Service & Support

Ensuring reliability, responsiveness and effective communication with our clients

OnSite Media welcomes the opportunity to be your complete US/global provider of turn-key systems and installation services. Our primary and fundamental goal is to continually earn your business while providing exceptional overall service and value!

The experienced team of OnSite Media audio/visual/system design experts will work together with you to create the perfect customized media system solution for yourbusiness. 

OUR PLEDGE TO YOU

Your entire team at OnSite Media promises to do their absolute best to:

•      Provide you with the best overall value for complete media systems

•      Deliver on time hassle-free installations, every time

•      Support you with exceptional customer service

•      Be proactive problem solvers

•      Listen intently and communicate regularly

•      Be responsive so you know you can rely on us

•      Be consistent so you know you can trust us

•      Exceed your expectations whenever possible

Service Overview

The OnSite Media Customer Service Difference 

Many companies talk about great service but at OnSite Media we actually deliver it. Not with empty promises but with real action and real results.

As a client of OnSite Media, we provide you with many value-added services including:

•        Fully staffed tech support team and command center

•        Customer Hotline for troubleshooting assistance

•        Reporting and tracking for all service issues

Your account manager should be your single point of contact for all installation and/or general questions.  See the previous Meet Your Team page thatcontains the contact information for all your team members.

OnSite Media is open during normal business hours, Monday – Friday, 8:30 AM – 4:30 PM MST.  Extended hour service is also available 24/7.

To reach OnSite Media 24/7 or after our normal work times, please use the following options:

Phone:  435-214-0801, ext. 2

Email:  service@onsitemedia.com

This contact information can also be found in the OnSite Media User’s Guide which is provided with each system and is usually located inside the equipment rack or on top of the front-end electronics.

Warranty

Each OnSite Media system comes with a comprehensive, industry leading warranty.  We fully honor all our manufacturer’s warranties. Extended warranties are also available.

Service Calls

We understand the importance of your music/video systems and will react promptly to your service needs.  OnSiteMedia has a dedicated service department to help support all your audio/video service needs.  We can handle service requests for any of your locations – including both installed and non- OnSite Media installed sites. We will notify you upfront whether or not your service request is covered under warranty.

How to Submit a Service Request

You can submit the service request 2 ways:

1.    Submit an email to (email is preferred):  service@onsitemedia.com

2.    Call OnSite Media at 435-214-0801, ext. 2

When submitting a request please make sure to include the following:

▪      A brief description of the problem

▪      Site address

▪      Site contact name and number

▪      Resolution need by date

▪      Purchase order number (only needed if out of warranty)

If you submit the request via email, you will receive an immediate response from our service department confirming your service request and noting the date/time received.  You will also receive updates from our service team when the technician is dispatched, our final finding/resolution, and a quote if needed for any additional work that might be required.

We will first contact the site to get a better understanding of the problem and try to trouble shoot the problem over the phone.  If we are not successful, we will then dispatch a local technician to the site. Most service calls are limited to a do not exceed $360 (including travel time).   Most calls are resolved at or under this limit.  We will notify you up front if this limit will be exceeded.

The OnSite Media On-Time Service Guarantee

We provide the after-sales service you need - when you need it.  Our business team and authorized dealer network can have help OnSite within one business day of receiving your call.  In fact, we guarantee to contact the site within 12 hours (usually within 1 hour if received during normal business hours). 

Service History Reviews

Your OnSite Media team will continually monitor your service history and make proactive recommendations on how to decrease or even eliminate them.

Preventative Maintenance ProMany of our clients utilize our Preventative Maintenance Program (PMP) to stay on top of possible maintenance issues.  The OnSite Media service team can provide you with a full service PMP on both OnSite Media and non-OnSite Media installed audio/video systems nationwide.  The OnSite Media PMP is an affordable way to potentially save you lots of money in the future by eliminating potential breakdowns and system failures.  Please contact your OnSite Media sales manager for more details.

SERVICE LEVEL AGREEMENT

OnSiteMedia offers a variety of service level agreements (SLA) based on client needs.  We can develop a specific SLA based on your exact needs and store requirements.

Based on the input provided, the following response rates and corresponding minimum service rates are available during normal/standard business hours of 9AM – 5PM(based on wherever the store is located or the service request is needed):

Non Standard Service Call Premiums:

•      Saturday = 50% surcharge

•      Sundays = 100% surcharge

•      Holiday = 200% surcharge

•      Evenings = 100% surcharge

Service requests can be submitted via call or email and will all be handled immediately. Depending on the time of day the call/email is received Standard service may be completed the same or next day.  You will not be charged a service call if the problem can be resolved over the phone.

We will first contact the site to get a better understanding of the problem and try trouble shoot the problem over the phone.  If we are not successful, we will then dispatch a local technician to the site. Most calls are resolved at or under this limit.  We will notify you upfront if this limit will be exceeded and can request a purchase order to proceed with any necessary work.

Please contact your account manager for pricing details.

GOAL ALIGNMENT

Clearly defining your goals so we can achieve them

ACCREDITATIONS