Support Services

We work alongside you and your teams to craft solutions that meet your specific operational and budgetary requirements and ensure you always deliver exceptional end user experiences. Our in-house experts and dedicated partner network, coupled with our collaborative swarm approach, enable our clients to drive excellence across multiple disciplines, sectors and locations.

With over 6,500 devices supported globally, our experts fully understand how to keep your estate running. With innovative remote management tools, real-time fault diagnostics and remote monitoring, we deliver invaluable insights into solution status and trend analysis over time, maximising your uptime even further. This proactive approach empowers you to identify recurring issues and pre-emptively mitigate them before they impact your teams.

Service desk

Fix faults instantly. Kinly’s Service Desk is your dedicated resource for managing all enquiries and fault reporting. This cost-effective model allows you to quickly raise tickets, secure expert technical assistance and remedy issues remotely where on-site engineering is not required.

Hardware and warranty management

Secure maximum availability. We maintain strong relationships with all our trusted partners. This enables us to manage RMAs quickly and efficiently through equipment replacements or loans, keeping you informed on the status of your request throughout the entire process.

Incident management

Coordinate your support network and view live updates via our case management system. Enquiries that cannot be resolved by the Service Desk are transferred immediately to our Service Coordinators. We then perform remote diagnostics and arrange a site visit for troubleshooting and resolutions.

Hybrid Managed Service – Remote

Access our robust operational on-site teams and gain added reassurance from field response SLAs specific to your business to back up your virtual and physical workforces.

Software and release management

Remove the pressures of documentation management. We track and document all components installed in your solutions, managing assets to identify equipment that needs to be updated. Software that cannot be updated remotely will be refreshed during your Health Audit.

Field engineers

Rely on the support of experts. Our team of Field Service Engineers will promptly visit your site when remote restoration is not possible. Owing to our technical dispatch approach, you can be assured that the Engineer assigned will always have the skills and resources to resolve your faults.

Loans and repairs

Bridge service gaps. We process equipment for assessment through our repair centre. Wherever feasible, repairs are handled by a Kinly Technician. Where equipment is returned to the manufacturer, we maintain a pool of loan equipment from our extensive, centralised warehouse.

Service reviews

Enhance your service. We are committed to continuous improvement and drive that through quarterly service reviews. Strategic reports can be customised to meet your specific requirements and include service performance statistics, trends and recommendations for improvements.

Third-party service extensions

Maximise the life of your solutions. By evaluating technology at the service design phase, we specify, procure and manage appropriate manufacturer extended warranties based on your requirements. Warranties can support specialist equipment, software licensing and advanced service levels.

Preventative maintenance visits

On-site reviews for improvements in performance and longevity
Complex areas, event spaces and critical meeting room environments
Asset validation, proactive maintenance, verification and recommendations.

Service Delivery Manager (SDM)

End-to-end, high-touch management of service delivery
Dedicated point of contact throughout the process
Enhanced operational success and user satisfaction.

International partner network

Consistent support models
Regional and global assistance
Access to an ecosystem of trusted partners and technologies.

24x5 Service Desk

24-hour global support throughout the business week
International help desks
Telephone support and email assistance.

Four-hour Field Engineer response

Minimised downtime and disruption for improved continuity
Engineering support for critical environments, infrastructure and technology
Fast on-site attendance in line with strict SLAs.

Tech Fund

Prepaid budget for flexibility and speed in service delivery
Cover for spares, consumables and out-of-scope visits
Remove the need for lengthy approval processes.

Software Audit

Maintain up to date software, firmware and documentation
Maximise security, compliance, consistency and reliability
Managed in line with your change enablement processes.

IT Health Check (ITHC)

Conducted by external cybersecurity experts or organisations
Identify vulnerabilities, weaknesses and risks
Bolster security and protect your organisation.

AV security assessments

Specialist evaluations of network security
Minimise weak spots and achieve peace of mind
Delivered in adherence to your specific requirements.

Critical spares

On-site stock of crucial components and systems
Maximise the continuity of your operations
Remove the need for complicated contracts.

Quick start

Equipment availability during upgrades or inventory processing
Reduced service level commitments
Basic access to expert Kinly support

Consultancy

Plan for success from the outset. Collaborating with you and your key stakeholders, we perform a site visit of your premises to capture your requirements, understand your processes, assess your environment and review your assets to inform a service design tailored to your business.

Service design

Deliver your vision. Using the knowledge gained at the evaluate stage, our expert design team will develop a service proposition and service offer, working closely with you and your teams to ensure all your needs are fully met before you give the final signoff.

Transition

Roll out your support framework with confidence. We’ll agree an implementation plan with your key stakeholders, ensure Kinly staff are vetted and trained, and introduce you to the service. This is all before documentation, final system checks and establishing a meeting and reporting schedule.

Operations

Maximise your operational efficiency. Establishing the Continual Service Improvement Plan and scheduling service delivery and reporting reviews, we set measurable targets and timescales while establishing resource requirements.

Optimise

Consistently improve. We will agree monitoring and improvement milestones and measures, plan a training and development strategy, and commit any necessary additional resources, including personnel, budget and time.

Renew

See the results. By reviewing service performance against your original vision and documenting key revisions, we monitor and evaluate the impact of recommended actions, iterating by returning to the beginning of the process for continuous service improvements.

Tailored

Support your strategic goals, enhance sustainability and empower your people. We deliver audio visual solutions tailored to your unique and exacting requirements.

Savings

Secure economies of scale. Access the market’s best technology through our extensive and established partner ecosystem and reduce costs as your business grows.

Futureproof

Build for the future. All our modern workplace solutions are architected for longevity, performance and sustainability, keeping your operations secure while protecting the planet.

Efficiency

Focus your resources where they matter. We expertly coordinate with third party trades so that you don’t have to.

On-time

Mitigate risks and reduce delays. With 360-degree project insight, we ensure your solutions arrive where you want them, when you want them, and performing how you need them.

Seamless

Deliver exceptional user experiences. We leave no stone unturned, carefully planning how your solution integrates with interior design, architecture, aesthetics, acoustics, lighting, and more.

Continuous improvement

Drive a culture of excellence. By sharing insights across all disciplines and continually building improvements into your processes, we help you gain a competitive edge.

Sustainable

Meet and exceed your ESG targets. We are committed to a sustainable approach to solution specification, partner relations and ongoing support.

Our technology partners

We partner with the world’s most exciting manufacturers and innovative technology providers. From big to small, we know them all. These relationships have been established and nurtured over 25-years to provide our customers with unlimited access to the best range of solutions available on the market.

Our Partners

Resource

Trusted Connections 2024

Based on insights from 425 AV professionals in enterprise-level companies across the UK, Germany, Netherlands, and the Nordics, our Trusted Connections research is back, and better than ever!