Engagis aims to respond promptly to support requests, with response times based on issue severity and your agreed service level. We respond to most issues within two hours. Your service agreement outlines the applicable response timeframes and support coverage.

Yes. Engagis can assess your existing screens, media players and other third-party equipment to determine their compatibility with your proposed integrated solution. This includes reviewing device specifications, connectivity, software compatibility and technical requirements to determine whether the equipment can work effectively within the solution, helping you make the most of your existing investment.

Remote monitoring provides our support team with visibility into the health and status of your digital signage players and screens, helping identify potential issues early, reduce downtime and keep your displays running reliably. Monitoring software is installed on compatible devices, with alerts configured to suit available hardware capabilities and your specific requirements.

Engagis’ ongoing support and maintenance services help keep your digital signage running reliably and minimise disruption to your business. Depending on your solution and agreed service scope, support may include technical troubleshooting, remote monitoring, software and hardware support, and coordination of repairs when needed. Services are tailored to your environment and operational needs, with coverage and response times outlined in your service agreement. 

Engagis’ support team will investigate reported faults and, where monitoring is available, use remote diagnostics to help identify the cause — a lot of issues can be diagnosed or resolved this way without anyone needing to visit site. If onsite assistance or a hardware replacement is required, we can coordinate the next steps in line with your service agreement, equipment warranty and applicable support coverage, whether that’s dispatching a technician or swapping in a replacement unit. Exactly what response time you get and whether a spare unit is included depends on your support level — something we scope out upfront rather than leaving to guesswork.

Reactive support starts when a customer reports an issue to Engagis — this is sometimes called break-fix. Proactive monitoring allows our support team to identify potential issues through automated alerts from compatible devices, sometimes before they’re noticed by your team. Depending on the issue and agreed service scope, our team can investigate and take appropriate action to help minimise disruption and downtime. Most networks benefit from a mix of both — proactive monitoring to keep failures rare, and responsive support in place for when something unexpected still happens.

Maintenance requirements depend on your equipment, operating environment and how your digital signage is used. Activities may include checking screen performance, monitoring device health, applying software or firmware updates, and assessing hardware condition. With the right maintenance plan in place, these activities can be planned around your operational needs, helping reduce disruption and keep your digital signage running reliably. Engagis can work with you to determine an appropriate maintenance approach, with the frequency and services tailored to your solution and agreed scope.