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) 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
“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
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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.