Digital signage, AV Pro and retail tech, with someone who answers

How an incident escalates

• Level 1 · Remote. Intake through a public portal (no credentials needed) or an AI conversational assistant. Triage, priority and first-level resolution: remote restart, connectivity and active content in the CMS.
• Level 2 · Technical analysis. Documented root cause, applied solution and closing code. Linked inventory, Knowledge Base and a record of whether it was solved remotely or required a visit.
• Level 3 · Manufacturer. Escalation to the manufacturer coordinated by us, with an on-site intervention report linked to the original incident and a related ticket to keep full traceability.

Remote maintenance Level 1

• Two intake channels: a public portal with no credentials, so anyone in store can open a ticket, and an AI conversational assistant that guides the problem description before it reaches a technician.
• Initial triage with three-level categorisation and automatic priority assignment based on declared impact and urgency.
• SLA commitment configurable per client: 4 h, 8 h, next business day or two business days.
• First-level resolution: remote restarts, basic connectivity checks and verification of active content in the CMS.

It does not depend on anyone on your team having technical knowledge: anyone in store opens an incident from their phone in under a minute. And you know from the first moment when you will be attended, with an explicit time commitment, not a vague promise.

Remote maintenance Level 2

• Deeper technical analysis: documented root cause, applied solution and closing code, all recorded in case the same problem recurs.
• Automatic link to the client inventory: the technician instantly sees which exact device is affected, its warranty and network data.
• Query to the internal Knowledge Base, which automatically suggests documenting any incident that recurs frequently across clients.
• Explicit record of whether the incident was solved remotely or required a visit: the data behind the remote-resolution sustainability indicator.

Recurring incidents get solved faster each time, because we never start from zero: root-cause and solution history turns every incident into reusable knowledge. And every remote resolution is one less visit to coordinate and wait for.

Intervention management

• Planning and assignment of work orders to a technician or installer, with date and time slot.
• Configurable checklist templates with mandatory items, so no intervention is closed without completing the critical steps.
• Geographic view of all active interventions on a map, useful to group visits by area.

Every intervention follows the same quality standard regardless of which technician carries it out. It does not rely on the memory or individual judgement of whoever goes that day.

Work orders

• Full documentation of every installation from the technician's phone: photos of the device, AI automatic reading of the serial number and MAC from the label itself, and of the assigned IP from the CMS activation screen, with no manual transcription.
• Automatic detection of duplicate serial numbers, to avoid mixing up devices.
• Digital client sign-off on the device itself, on the spot.
• Direct conversion of the completed work order into an inventory record with warranty activated, without re-entering any data.

Documented compliance for every installation, with photographic evidence and signature, available at any time. Traceability that very few integrators can offer at this level of automation.

Inventory management

• Per-device record with serial number, model, manufacturer, activation date and automatically calculated warranty status: active, about to expire or expired.
• Exact geographic location, address and opening hours of the premises.
• Full traceability back to the work order that documented its original installation.

You know at all times what is installed, where, and until when it is under warranty. No outdated spreadsheet, and no need to ask us every time.

On-site resolution, coordinating Level 3

• Documentation of the on-site intervention linked to the original incident, with the same level of detail as a work order: photos and checklist.
• Related-ticket field to link the local incident with the manufacturer escalation, keeping end-to-end traceability even when several parties are involved.
• Record of the change made and of the formal closure once resolved.

Even when the problem requires the manufacturer, the client has a single point of contact and a single follow-up thread. They do not manage the coordination between Altair Sense and the manufacturer themselves.

CMS operational management

• Direct integration with each manufacturer's content management system through webhooks, without requiring the client to change CMS.
• Technical verification of each screen activation —IP, version, device identifier— captured automatically at installation time.
• Foundation for the rest of remote support, since the technical state of the CMS is the first checkpoint for any content incident.

We make sure the content playback infrastructure works, regardless of which CMS manufacturer each store uses. The client does not need in-house staff who understand digital signage systems.

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