A complete range of on-site service and support is provided through a comprehensive network of trained experts. Teams of Christie Customer Service Engineers (CSE) and Field Application Engineers (FAE), located in regional offices and strategic areas around the world, provide superior technical expertise to quickly respond to and resolve any mission-critical issue.
Whether it’s an existing installation or the early stages of planning a new installation, the Christie Managed Services team can be there every step of the way, providing any or all of the following services:
CONSULTATION
Christie Project Consultation and Services include:
- Project management
- Site survey and preparation
- Vendor/contractor management
- Documentation
INSTALLATION, HARDWARE/SOFTWARE IMPLEMENTATION
The Christie Managed Services team works with the customer’s personnel to implement a complete system – from hardware to software – to deliver installations on time and on-budget.
Christie can implement any hardware/software application including unique technology solutions created specifically for multi-media applications. Christie’s own experienced, in-house personnel can deliver these services or act as a virtual extension of the customer’s staff.
HELP DESK
Multimedia environments are constantly changing and businesses need to remain focused on strategic business issues, control support costs, and improve service quality and end-user productivity. Christie works to keep your environment operating at peak performance so you maximize your investments. With Help Desk Services, Christie offers customized total system support for problem diagnosis and resolution with end-user hardware and business applications. Christie’s highly-trained Help Desk agents understand your systems. Help Desk Services are comprised of the following:
- A single point-of-contact for all calls, including those that need to be routed to another service vendor for resolution
- Detailed and Summary Management reports for quick analysis of ongoing business issues, systems and service performance
- End user support to help resolve issues quickly and provide support and training in a cost effective manner
- Worldwide Coverage and response options to meet your business needs
REMOTE MONITORING & REMOTE PREVENTATIVE SERVICE MAINENANCE
At the heart of Christie Managed Services is the state-of-the-art Christie Network Operations Center (NOC) that links directly to customers’ facilities to provide complete remote monitoring and management of technology assets. The Christie NOC utilizes the latest in predictive maintenance tools to anticipate and resolve potential technical issues before they occur to minimize or eliminate downtime.
- The Christie NOC is specifically designed to support multi-media audio/visual environments
- Custom Christie applications monitor and diagnose problems with digital A/V hardware and its associated software
- Christie’s predictive maintenance capabilities significantly reduce/eliminate incidents of emergency maintenance
- Christie’s expert staff can flag and fix potential issues before they affect customer’s systems.
ON-SITE/EMERGENCY SERVICES
With one phone number to coordinate reactive responses, along with proactive monitoring through the Christie NOC, emergency service issues are responded to quickly and efficiently within a timeframe specified by the customer.
- All emergency service calls are documented for future reference and tracking of repeated problems and their analysis
- Local Christie engineers travel to customer sites to repair equipment Christie-managed spare parts lower costs associated with travel/replacement shipments and minimize downtime
MANAGEMENT OF SPARES/OTHER MANUFACTURER'S WARRANTY
Christie can provide local warehousing of spare parts to help customers meet their required equipment availability goals. Christie also can manage the Returned Merchandise Authorization (RMA) process for all equipment serviced by Christie, directly with the original manufacturer.
CONTENT DISTRIBUTION
Christie provides network solutions for the management and distribution of your content when and where it is needed. Our 24/7 support services ensure that content is delivered correctly and provide validation of the file’s integrity once it has arrived. When networked systems are not available local engineers are available to physically load the content to ensure you are up and running. Our factory-trained engineers ensure the systems are operating at their peak potential and can validate the presentation of your content via the Christie Screen Certification program.
DATA COLLECTION
The Christie NOC collects and maintains data for long-term periods to determine equipment operation trends. For example, the system can predict when a lamp needs replacement or a fan will fail. The unique data collection software allows Christie to collect data for devices and systems that do not have SNMP support.
- Enables customers to perform maintenance at the required time profitability.
- Analysis of date helps Christie and its customers make informed maintenance decisions about equipment and consumable items such as lamps.
COMMISSIONING & CONNECTIVITY
Christie provides on-site inspection and site survey services to help in the equipment selection process and to prepare the site for installation. Christie also provides quality control of its own installers as well as other installers to ensure that customers are getting the most from their equipment, systems and installation partners.
TRAINING & CERTIFICATION PROGRAMS
The training program has been specifically designed to help Christie dealers and customers get the most from the equipment they maintain. On a periodic basis, Christie provides training at all experience levels for a customer’s technical and operational staff. This training focuses on the equipment in the actual environment, taking into consideration the customer’s unique operational needs.
PROJECT MANAGEMENT
For large scale rollouts, Christie routinely manages all aspects of equipment installation including:
- Staging of equipment at Christie service centers
- Complete system validation of all equipment
- Customer-specific labeling and configuration
- Asset tracking
- Shipments scheduled to arrive at installation sites to meet engineers in the field