Operational continuity.

Hardware fails; software hangs; networks drop. In a commercial environment, these are operational realities, not possibilities. A support agreement is your insurance policy against these events impacting your revenue or brand reputation.

Entwined moves beyond the traditional "break/fix" model. We operate as an extension of your IT department, taking total accountability for the health of the digital signage network. Our objective is simple: minimise the time between issue and resolution.

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.

Not every network requires the same level of coverage. We structure our SLAs to match the criticality of your environment.

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.

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.