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PHONE HOTLINE: +44 333 344 3201E-MAIL: sales@controllabs.co.uk
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PHONE HOTLINE: +44 333 344 3201E-MAIL: sales@controllabs.co.uk
Get In Touch
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Support & Maintenance

Seamless, Year-Round Support for Your Software Solutions ❤️

Our support and maintenance services are designed to keep your software solutions performing at their peak, year-round. With flexible care packages tailored to match your exact requirements, we ensure that every client—whether a manufacturer or integrator—receives the right support, at the right time. From routine updates to rapid troubleshooting, our expert team takes proactive steps to maintain module performance and compatibility, allowing you to focus on what you do best while we handle the technical intricacies. Say goodbye to unexpected disruptions and unplanned costs; our dedicated team is committed to delivering seamless integration and peace of mind.

A Trusted Partner in Your Success

Partnering with ControlLabs means more than just technical support—it’s an investment in your long-term success. We work closely with your team to provide ongoing assurance that all software and third-party modules are operating flawlessly, reinforcing your brand’s reliability and helping drive adoption with your end-users. With our reliable, responsive support team in place, you can confidently deliver a frictionless, high-quality experience to your clients, knowing that we’re behind the scenes ensuring every module and integration is optimised for peak performance.

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Our Services

Our suite of support services ensure that hardware manufacturers and integrators receive the technical support they need for robust, reliable, and responsive module integrations all year-round.

1
Module life-cycle management

End-to-end management of modules, from initial deployment to updates and deprecation, ensuring module compatibility with evolving systems and software updates.
2
Technical Support Desk

dedicated support desk with expertise in troubleshooting and resolving software-related issues for AV/IT manufacturers and integrators, accessible through phone, email, chat and VC.
3
Proactive Monitoring & Health Checks

Regular software health checks and monitoring of module performance to identify and address potential issues before they affect operations.
4
Software Updates & Patch Management

Ensuring all modules receive timely updates and patches to align with system enhancements, security protocols, and compatibility requirements of third-party software.
5
Diagnostics

Tailored troubleshooting for hardware manufacturers and integrators module portfolio, diagnosing and resolving issues unique to customised or complex third party software integrations.
6
Training & Documentation

We deliver comprehensive training sessions and clear, up-to-date documentation on module usage and best practices, enabling manufacturers and integrators to maximise functionality and minimise down time.
7
Emergency Response

Priority support for critical software issues, with rapid response times to patch system functionality and minimise downtime.
8
Performance Optimisation

Regular reviews and optimisations of modules for performance improvements, ensuring they run efficiently and meet evolving client needs and technical standards.

Support & Maintenance

Care Packages

From fixed price, ADHOC support, to full SLA driven support contracts with rapid response.

ADHOC CARE

SUPPORT COVER LEVEL
Ticket Logging
Global support
Email support
Remote support (PAYG)
Standard SLA
Software updates (PAYG)
Unlimited chargeable access to the [ControlLabs] remote support desk on a SLA driven preferential (per hour), fixed price. Including technical support & development throughout the year billed on an ‘ADHOC’ basis at the end of each week.
 
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CARE +

SUPPORT COVER LEVEL
24/7 Ticket Logging
Global support
Phone support
Email support
Remote support
Software updates
1 Day Priority Development Time
8 Hour Initial Response SLA
Product Firmware Updates
Unlimited priority access to the [ControlLabs] remote support desk Including technical support & development throughout the year included as part of an SLA driven support contract.
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Recommended

DIAMOND CARE

SUPPORT COVER LEVEL
24/7 Ticket Logging
Global support
Phone support
Email support
Remote support
Product firmware updates
Control system firmware updates
2 Day Priority Development Time
4 Hour Initial Response SLA
Next business day development time for critical issues
Our highest priority level for support, including unlimited access to the [ControlLabs] remote support desk, technical support & development throughout the year included as standard as part of our diamond level SLA driven support contract.
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Care packages

COMPARISON TABLE

Explore our comprehensive support options tailored to meet the diverse needs of hardware manufacturers and integrators across the globe. 

ADHOC-CARE
Care-+
DIAMOND-CARE
Care packages
20%
of the total module cost per year
30%
of the total module cost per year
50%
of the total module cost per year
Support Desk
Worldwide support
Email support
Phone support
Live chat
Remote support
PAYG
Ticket Logging
Standard business hours
24/7/365
SLA
Initial Response SLA
Software Development
Product Firmware Updates
PAYG
1 DAY POOLED
2 DAY POOLED
Control System Firmware Updates
PAYG
PAYG
2 DAY POOLED
Priority Development Time
Diamond Priority Development Time
Guaranteed Next Business Day Development
Customer success
Yearly Health Check
PAYG
PAYG
Account manager
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*Fair use policy of 10 incoming email tickets per week for Adhoc Care, 15 tickets per week for Care+, and 20 tickets per week for Diamond care. **Fair use policy of 10 incoming calls per week for Care+, and 15 Incoming calls per week for Diamond care. ***Up to 5 remote support sessions per month, 20 minutes per session included in the support contract. After the 20 minute mark, and after the five sessions per month have been exceeded clients will have the option to continue the remote support at the standard chargeable hourly rate (PAYG). ‘PAYG’ refers to pay as you go, meaning services are charged at the standard daily or hourly rate and billed weekly.

Supported Ecosystems

With a special focus on commercial audio visual control & automation solutions, [ControlLabs] brings a wealth of knowledge to our supported ecosystems, ensuring clients get the support they need, from an industry leading  team of consultants and developers.

Let’s talk about what [ControlLabs] can do for you..