Services, Support and Managed Services

VNOC – Global Remote Support

Econocom’s Virtual Network Operations Centre (VNOC) delivers proactive, round-the-clock monitoring and remote resolution for your AV systems. Our dedicated team can identify and resolve potential issues before they become problems, minimising downtime and keeping your technology performing at its best.

With GPS-enabled engineer allocation, we ensure resources are deployed quickly and efficiently, reducing response times and improving service continuity. Open 24/7, the VNOC provides a single point of contact worldwide, supported by real-time reporting and management information to keep you fully informed.

Trusted by global enterprises, we design and deliver service contracts that span multiple countries, combining our international reach with local expertise. Through strategic partnerships and alliances, Econocom provides consistent, cost-efficient support wherever your business operates.

Out of Hours Support

Issues don’t just happen during office hours. That’s why Econocom provides 24/7 emergency support for customers with a service contract. If you need assistance outside of standard working hours, simply call our Out of Office Emergency Support number, available on our Contact Us page.

Please note: additional charges apply for out-of-hours call-outs, with costs varying depending on your calling plan and provider.

If you don’t currently hold a Support Agreement, we can still assist with ad-hoc call-outs or blocks of support hours during standard business hours. However, out-of-hours emergency cover is only available to contracted customers.

Our support extends to all AV systems—whether installed by Econocom, your in-house team, or another provider.

Onsite Support

Econocom provides fully managed onsite support services to ensure your AV technology operates seamlessly day-to-day. Our skilled, customer-focused technicians become an extension of your team, delivering proactive maintenance, fast response to issues, and expert support for meetings and events.

By handling everything from daily room checks and reporting to reactive fault resolution, our onsite team reduces downtime and allows your staff to focus on core business priorities. All onsite technicians are backed by Econocom’s Service Desk, ensuring consistent, high-quality support at all times.

Our onsite services can include:

• Dedicated onsite technician(s) working within your business.

• Locum cover for sickness and holiday absences.

• Defined scope of work, from meeting support to proactive system checks.

• Continuous reporting and communication from our Service Delivery team.

• Integration with our remote monitoring tools for faster fault resolution.

Whether supporting live projects, managing day-to-day operations, or acting as part of your in-house team, Econocom’s onsite AV experts ensure your systems perform reliably and your business runs smoothly.

• Ticket Creation: Our clients can log faults instantly via their preferred method: telephone, email, our intuitive web portal, or direct integration with Teams and WhatsApp.
• Live Status Updates: Clients can track the real-time status of their tickets through the same channels ensuring the latest information is always available.

• Scheduling: Our AVSM system allows us to schedule the nearest, most qualified engineer for each job, guaranteeing onsite attendance within your agreed SLA.
• Holistic Support: Engineers arrive with full historical knowledge of the AV room and equipment, accessible via a mobile app, significantly increasing the likelihood of a first-time fix.

• Visit Reports: After every on-site visit, we provide a detailed report outlining the steps taken, the resolution status, and any next steps will be clearly defined with timescales.
• Monthly Performance Reviews: We deliver bespoke monthly reports that highlight SLA and KPI achievement, highlight any fault trends and offer proactive suggestions for improved system reliability.

• Remote Proactive Monitoring: Our system offers proactive monitoring to detect and resolve potential issues remotely, often before they impact performance.
• Self-Service Knowledge Base: Clients and end-users can access a knowledge base with AI-driven search and training videos, enabling faster self-resolution for common issues.

• Client Feedback System: Upon ticket closure, an automated feedback form is sent to ensure we receive feedback from our client’s perspective. This invaluable feedback is used to continuously refine and shape our support model.
• Bespoke Client Portals: Each client portal and its reports are fully customisable to meet the specific business and support requirements of your organisation, delivering a truly unique experience.