Support

We boast an unparalleled uptime exceeding 99%. It’s why Engagis is recognised within the industry as the leader in supporting large‐scale, enterprise digital media environments.

The operation of a digital network is often complex, with multiple providers supplying software, content, screens, media players, routers, peripherals and internet connections. This complexity often sees issues arise, finger pointing and blame looping between the web of stakeholders.

Engagis is different.

We manage and support Australia’s largest and most complex digital media networks. We maintain a contracted force of more than 212 certified technicians and dedicated teams for each client to manage the support of all networks and solutions at all times. This is also backed by strong service level agreements with our clients and partners.
At the same time, we constantly ensure a balance between maximum quality of service and lowest total cost of ownership. This is the defining characteristic of the Engagis Support promise.

Our Promise to You

  • The Engagis Support team will be responsible for managing a case until resolution.
  • Support requests will be responded to within SLA and resolved immediately or a plan toward resolution will be provided.
  • We will provide a unique identifier for logging, tracking and reporting purposes.
  • We will provide an online portal to check the progress of cases and generate reports.
  • We will deliver an up‐time exceeding 99% across your digital network.
  • We will work to balance maximum quality of service and lowest total cost of ownership for our clients.

Contact Engagis Support

When a customer contacts Engagis Support, a case will be created in the Engagis Support CRM and the customer will be provided a unique case identifier via email. The Engagis Support helpdesk can be contacted by email or phone.

By Phone:
Australia 1300 203 810
New Zealand 0800 364 244
By Email: support@engagis.com

Benefits of Engagis Support

Proactive monitoring. We detect & resolve issues customers do not see:

    • Maximise uptime
    • Ensure connectivity so content updates are downloaded
    • Business critical and high profile solutions checked hourly
 Comprehensive, customisable, real time, online reporting:

    • Direct access to Engagis CRM
    • Full reporting on all case statistics including types, numbers & SLAs
    • Customisable date ranges
Technical teams on first contact, no call centres:

  • Expedited resolution times
  • End to end accountability
  • Full root cause analysis and preventative measures implemented
 World class hardware management and shipping standards:

    • Customer inventory management and storage with serialised tracking
    • Proactive notification of minimum stock levels
    • Proactive ordering and stock level management
    • Technically trained team for staging and testing

Support Services

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Support SLA

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