Expertise

Help Desk

MediaCentric™ provides Help Desk technical services to manufacturers, Pro-AV dealers/VARS and end-users. These services include; remote diagnostics, installation and commissioning support for field technicians, end-user technical support and various training programs. MediaCentric™ helps customers avoid costly delays, service interruptions and system downtime through maintenance plans that support all aspects of audiovisual integration, unified communications and networking technologies

  • Tier 1 Support: Basic level support. Technical Operator gathers the customer information, analyzes symptoms, and determines the issue at hand. The issue is either resolved at this level or transferred to Tier 2.
  • Tier 2 Support: Administrative level support. Admin assists Tier 1 with basic technical problems and reviews the work order to evaluate the status and duration of the issue. Specific information regarding the equipment and/or the application is gathered. Requirements may include diagnostic testing, physical testing or replacing of hardware before transferring to Tier 3.
  • Tier 3 Support: Highest level support. Specialist provides assistance to Tier 1 and 2 with the issues documented as highly difficult or advanced. Previous tier work orders and resolution time frames are reviewed. New customer information and issues are documented and evaluated. If needed high level problems are sent to the original developers for in-depth analysis at critical stages to resolve the issue.

How Can The MediaCentric™ Help Desk Help You?

  • Hours of Operation 8am—6pm PST M-F. Extended Coverage Available.
  • Help Desk Operator: Live initial call within 5 minutes. Up to 1 hour response to start working the case.
  • Device specialist : Instant upon transfer, or no more than 2 hours
  • Onsite Technician: Available as soon as 4 hours, no more than 48 hours (pending on contract agreement)
  • MediaCentric™ uses Salesforce Cases and Metrics for tracking Help Desk Cases. Detailed Reporting and Metrics Available.
  • Extended coverage available for emergency support and after hours coverage.
  • MediaCentric’s Help Desk expertise includes control systems, switchers, audio DSP’s, room integration, videoconferencing endpoints, gatekeepers, gateways, MCU’s, firewall traversal, VC management systems and networking products.

Below are just some of the manufacturer products and solutions that MediaCentric’s HelpDesk is certified and trained in providing support

  • controls
  • Polycom
  • Radvision
  • GSA
  • jupiter
  • Lync
  • Liberty
  • crestron
  • Cisco
  • aarive
  • Extron
  • Biamp
  • Vidyo

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Expertise

Programming Capabilities

Our programmers will develop, test and implement software for A/V control systems per specifications and intent of usage. Our techs are certified in:

  • Crestron
  • AMX
  • Extron
  • Utelogy
  • Biamp
  • QSC
  • Polycom
  • ClearOne

We are always identifying new programming techniques to reduce development time while maintaining high quality programming.

  • ACE
  • ClearOne-Certified
  • Crestron-Certified
  • Extron-Certified
  • Polycom-Certified
  • Biamp

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Expertise

Video Conferencing Capabilities

A seasoned expert in the area of video conferencing, MediaCentric™ offers services in a collection of technologies that integrate video with audio, data, or both, to convey communication and collaboration in real-time over distance, for meetings between dispersed sites. With network infrastructure certifications in Cisco, Polycom, Lifesize and Radvision, in addition to multiple years of experience, MediaCentric™ is highly adept with several generations of products and deployments in the video conferencing space. In addition, MediaCentric™ holds Cisco, Polycom, Lifesize, Vidyo, Sony, and multiple other codec certifications, in order to meet the needs of your video conferencing system.

*MediaCentric™ is not a reseller.

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Expertise

Audiovisual Capabilities

With over 150 years of combined AV/IT experience and knowledge, MediaCentric™ is a trusted industry resource and integrator partner. MediaCentric™ has grown through the years with the industry, gathering experience and certifications in various control systems including Crestron, AMX, Utelogy and Extron. In addition to control systems, MediaCentric™ engineers are well versed and certified in several audio DSP platforms including Biamp, Polycom, QSys, Extron, and ClearOne.

