Managed Service for Media Technology

SIGMA-Techniker arbeitet an einem Laptop vor geöffneten AV-Equipment-Racks in einem abgedunkelten Technikraum mit blauer und grüner LED-Beleuchtung.

Client: Siemens Building Technologies | Location: Zug | Design: Triad | Photography: Michael Lübke

Media technology is business-critical – it must work when you need it. Our managed service contract ensures that your systems run reliably, that faults are resolved quickly and transparently, and that your investment remains protected in the long term. With clear service-level agreements, preventative maintenance, remote monitoring and expert support – all from a single source. Whether you’re planning a new AV installation or already operating systems – our managed service contract ensures that your systems run reliably.

We don’t view your media infrastructure in isolation, but holistically: maintenance, monitoring, lifecycle planning and sustainability all go hand in hand. Our service team supports your systems over the years – from installation right through to technically and economically sensible renewal.

Streamlined processes, transparent billing – a ticketing system for all enquiries.

Response times you can rely on – defined in the SLA.

Operational reliability that matters

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Keep a close eye on your media infrastructure with preventive maintenance

1. Service Level Agreements (SLAs) – Planning certainty

Binding SLA models tailored to your requirements

Our SLA models are transparent and can be tailored to your requirements – whether you choose a standard package or a bespoke solution. Our contract terms are simple and fair; get a quick overview here.

- Term: 1 year, with automatic renewal thereafter

- Notice of termination: In writing, one month before the end of the contract

- Scope of services: All equipment installed by SIGMA at the agreed location

- Extensions and changes: To be discussed and invoiced separately

- Further details can be found in our Terms and Conditions

Why do I need an SLA rather than just a standard service contract?

An SLA sets out specific response times, availability targets and service guarantees – in writing and in a legally binding manner. Without an SLA, you only have a service description, but no assurance as to how quickly and reliably assistance will be provided. With an SLA, you know exactly what you can rely on.

Can I amend or extend my SLA at a later date?

Yes, absolutely. If your requirements change – for example, new locations, additional devices or higher availability targets – we will amend the contract. The new terms will apply from the date of the agreement; existing services will remain unchanged.

What happens if SIGMA AV fails to comply with the SLA?

In the event of breaches of the SLA, we grant service credits or price reductions – depending on the contract. The detailed terms and conditions of the contract set out which mechanisms apply. Transparency and fairness are our standard in this regard.

Mitarbeiter/in bei der Arbeit am Computer in technischer Arbeitsumgebung

2. Annual maintenance and inspection of your media technology

Preventative maintenance instead of emergency costs

- Visual and functional checks of all media technology equipment

- Cleaning of LED screens, displays, optics, filters and fans

- Mechanical alignment of cameras, displays, projectors, loudspeakers and microphones

- Electrical calibration of audio, video and imaging systems

- Functional checks and performance tests

- Detailed documentation of all maintenance steps

Can the maintenance be carried out without interrupting operations?

Yes, we plan maintenance work so that your systems can continue to run as far as possible. For critical inspections or calibrations, we agree on time slots in advance – often early in the morning or at the weekend, depending on your operating hours.

What exactly is checked during a service, and why?

We carry out visual and functional checks, clean optical and mechanical components, calibrate audio and video systems, and document everything. These measures significantly extend the service life of your equipment and prevent faults before they occur.

How often should I really have my audio-visual equipment serviced?

That depends on how often the system is used and the environment. LED walls operating 24/7 require more frequent maintenance than conference room systems. We recommend inspections at least once a year – half-yearly or quarterly inspections often pay for themselves quickly from a cost perspective.

3. Software updates, patches & security

System updates and security patches are included in the contract – planned, tested and reliably deployed. No unexpected downtime, no missed security updates

Our services in the area of software updates, patches and security

- Firmware updates and software patches for all devices

- Security updates for networks and control systems

- Planning with minimal impact on operations

- Backup strategies and redundancy checks

For how much longer will my hardware continue to receive security updates?

This depends on the device manufacturer – typically 5–10 years from the date of purchase. We will inform you in good time when support ends and advise you on secure alternatives or lifecycle planning.

What happens if an update disrupts or crashes my system?

Before every update, we carry out compatibility tests and plan the installation in consultation with you. Should any problems nevertheless arise, we have rollback plans and backup systems in place.

Are all updates automatically included in the Managed Service?

Yes. Firmware updates, security patches and compatible software upgrades are all included in the service – planned, tested and installed at no extra cost.

4. Remote Troubleshooting & Predictive Maintenance

Your systems are continuously monitored from our technical control rooms – in compliance with the GDPR and in a transparent manner. We often detect faults before you even notice them.

Detecting faults before they lead to system failures

- 24/7 system monitoring and early fault detection

- Automatic notifications in the event of problems

- Remote maintenance via secure VPN and encrypted channels

- Predictive maintenance: we detect wear and tear and plan replacements at an early stage

- Data protection and IT security in accordance with German standards

What data is collected during monitoring – and who has access to it?

We monitor system health, errors, utilisation and wear and tear – but not your content or user activity. Only our authorised technicians have access via secure VPN connections. Everything is GDPR-compliant and coordinated with your IT team.

What happens when a problem is identified?

We’ll notify you straight away – by email, text message or phone call, depending on the priority. At the same time, we’ll automatically open a ticket and start working on a solution, often before you’ve even noticed anything.

