Freeport recognizes that complex audio visual systems represent a significant financial and operational investment. We provide our customers with several support service plans that ensure those systems generate maximum return in terms of excellent, reliable, and consistent performance.

Freeport is staffed by technicians dedicated to customer service and supplemented by experienced engineers as the task may require.  We possess the experience, certifications, and clearances required to maintain and support all of our customer’s requirements.  Freeport’s video network includes public and private access to multiple VTC bridges and endpoints via ISDN and IP providing all of our customers with remote accessibility to our technical support team via audio or video.

A team of highly qualified technicians and engineers utilize a combination of preventative maintenance, remote help desk support, and onsite assistance to ensure that systems are fully functional at all times.  Our primary objective is to reduce the need for reactive troubleshooting and repairs by “preventing” them up front, thereby creating a platform for dependable and consistent system performance moving forward.

Our Help Desk processes allow Freeport to quickly respond and resolve customer issues and provide an outstanding quality of service to all of our customers.  Working in close coordination with end users, facilitators, and support personnel Freeport provides the highest levels of technical expertise to ensure that all AV and VTC systems remain operational and reliable.

Standard Support Packages Overview

Features	DMS	RSS	RTS
Rapid Onsite Response	x
Preventative Maintenance	x	x
Unlimited Help Desk Support	x	x	x
System Software and Firmware Support	x	x
Warranty Enhancement	x	x
Access to Remote Diagnostic Services	x	x	x
Priority Service	x	x
OEM Warranty Facilitation	x	x	x
Warranty of Workmanship	x	x
Remote Help Desk Support	x	x	x

* Case by Case Option Only