Service

Perfectly arranged service and maintenance

The service department of Heuvelman aims to unburden the customer regarding the audiovisual equipment. This is put into practice by being available 24/7, having an in-house repair department, and having our own service engineers. Furthermore, we offer you various training sessions. Heuvelman aims for the number one ‘top-of-mind’ position in terms of service and being customer-oriented.

Unburden yourself with a maintenance contract

After completion of your installation by Heuvelman, it is ready to use. By signing a maintenance contract, you can use your equipment at any time without any concern. Moreover, Heuvelman takes care of any malfunctions for you; you won’t have to contact the maker for the manufacturer’s warranty yourself. Our organisation offers various maintenance contracts. This complements the existing manufacturer’s warranty. These contracts contain specific agreements on the maintenance of your AV equipment and the handling of malfunctions or defects.

Availability (24/7)

The service department has a service desk, which you can reach by phone 24 hours a day, 7 days per week. Heuvelman guarantees a response time within 15 minutes at the most. Malfunctions can also be reported by mail or on the website. During office hours (08:00-18:00), a professional employee will contact you within this time frame. They will offer support by phone or online. If this does not prove sufficient, we will provide a service engineer. Outside office hours, there is a response time of 60 minutes.

In-house repair department

The ‘Service’ department provides preventive and corrective maintenance on all audiovisual equipment and performs periodic inspections in accordance with the prevailing NEN1 standards. Of course, we also take care of the full warranty regarding all audiovisual equipment and we periodically report at different levels. Heuvelman is certified to perform (on-site) repairs for most of the renowned brands. Therefore, faulty equipment often does not have to be sent to the manufacturer, but can be repaired by our own employees, while still being covered by warranty. This provides a structural contribution to the continuity of the primary process as the repair time is greatly reduced.

1The Dutch organisation that supervises and composes norms of quality and safety of products and services.

Training

In order to optimally use your installations and to prevent malfunctions, Heuvelman also offers training. The main goal is to let the user gain experience in using their own resources (what are the possibilities and impossibilities) and to learn how to make the best use of these resources. As a result, all users are able to use the equipment independently, based on the functional requirements that are set to the facilities in accordance with the user’s position.

Service Level Agreement (SLA)

The maintenance is implemented by means of a Service Level Agreement (SLA). Service, maintenance and a full warranty are included. The SLA can consist of preventive and corrective maintenance, and provides temporary or replacing equipment in order to give us time to solve the problem. Naturally, processing the full warranty and periodic reporting are also included in the terms of the SLA. Heuvelman offers various Service Level Agreements, ranging from basic to comprehensive. The agreement will cover service at the desired level, according to your wishes. With SLA of our organisation, we can ensure that you can use your installation free of concern at any time.

Online monitoring

Heuvelman can also monitor the functioning of your equipment from a distance. For this purpose, we use a monitoring tool which enables us to continuously check if your system still functions properly. If there is a malfunction or other problem, a message will be send automatically to Heuvelman’s service coordinator and we can take immediate action. Our tool keeps track of the status of the monitors, PC temperature, CPU usage and network connection. In addition, the tool sends a screenshot every five minutes, which allows Heuvelman to check via its software to see whether the system is running as desired.

Perfectly arranged service and maintenance

The service department of Heuvelman aims to unburden the customer regarding the audiovisual equipment. This is put into practice by being available 24/7, having an in-house repair department, and having our own service engineers. Furthermore, we offer you various training sessions. Heuvelman aims for the number one ‘top-of-mind’ position in terms of service and being customer-oriented.

Unburden yourself with a maintenance contract

After completion of your installation by Heuvelman, it is ready to use. By signing a maintenance contract, you can use your equipment at any time without any concern. Moreover, Heuvelman takes care of any malfunctions for you; you won’t have to contact the maker for the manufacturer’s warranty yourself. Our organisation offers various maintenance contracts. This complements the existing manufacturer’s warranty. These contracts contain specific agreements on the maintenance of your AV equipment and the handling of malfunctions or defects.

Availability (24/7)

The service department has a service desk, which you can reach by phone 24 hours a day, 7 days per week. Heuvelman…

 

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