A “best of class” independent professional services provider, MediaCentric™ offers technical expertise in video walls, maintaining certifications from industry leading manufacturer products such as Christie MicroTiles, Jupiter Systems PixelNet, and Fusion Catalyst and Planar Clarity Matrix.

MediaCentric’s expertise includes a wide array of products, solutions, and applications, including, but not limited to:

  • Christie, Digital Projection, InFocus, NEC, Pioneer, Samsung, and Sony, as well as dozens of other display manufacturers for projectors, plasmas, LCD’s, and LED products.
  • Da-Lite, Draper, and Stewart screens and lifts, including rough and finish work in drop ceilings.
  • Commissioning of system components, including video switchers, audio DSP’s and VTC codecs.
  • Installation of field devices such as ceiling/surface mounted speakers, microphones and cameras.
  • Cable pulls, terminations, wire looming, rack fabrication, and wiring.
  • Structural installation and fabrication capabilities to install products suspended from any type of ceiling, or on any wall.
  • Ability to perform minor carpentry and millwork modifications, depending on size and scope.
  • Light fabrication as needed for special installations.

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Services

Training

New technology can be intimidating to use and interact with in the beginning. We can give your end users the training they need to feel comfortable using their new AV system.

Services include but are not limited to

End User Product Training
Administrative Level Systems Training

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Helpdesk & Field Maintenance

Even the best tuned machine will eventually break down or have issues if not properly maintained and/or not commissioned right during installation. We can diagnose issues to get your meeting space back in working order at various levels of complexity. We can represent you in the most professional manner and deal directly with your customers on your behalf.

Services include but are not limited to

Help Desk
Onsite or Remote Service Calls
Troubleshooting
Onsite Service Level Agreements (SLA’s) & Maintenance Contracts
Monitoring

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Services

Network Infrastructure

Network infrastructure that drives video conference has become somewhat of a niche. Our engineers have years of experience deploying Cisco and Polycom Telepresence.

Services include but are not limited to

Cisco VTC Infrastructure
Polycom VTC Infrastructure
IP Encoders/Decoders infrastructure Expertise
Various Manufacturers Switch/Route design and architecture, audits, configuration, troubleshooting and optimization

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Programming

We are certified and well experienced in various control system platforms for programming using manf. Touchpanels, IPAD’s, Windows or Android tablets, smartphones or browser based devices.

Platforms including, but not limited to;

Crestron
Extron
Utelogy
Atlona
Broadata
Polycom

DSP’s including, but not limited to;

Biamp
Crestron
QSC
Clearone

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Systems Commissioning

We pride ourselves in giving our customers a well tuned product. From projectors and displays to audio DSPs, we make sure every component is correctly calibrated to work in its environment.

Services include but are not limited to

Working with an onsite or remote control system programmer to test provided code
Room audio normalization and optimization
Equalization and tuning of microphones for far end and local voice lift applications
Configuration and testing of VoIP or ATC
Configuration and testing of VTC
EDID configuration
Firmware updates
Video signal routing and distribution testing
Extensive testing of control programming functionality
QA of overall job

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Installation and Integration

Let us bring your design from paper to reality with a team of seasoned technicians, leads and commissioning engineers. We follow and integrate industry standards and will represent your company with the highest integrity.  We are well versed in small to large room solutions that range from huddle spaces all the way to multi-divisible rooms and auditoriums. We also have the manpower and flexibility to support local as well as large scale, nationwide deployments.

Services include but are not limited to

Installations and integrations both small and large
Structural work; Fabrication of a variety of unistrut structures, various mounting techniques for flatscreens, projectors, projection screens, cameras, videowalls on walls or in ceilings
Enterprise room deployments where the IP network is the backbone between rooms, campuses and geographies
Equipment Relocation
Technology Retrofit
Deployments of Multiple Meeting Spaces
Video Conferencing/Telepresence Implementations

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