Curators Of Cutting-Edge Technology Solutions
Our people and the services we provide define our firm. We take pride in delivering a first-class client experience.
Matrix Audio Visual Designs' Difference
MatrixAssist®
Your instantly scalable on-site document.
Push and pull your very best staff where they're required.
Increase productivity by grouping a remotely-based pool of experienced and skilled staff.
Push and pull your very best staff where they're required.
Increase productivity by grouping a remotely-based pool of experienced and skilled staff.
Priority Scheduling
Our customers in Irvine, San Diego and the southern California area enjoy the luxury of priority service with same or next-day scheduling for faster support and peace of mind.
Annual System Updates
As a certified dealer for Crestron and other leading technology brands, our team is trained to ensure that the performance, stability and efficiency of your system is always up to date and void of potential security flaws.
Preventative System Monitoring
Our remote monitoring staff ensures your system is always running smoothly—from your video conferencing technology to your building automation system and more. We also resolve potential problems before they happen.
Our Support Memberships
MatrixSupport®
Silver Service Agreement
Includes all the following benefits:
Quarterly Maintenance.
Exterior cleaning of general dust and dirt from all head-end equipment.
Interior cleaning of the head-end equipment as needed to ensure reliable operation.
Cleaning of connectors used in the head-end assembly.
Cleaning of controls and switches used in the head-end equipment.
Cleaning of projector lamp filter.
Testing for normal function of all head-end and user interface equipment.
Confirmation and updating of the latest firmware, if needed or required. (Does not include video conferencing codec equipment such as Polycom or Cisco).
Minor repairs (Excluding parts) – Such repairs are usually related to repairing loose connections, resetting a system, minor reprogramming, and tightening loose hardware.
A written report to Client following completion indicating the services performed and any further repairs/replacements which the system requires for normal function.
Trouble Call response time – Within (6) Hours of the trouble call a technician shall return the call to Client for symptom review.
If failure has occurred within close proximity of a future arranged service call (10 business days) then the service call will be moved forward to diagnose the symptom.
During the site visit if symptom is remedied by Minor Repair (Refer to definition) then the service call shall be at no additional charge.
During the site visit if symptom is deemed not easily repairable under Minor Repair definition then Client shall be furnished with a repair estimate for approval.
If failure occurs no less than 10 business days from our next appointment, then Client will have the choice of waiting for our next service call or opt to pay for a discounted rate of our then regular on-site service call rate for immediate attention to the issue.
Gold Service Agreement
Includes all benefits of Silver Service Plus
Labor (only) to repair and remedy the symptom. Does not include updating video conferencing codec (Polycom or Cisco) software/firmware.
Trouble Call response time - Within Four (4) hours of the trouble call a technician shall return the call to Client for symptom review.
A technician will be scheduled for a service call within two (3) business days of the trouble call.
The symptom shall be diagnosed, and parts only estimate shall be furnished to Client for approval.
Once approved, upon receipt of parts technician shall be rescheduled to perform an on-site service call to replace the defective parts and check the system for proper operation.
If the unit must be removed for trouble shooting or factory repair, Provider shall remove the unit and perform all necessary work to resolve the issue. Client will only be invoiced for parts only.
Provider shall do whatever is necessary to return the unit in a timely manner.
Provider shall not be responsible for delays caused by repair time or lack of parts in stock.
Platinum Service Agreement
Includes all benefits of Silver amd Gold Service Plus
Labor and parts to remedy the symptom.
Trouble Call response time - Within (2) hours of the trouble call a technician shall return the call to Client for symptom review.
A technician will be scheduled for a service call within (2) business day of the trouble call.
The symptom shall be diagnosed and a course of action shall be determined at no cost to client.
Upon receipt of parts technician shall be rescheduled to perform an on-site replacement of the part.
If the unit must be removed for trouble shooting or factory repair, Provider shall remove the unit and perform the necessary repair work to resolve the issue.
If the unit is out of commission for longer than three (3) business days provider shall furnish a loaner unit of similar specification to serve Client until the unit is repaired.
Provider shall do its best to return the unit in a timely manner.
Provider shall not be responsible for delays caused by repair time or lack of parts in stock.
Provider shall keep quantity one of each projector lamp in stock should it become necessary to replace.
Provider shall install and configure remote monitoring and diagnostics. Client shall provide internet access.
Provider also agrees to perform remote upload of the digital signage assets if any.
Provider shall include in this proposal (Platinum level only) software updates for video conferencing codec such as Polycom or Cisco equipment.
Contact Support
Feel free to reach out to us with any questions or inquiries.
