Support Services

Secure maximum value, continuity and performance. We collaborate with your teams to tailor support services that meet their exact operational and budgetary requirements. Reinforced by a 24x5 Support Desk, our services range from remote monitoring and management and preventative maintenance through to rapid engineering response.

We make things as easy as possible in the face of challenges. This is supported by our dynamic and collaborative swarm approach, mobilising dedicated experts to ensure a productive flow of information and fast and lasting resolutions to complex faults.

Our people are driven by delivering exceptional end user experiences. Armed with best in class tools and processes, we are committed to keeping your business running smoothly with modular support services based on strict and measurable SLAs for a predictable, seamless and reliable service.

Start your support journey

Service desk

Fix complex issues, fast. The Kinly Service Desk is your dedicated resource for managing all enquiries and fault reporting. This cost-effective model allows you to quickly raise tickets, secure expert technical assistance and remedy issues remotely where on-site engineering is not required.

Hardware and warranty management

Secure maximum availability. We maintain strong relationships with all our trusted partners. This enables us to manage RMAs quickly and efficiently through equipment replacements or loans, keeping you informed on the status of your request throughout the entire process.

Incident management

Coordinate your support network and view live updates via our case management system. Enquiries that cannot be resolved by the Service Desk are transferred immediately to our service coordinators. We then perform remote diagnostics and arrange a site visit for troubleshooting and resolutions.

Remote hybrid managed service

Access our robust operational on-site teams and gain added reassurance from field response SLAs tailored to the unique requirements of your business to back up your virtual and physical workforces.

Software and release management

Remove the pressures of documentation management. We track and document all components installed in your solutions, managing assets to identify equipment that needs to be updated. Software that cannot be updated remotely will be refreshed during your health audit.

Field engineers

Count on the support of experts. Our team of field service engineers promptly visit your site when remote restoration is not possible. With our technical dispatch approach, you can be assured that the engineer assigned will always have the skills and resources required to resolve any issues.

Loans and repairs

Bridge service gaps. We process equipment for assessment through our repair centre. Wherever feasible, repairs are handled by a Kinly Technician. When equipment is returned to the manufacturer, we maintain a pool of loan equipment from our extensive, centralised warehouse.

Service reviews

Enhance your service. We are committed to continuous improvement through quarterly service reviews. Strategic reports can be customised to meet your specific requirements and include performance statistics, trends and recommendations.

Third-party service extensions

Maximise longevity. By evaluating technology at the service design phase, we specify, procure and manage appropriate manufacturer extended warranties based on your requirements. Warranties can support specialist equipment, software licensing and advanced service levels.

Preventative maintenance visits

On-site reviews for improvements in performance and longevity
Complex areas, event spaces and critical meeting room environments
Asset validation, proactive maintenance, verification and recommendations.

Service Delivery Manager (SDM)

End-to-end, high-touch management of service delivery
Dedicated point of contact throughout the process
Enhanced operational success and user satisfaction.

International partner network

Consistent support models
Regional and global assistance
Access to an ecosystem of trusted partners and technologies.

24x5 Service Desk

24-hour global support throughout the business week
International help desks
Telephone support and email assistance.

Four-hour Field Engineer response

Minimised downtime and disruption for improved continuity
Engineering support for critical environments, infrastructure and technology
Fast on-site attendance in line with strict SLAs.

Tech Fund

Prepaid budget for flexibility and speed in service delivery
Cover for spares, consumables and out-of-scope visits
Remove the need for lengthy approval processes.

Software Audit

Maintain up to date software, firmware and documentation
Maximise security, compliance, consistency and reliability
Managed in line with your change enablement processes.

IT Health Check (ITHC)

Conducted by external cybersecurity experts or organisations
Identify vulnerabilities, weaknesses and risks
Bolster security and protect your organisation.

AV security assessments

Specialist evaluations of network security
Minimise weak spots and achieve peace of mind
Delivered in adherence to your specific requirements.

Critical spares

On-site stock of crucial components and systems
Maximise the continuity of your operations
Remove the need for complicated contracts.

Quick start

Equipment availability during upgrades or inventory processing
Reduced service level commitments
Basic access to expert Kinly support

Our approach

Realise the advantages of an uninterrupted service that keeps on improving. We use ITIL’s service lifecycle for optimal service and long-term success. Each stage has its own processes, roles and responsibilities, working in harmony to deliver a holistic service that evolves with your business.

Evaluate

Plan for success from the outset. Collaborating with you and your key stakeholders, we perform a site visit of your premises to capture your requirements, understand your processes, assess your environment and review your assets to inform a service design tailored to your business.

Design

Deliver your vision. Using the knowledge gained at the evaluate stage, our expert design team will develop a service proposition and service offer, working closely with you and your teams to ensure all your needs are fully met before you give the final signoff.

Transition

Roll out your support framework with confidence. We’ll agree an implementation plan with your key stakeholders, ensure Kinly staff are vetted and trained, and introduce you to the service. This is all before documentation, final system checks and establishing a meeting and reporting schedule.

Operation

Maximise your operational efficiency. Establishing the Continual Service Improvement Plan and scheduling service delivery and reporting reviews, we set measurable targets and timescales while establishing resource requirements.

Optimise

Consistently improve. We will agree monitoring and improvement milestones and measures, plan a training and development strategy, and commit any necessary additional resources, including personnel, budget and time.

Renew

See the results. By reviewing service performance against your original vision and documenting key revisions, we monitor and evaluate the impact of recommended actions, iterating by returning to the beginning of the process for continuous service improvements.

Rapid expert resolution

Resolve complex issues with precision and speed through expert-led teamwork. We minimise business interruptions with dedicated and responsive support.

Proactive resilience

Maximise reliability with proactive expert oversight. Our teams reduce the risk of costly downtime through planned maintenance and skilled intervention.

Strategic service optimisation

Gain clarity and control over your support journey with structured reviews. Working alongside your key stakeholders, we adapt your services over time with data-driven recommendations.

Always-on technical support

Empower your teams with consistent and accessible technical guidance with dependable support whenever and wherever you need it.

Streamlined recovery

Simplify complex repairs and replacements with managed logistics. We keep you operational with seamless access to loan equipment and third-party extensions.

Targeted security assurance

Strengthen your IT and AV environments with tailored security insights. We safeguard your operations against emerging risks with specialist assessments.

Our technology partners

We partner with the world’s most exciting manufacturers and innovative technology providers. From big to small, we know them all. These relationships have been established and nurtured over 25-years to provide our customers with unlimited access to the best range of solutions available on the market.

Our Partners