Our Service and Support organisation is built to keep your i3CONNECT solutions running smoothly. Here’s what to expect when you’re expecting i3CONNECT service.
Our service philosophy
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Reliability by design: robust hardware, long service life and remote updates.
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Predictability: clear SLAs, transparent processes and zero-surprise service.
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Partner-first model: because 90% of installations are carried out through our authorised partners.
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Fast recovery: when a device fails, we guarantee a fast, error-free repair cycle.
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Continuous improvement: we keep improving how we support you through better processes, tools, documentation and communication.
1st line support: First contact your AV partner
Your first point of contact for any support or troubleshooting questions for your product is the AV partner you purchased the product from. We can only provide further help if your AV partner is unable to solve your challenge.
Your AV partner has a more detailed background of your unique setup and can therefore debug the solution faster for you with this knowledge.
2nd line support: Repair and replacement with i3CONNECT
At this point, your AV partner will have provided support and concluded that the product may be faulty / malfunctioning. For this, you should first make a ticket here: https://i3group.atlassian.net/helpcenter/i3connect-support/portal/1023/group/-1.
The i3CONNECT Support team will gladly help you in a timely fashion.
3rd line support: Escalated to product development
If the issue is too complex or new, we may have to escalate this to the product team. This process may take multiple months and a success is not guaranteed immediately. We thank you for your patience as we look to solve the problem