capabilities. This might be the Support Package for you if your AV solution includes the following:
- Includes bring-your-own-device (BYOD)
- Room-based video system
- Display up to 82″
- Projectors
- AV switching equipment
- Audio DSP equipment
- Minimal programming
- No control system
- No custom design
XL Conference Room Package (Support Package D):
This Support Package is designed for extra-large conference rooms, divisible spaces, training rooms and complex AV systems.This might be the Support Package for you if your AV solution includes the following:
- Room-based video system
- Display up to 96”
- Projectors
- Video walls
- Video equipment
- Audio DSP equipment
- Custom programming
- Control system/design
What's Included?
Remote Support
RoomReady support contracts include remote support troubleshooting. Our remote technicians and engineers will be equipped with documentation about your existing install to help you resolve your issues quickly and efficiently. Remote support sessions will typically involve a technical person on-site from your company to enable the remote technician access to equipment and/or software via a Webex support session.
On-site Support
On-site support can be deployed by RoomReady at an extra cost if equipment needs to be replaced or the on-site contact is unable to help with the remote session. Our technicians will be able to tackle any issue no matter how complicated including swapping out bad equipment to facilitating an RMA.
Support Response Time
RoomReady support provides an SLA for response time and ticket resolution. Response times are based on the level of impact and urgency. Default response times are shown in the chart above. All response times listed on this document are based upon business hours.
Manufacturer Software & Firmware Updates
RoomReady helps keep you up to date with our knowledge of “known good” working firmware. Our integration services department handles multiple installs a month and our teams 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 updated. If you ever have questions, just reach out and we can help.
UC Platform Case Management
RoomReady can help with Cisco TAC, Microsoft O365, and/or Zoom support cases. Our remote support techs have experience in providing exactly what they need to make the case move faster and cut down on the back and forth emails. We would need to be added to any existing contracts and/or manufacturer systems/portals to facilitate the management of a case.
A 90-day Warranty
We certify each room and don’t leave until they work as expected, but in case any issues do come up, customers are fully protected with our full 90-day warranty.