Survey: Managed Services vs. On-Demand Services

One of the legacies of "media services" or A/V groups in organizations has been in-house technical support. As technology has evolved, and become much more complex, some organizations have re-thought the paradigm. Rather than having in-house support, who needs constant training, and pay increases to compete with commercial integrators, does it make sense to purchase service contracts. Some organizations have done this for years with the large scale projects. Many of us simply use on-demand support from our integrators. AV-1 is interested in knowing what you are doing, or thinking about doing in the future.

Survey is Closed!
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When using outside vendors for support, do you use:

  • On Demand (pay by the hour)
  • Service Contract
  • Combination of both
  • Neither, we never use outside vendor support

If you use service contracts, does the vendor also extend the warranty of your equipment, so that everything is covered during the term of the contract?

  • Yes
  • No

Do you believe an outside vendor could offer you a qualified technician, via a service contract for less money than you can hire one? If not less money than one who is better trained and more qualified?

  • Yes
  • No

Have you ever looked into, or considered, a service contract for any of your spaces?

  • Yes
  • No

What do you consider the biggest dis-advantage of a service contract?

  • Too expensive
  • Not immediate enough, I need someone in my rooms within 5 minutes
  • Never sure of the quality of the technician
  • I would have less staff for the times we need them most (major events, etc.)

What do you consider the biggest advantage of a service contract?

  • I can have less staff, and all the costs that come with staff
  • The technicians would be highly qualified and trained
  • I would not have to worry about vacations/sick days
  • I would have someone to point at when things went wrong

Optional: Because we promise that you never have to type anything, you can skip this question if you want. However, if you would like to elaborate on any thoughts or experiences you have with service contracts vs. on-demand service, we would love to hear your thoughts.

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