Our team is ready to support your systems to ensure maximum uptime for your business-critical systems.

3 Months Free Support

We take pride in our work and want to ensure your satisfaction. That's why we offer a 90-day warranty after the completion of our services. If there are any bugs, corrections, or modifications needed to match the original scope of work, we'll take care of them at no extra cost to you.

Plus, you'll have direct access to our Technical Support Center during this period for free, where our experts will be available to assist you.

Access Support Center

Service Level Agreements

We understand that after-sales support is critical to your business. We offer SLA packages tailored to your requirements and budget, providing prompt responses and value-added services.

Remote Access

Included in every package is a secure remote connection tool for our team to more easily find and fix potential issues.**

On Standby

Request one of our technicians to be on standby for important events or maintenance for maximum coverage.*

Activity Reporting

We'll share a detailed activity report to measure response times and efficiency.

** An outbound/inbound internet connection is required from the system owner.

Proactive Support Options

Get access to tailored services, advice, and best practices to help you optimize your system operation and maintenance when you choose Express+™ or Extreme™.

Skills Transfer

We'll empower your team to excel in AV system first-line support through skill transfer.*

Proactive Care

Elevate your AV/IT system with connected, high-value support, enhancing overall availability and stability.*

Backup Strategy

Safeguard your most precious data with our comprehensive backup plan. We securely store your information and provide expert assistance whenever data recovery is needed.*

Assessment Visit

Our dedicated engineer will be dispatched to your premises for a comprehensive system assessment. Benefit from our on-site expertise to evaluate and optimize your setup for peak performance.*




Hours of Operation

M-F 9am-6pm EST*

M-F 9am-6pm EST*

24/7, year-round

Support via Email

Support via Web

Support via Phone

Response Time

8 Business Hours

2 Business Hours

2 Business Hours**

Remote Access

On Standby

4 Hours

20+ Hours

20+ Hours

Activity Reporting




Tech Skills Transfer

Proactive Care

Backup Strategy

Assessment Visits

Discounted Rate


12 Months

12 Months

12 Months

** 2 hours during business hours, 4 hours during non-business hours. Business hours are Monday through Friday, from 9:00 AM to 5:59 PM ET.

* Our SLA Services are specifically tailored to our customers’ needs and may bear special requirements, terms, and conditions.

Learn more

Hours of Operations
Monday through Friday, from 9:00 AM to 5:59 PM ET with the exception of major holidays including: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve and Christmas Day. A specific Holidays schedule is provided in advance to our SLA customers.
Response Time
It is the amount of time between when the customer opens a ticket and when the agent first responds (automated responses don't count) and lets the customer know they’re currently working on their ticket. It also extends to subsequent responses on the same ticket, i.e., the time between the oldest unanswered customer response and the following reply from an agent.              
On Standby
The customer would need to give warning prior to booking the On Standby service. The minimum time is 72 hours prior to the event or intervention taking place. The allowed hours are to be used during the SLA hours of operations. A different ratio can be applied if the need is for outside normal SLA time, and with approval from Smart Monkeys, Inc. For Express+TM and ExtremeTM, batches of “20hr On Standby” can be added to the SLA. These additional On Standby hours must be agreed upon at contract signature and cannot be added during the SLA period.
Skill Transfer, Data Backup, Assessment Visits
The quantity, length, coverage and definition of these features will be agreed upon at contract signature. Related expenses may or may not be included.
Proactive Care
A maintenance schedule is agreed upon at time of contract signature. Modification or alteration of that schedule may or may not be allowed depending on specific agreement. Proactive care provides recommendations, without any extended guaranty or warranty.
Special Conditions
Our Service Level Agreements are specifically tailored to our customer’s system and may bear special requirements, terms and conditions. Please consult our team for more information.