Always-on digital signage.
Our Australian-based support team monitors every device in your network in real time through the MyEntwined platform. Device health, connectivity, application performance, and content delivery are all visible from a single dashboard. When something deviates, we act and in most cases the issue is resolved remotely before it affects what is on screen.
Store managers stay focused on customers. Area managers have confidence the network is performing. The support program runs in the background, and the brand communicates as intended.
Data-driven remediation.
The fastest way to fix a screen is to never touch it physically. We utilise a "Remote First" support architecture.
Level 1 & 2 (remote):
Our Australian-based Support team utilises the MyEntwined platform to access deep telemetry from every device. We can diagnose thermal issues, restart applications, push firmware patches, and reset network adaptors remotely. This allows us to resolve most incidents without dispatching a technician.
Level 3 (field):
If a hardware fault is confirmed that cannot be resolved remotely, we deploy a field technician. Because the issue has already been triaged digitally, the technician arrives with the correct tools and replacement devices, ensuring a high First-Time Fix rate.
When physical attendance is needed.
Some faults require a technician on site. When that happens, the remote triage we have already completed means the visit is efficient. The fault is understood before anyone leaves the warehouse. The technician arrives with the correct tools and replacement hardware, and the issue is resolved in a single visit.
We maintain a qualified field technician network across Australia and New Zealand, with the logistical reach to attend metropolitan, outer metro, and regional locations within contracted response timeframes.
Aligned to your operational tempo.
Not every network requires the same level of coverage. We structure our SLAs to match the criticality of your environment.
Standard business hours.For non-critical retail and corporate environments. Coverage during standard trading hours (Monday to Friday). This tier ensures that routine issues are managed efficiently without the premium cost of out-of-hours standby.
Extended & critical coverage.For high-traffic, mission-critical assets. For environments like airports (FIDS), 24-hour convenience/fuel, or flagship retail, downtime is not an option. We offer extended support windows (including weekends and public holidays) with accelerated response times to ensure issues are addressed immediately, regardless of when they occur.
Support is in our DNA.
Want to know more about what a well-supported network looks like in practice?