Can I adjust or restrict the monitoring at any time?

Yes, this can be customised. You decide which systems are monitored and which notifications you receive. Changes are implemented quickly and documented.

5. Rapid fault resolution & ticketing system

We record all service requests centrally, document them transparently and process them in accordance with the SLA. You’ll always be kept up to date on the status – no waiting in the dark.

Remote and on-site support – flexible solutions

Hotline and email (weekdays 8.00 am–5.00 pm) or web form

- Clearly defined response times: up to 4 hours by telephone, up to 3 working days on-site

- Ticket-based tracking for full transparency

- Prioritised handling over individual requests

- Spare parts procurement – fast and prioritised

How quickly does a technician actually arrive on site in the event of an urgent fault?

That depends on your SLA. Typically, we guarantee a response within 4 hours by telephone and on-site support within 3 working days. In the event of critical faults, we can also arrive more quickly – please speak to our service team.

Is support also available at the weekend or after 5.00 pm?

Standard support is available on weekdays from 8.00 am to 5.00 pm. For 24/7 cover or extended hours, we’d be happy to advise you on Premium SLA models – this is something you can plan for and often makes good financial sense.

What counts as an error, and what do I need to sort out myself?

We deal with any issues relating to your installed systems – hardware, firmware, networking and calibration. We usually quickly identify user-related issues (e.g. incorrect input) ourselves, whilst we actively resolve other faults. Everything is documented in the ticket.

Besucherin geht durch den Experience Room im Siemens Inspiration Center Zug, an der Wand eine beleuchtete Display-Säule.

Mitarbeiter arbeitet an einem Serverrack.

6. Lifecycle management – from installation to replacement

Sustainable media infrastructure requires long-term planning. We support your systems throughout their entire lifecycle – from installation and regular maintenance right through to cost-effective and environmentally sound renewal.

Plan your media technology with confidence using lifecycle management

- Equipment monitoring: tracking age, utilisation and maintenance history

- End-of-life planning: When is the right time for replacement?

- Sustainability advice: Disposal, recycling and resource-efficient solutions

- Cost-effective alternatives: Refurbished or second-hand media technology – where appropriate

- Budget planning: Transparent cost forecasts for your AV infrastructure

How can I tell if my devices are getting too old?

We continuously analyse age, utilisation and wear and tear. If repairs become more frequent or more expensive, if performance declines, or if manufacturer support comes to an end – then replacement usually makes economic sense. Early planning is particularly important for complex systems such as interactive exhibits or immersive installations. We’ll guide you through the process of determining when it makes financial sense to upgrade your interactive media infrastructure. We’ll show you the figures.

What happens to old appliances – disposal or recycling?

We guide you towards sustainable solutions. We assist with certified disposal, recycling or donations to cultural institutions and schools – depending on what makes the most sense from an environmental and social perspective. All processes are documented and transparent.

Can I donate old appliances instead of throwing them away?

Yes, of course. We help people find organisations to donate to, such as cultural and charitable institutions. If the equipment is still in working order, this is often the best solution – both environmentally and socially.

7. DGUV V3 inspections & compliance

For a safe, legally compliant media infrastructure – we carry out regular DGUV V3 inspections and document all inspections

Our services in the field of DGUV V3 inspections and compliance

- Annual or biennial DGUV V3 inspections (depending on the type of equipment)

- Inspection reports and documentation for insurers and operators

- Safe equipment and conformity testing

What exactly is DGUV V3 and why do I need it?

DGUV V3 is the guideline governing the inspection of portable electrical equipment – in other words, the statutory inspection requirement for all portable and mobile electrical devices in the workplace. They must be inspected regularly to ensure they are safe: insulation testing, functional testing and checks for visible defects. This protects your staff from the risk of accidents and your company from legal liability risks. We specialise in this for media technology.

How often do I need to have DGUV V3 inspections carried out?

This depends on the type of equipment and the intensity of use. The standard inspection intervals are annual or biennial – for high-performance equipment or 24/7 operation, an annual schedule is recommended. We can advise you on the correct intervals and carry out all inspections as part of our Managed Service. The exact requirements under DGUV V3 are set out in the inspection guidelines.

Is DGUV V3 included in the managed service, and what happens to the inspection reports?

DGUV V3 inspections are either included as per your contract or can be booked as an additional service – please speak to our service team about your individual SLA. We produce detailed inspection reports, which we can provide to you digitally or in paper form, if required.

Conclusion: This is why a managed service contract is worthwhile

The benefits of our service agreement

If your audiovisual equipment is integral to your business operations – in meeting rooms, showrooms, museums, retail outlets or at events – the costs of downtime are high. A managed service contract reduces risks and is often more cost-effective than individual repairs.

- Operational reliability: Downtime is significantly reduced through preventative measures and monitoring

- Predictable costs: a flat-rate fee instead of unexpected bills

- Technical support: Prompt points of contact, no improvisation

- Longevity: Regular maintenance keeps your equipment in good working order for longer

- Compliance: DGUV V3 inspections and documentation are automatically covered

- Sustainability: Scheduled replacement rather than emergency replacements

If you need support for your media technology, please speak to our team

SIGMA System Audio-Visuell GmbH
Schiessstraße 53
40549 Düsseldorf

We are a member of the Audio Visual and Integrated Experience Association

We are a member of the Association for Media and Event Technology.