First Connections

Services - Support & Maintenance - FirstCare

FirstCare is a support package that gives clients peace of mind when they invest in Video Conferencing. A FirstCare package is an essential part of the video conferencing solution as we want to ensure that our client’s systems runs at optimum efficiency and that they are able to gain maximum returns on their investment. This solution offers an ongoing relationship with our clients, and is more than just technical support; it provides a service to give the client the best possible Video Conferencing experience. What ever the problem is, we have the skills, knowledge and expertise to help.

First Connections Ltd are a manufacturer independent company, and have engineers of different magnitudes covering the different types of systems on the market. As Authorised Service Partners (ASP) for both Polycom and Tandberg, we are able to offer service levels that have been audited and accredited by the manufactures. Ranging between Tandberg Certified Associate Professionals (TCAP) and Tandberg Certified Expert Professionals (TCEP) to Polycom Certified Video Engineers (CVE), our engineers have the indepth knowledge and experience to resolve any problems, no matter how difficult, with the minimum amount of disruption.

There are many benefits and features of the FirstCare package, which includes:

Video Helpdesk
Telephone Helpdesk
24 hours Video Test Unit
Next business day Replacement
Software Upgrades
On Site Engineer Support
On Demand Expertise
Installation
On Site Training
Ad-hoc video Training
Consultancy
Qualified Staff
Remote Diagnostics
A Business Partner!

Video and Telephone Helpdesk

The FirstCare Video helpdesk includes highly-trained personnel and state-of-the-art equipment all designed to resolve any problems that may occur, quickly and with the least disruption possible to your company. The equipment used for our Video Help Desk enables our engineers to look at your equipment’s performance, monitor the line, and provide error causes for most situations. Currently, 90% of faults logged with our helpdesk are rectified within 30 minutes. We will also call the remote system to ensure you are calling a valid videoconferencing system to help isolate the problem.

We are also glad to help with more demanding video conferencing tasks at any time, from data sharing to collaborative working. We want to ensure that you are comfortable and confident making use of the full capabilities of your system. It is our aim to have an ongoing relationship with our customers, to make sure that you are always getting the most out of your video conferencing solution. Our video helpdesk number is automatically programmed into every system we install, making it as convenient as possible for you to contact us, for any reason and at any time.

Next business day Replacement/Onsite Engineer

In the few events when a hardware failure is diagnosed FirstCare offers next day courier replacement for failed equipment ensuring that response times are kept to the minimum possible. An onsite Engineer will also be provided
Overall our aim is to ensure that your investment in Video Conferencing runs at optimum efficiency and you are able to gain the maximum returns that Video Conferencing can offer your organisation.

Software Upgrades and Updates

Free Software upgrades are included within the FirstCare package, allowing you to keep up to date with the latest protocols and functionality as they become available. Software upgrades are usually released approximately twice a year, and with these free upgrades you can ensure you system stays compatible with future video solutions, giving you a greater return on your investment.

Training

First Connections believes that it is important to differentiate between the training requirements of technical personnel and the requirements of staff using the videoconferencing system on a day-to-day basis. It is recommended that you appoint a system administrator to perform normal system management but it is important that technical support personnel have had sufficient training to enable them to provide some form of first line assistance.

The 2 distinct categories of training we will provide are as follows;

Technical (for local technical personnel)	Operational (for local users)
Technical overview Group system installation and troubleshooting Networking Peripherals including document camera, VCR etc Codec interfaces (video/audio inputs/outputs, VGA in/out, Ethernet, dataport etc) Call Management including diagnostics Video Streaming ITU Standards	Introduction to videoconferencing including system start-up, basics, making and sending calls, directory etc General use inc. camera control, selecting video/audio sources, presets etc

First Connections also offers additional on-site and remote training. It is unlikely that the technical support personnel will require additional training but it may be that a larger number of “videoconferencing participants” need to be trained. This can either be conducted on-site or remotely via a videoconferencing link.

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