KODUM CARE

Get more from your audiovisual investment

KODUM provides your business with a range of support services to keep your technology environments reliable and performing at their very best. With a range of break/fix support, remote and onsite maintenance options all underpinned by ITIL aligned Service Desk assistance, the KODUM team is always on hand to support you.

Standard Express Signature
Support Ticket Lodgement

8:30am - 5:00pm (M-F)

SLA: 24hrs (business hours)

8:30am - 5:00pm (M-F)

SLA: 5hrs (business hours)

8:30am - 5:00pm (M-F)

SLA: 3hrs (business hours)

Asbuilt Documentation N/A Yes Yes
Technical Support Desk (Level - I)

8:30am - 5:00pm (M-F)

SLA: 24hrs (business hours)

Fee per ticket

24/7

SLA: 2hrs

24/7

SLA: 1hr

Advanced Technical Support Desk (Level - II)

8:30am - 5:00pm (M-F)

Hourly rates apply

SLA: 5hrs (business hours)

8:30am - 5:00pm (M-F)

No Ticket Cost

SLA: 1hr (business hours)

8:30am - 5:00pm (M-F)
9:00am - 1:00pm (Saturdays)

No ticket cost

SLA: 15min (business hours)

Onsite Support (Level - III)

As Scheduled

8:30am - 5:00pm (M-F)

Standard rates per incident

Within 8hrs

8:30am - 5:00pm (M-F)

Standard rates per incident

Faster onsite times available on application.

Within 4hrs

8 incidents or 24hrs onsite time included(annually), then discounted rates per incident.

Faster onsite times & 24/7 available on application costs may vary.

Product Service (RMA)

Standard 30-day turnaround

Unless notified

Express Replacement

Shipping costs covered

Rapid Replacement

Shipping costs covered

Technology Refresh

N/A

N/A

Included

Value & Lifecycle renewal terms & conditions apply

Personalized Training

As Quoted

Discounted Rates

Unlimited

Spares Supply/Re-stock

As Quoted

As Quoted

As Quoted

Less signature care discount

Custom Services

As Quoted

Discounted Rates

Discounted Rates

Warranty

1 Year

1 Year

2-3 Years

Depending on hardware stack - defined as part of the agreement

Cost

Charges vary as listed above

Per contract

Billed monthly

Min. contract term 6 months

Per contact

Billed monthly

Min. contract term 12 months

We Take Safety & Support Seriously

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“We keep safety top-of-mind during the implementation of your AV solution. Through our work with process driven organisations, we are well versed in adhering to standards like ITIL, ISO9001 and Prince 2.”

CHECK OUT OUR OTHER SERVICES

Liking what you see?

Here at Kodum we have a range of services that cater for a number of different industries. Cant find what you are after? Send us a message.

SERVICE DESK

SERVICE DESK

We have a range of tailored support agreements that will give you the confidence you need to log a fault, see the resolution and closure details.

AS-A-SERVICE

AS-A-SERVICE

Our best-in-class Managed Services helps your organisation innovate with emerging technologies and realise value.

CONSULTANCY

CONSULTANCY

We offer personalised consultancy. Whether you have a major project or a fitting out a meeting room our consultative team is here to help.

WANT TO BE OUR NEXT SUCCESS STORY?

We’d love for you to be our next success story and get you on your way to realising your potential by connecting your world with technology. If you are interested in audio visual, automation & conferencing and everything in between – get in touch today.