Reflex recognises that after sales service is very important to our customers. The nature of the equipment we supply means that when customers are using it they are likely to be in front of an audience and therefore any breakdown can lead to a missed opportunity or even embarrassment.

Reflex has provided managed maintenance and support services for its customers for over 25 years. Today we have in excess of 200 field maintenance contracts that range in cost and complexity from a single boardroom at under a £1,000 to 40 lecture theatres worth over £500,000 over seven years.

Services

• Technical Support We offer all customers unlimited technical support between the hours of 0900 and 1700 Monday to Friday and we maintain a dedicated Tech Support desk.

• On-site Maintenance Contracts We offer a range of field Maintenance Contracts with a variety of options designed to give customers’ the right type of cover for their needs and budget. Click here for more information...

• Out-of-hours Support In addition to Technical Support during normal working ours we can offer additional cover up to 24 x 7 x 365.

• Extended Warranty All of the products (excluding consumables) we supply come with a minimum of a one-year manufacturer’s warranty. If customers wish to extend this warranty for up to five years, or enhance the terms then Reflex provide a range of options including return to base or on-site swap-out.

• In-house Repairs (including warranty support) For customers’ whose equipment is covered by warranty we will firstly try to diagnose and rectify the fault over the phone, if this is not possible we will repair the unit ourselves or return it to the manufacturer for repair. We also offer a chargeable ad-hoc repair service.

• Asset Tagging Reflex are happy to create and maintain a customers Asset Register including fixing asset tags or barcodes to individual items of equipment.

• Service Level Agreements, Reporting and Review We believe that it is essential to the smooth and efficient running of any Managed Services Contract that a Service Level Agreement – SLA is set up and agreed from the outset. We will then produce reports showing our performance against the agreed SLAs and finally arrange review meeting to discuss performance and agree methods of improvement.

• Spares Back-up Reflex carry £175,000 worth of service department loan equipment to support customers whose equipment we cannot fix immediately.

• Computer Systems Since 2009 Reflex has invested in one of the latest Service Management Systems which is internet based and has a “Remote Customer Access” facility which allows clients to book their own fault calls, monitor progress of response and run their own fault and activity reports.

If you would like further information about our Managed Services or if you require any of the services above please contact us directly on 0118 931 4611 or use the button below to get in touch with us: