Service and support
for AV systems
A boardroom with no picture just before a client meeting, a video conference with no sound or an LED screen in the lobby that has stopped displaying content – in audiovisual systems every outage is visible to everyone. That is why, alongside design and deployment, PROAV runs a service department that looks after installations once they are up and running. There are three forms of cooperation to choose from: a one-off technician visit, ongoing subscription-based support with a guaranteed response time, and an SLA support and maintenance agreement for new systems. Your request goes to a team that knows the configuration, documentation and specifics of the installation, so it gets to the root of the problem faster.
Three forms of service support
On-demand service visit. A fault, reconfiguration or check-up before an important event – no contract required; the minimum service time is 2 hours (PLN 650 net). Visit details
Ongoing subscription support. A pool of technical hours every month, a guaranteed response time of up to 48 hours and priority scheduling – from PLN 2,500 net per month. START, STANDARD and PRO packages
SLA agreement – Premium Warranty. Support and maintenance of a new system for 24 months from commissioning, with periodic inspections and remote support. What the SLA agreement covers
Order a service visit →Choose a support package →Ask about an SLA agreement →Service: +48 798 755 067 · serwis@proav.pl
Service and support for AV systems
We support the following systems:
Video projection. Projectors and screensVideo conferencingDigital Signage systemsLED screens / Video wallsControl roomsRoom control systemsSound systemsDiscussion / conference systemsInteractive systems and displaysWireless presentationRoom and desk booking systemsSmart officeComplete AV projects
Who it is for:
On-demand service visit
When a system stops working or needs changes – a new computer in a room, a video conferencing platform update, moving a display, a check-up before a conference – you order a visit from a PROAV technician without signing a contract. The technician identifies the cause on site, restores the system to working order and reports on the work carried out.
Cost of a visit. The minimum service time is 2 hours – PLN 650 net (PLN 350 for the first hour and PLN 300 for each subsequent hour or part thereof, on working days 9:00–17:00). Travel within Warsaw at no extra cost; outside Warsaw PLN 2 net per km. Work between 17:00 and 9:00 is charged at double the rate, and spare parts are priced individually. For regular requests, ongoing subscription support works out more cost-effective.
Ongoing subscription support – START, STANDARD and PRO packages
A subscription is a fixed pool of technical hours every month: inspections, updates, configuration changes, user support and emergency call-outs. You choose a package according to the number of rooms and how intensively they are used – the cost of service is known in advance.
10hours
/ month
/ month
START
PLN 2,500 net / monthPLN 27,000 net / year
or PLN 27,000 net / year – 10% lessPLN 2,250 / month · you save PLN 3,000
10 technical hours per month · approx. PLN 250 per hourapprox. PLN 225 per hour
- Guaranteed response time – up to 48 hours
- Priority handling of requests, regardless of the service team’s workload
- Regular optimisation and updating of systems
- Open-ended contract, monthly payment or annual payment with a 10% discount
20hours
/ month
/ month
STANDARD
PLN 4,500 net / monthPLN 48,600 net / year
or PLN 48,600 net / year – 10% lessPLN 4,050 / month · you save PLN 5,400
20 technical hours per month · approx. PLN 225 per hourapprox. PLN 202.50 per hour
- Guaranteed response time – up to 48 hours
- Priority handling of requests, regardless of the service team’s workload
- Regular optimisation and updating of systems
- Open-ended contract, monthly payment or annual payment with a 10% discount
40hours
/ month
/ month
PRO
PLN 8,000 net / monthPLN 86,400 net / year
or PLN 86,400 net / year – 10% lessPLN 7,200 / month · you save PLN 9,600
40 technical hours per month · approx. PLN 200 per hourapprox. PLN 180 per hour
- Guaranteed response time – up to 48 hours
- Priority handling of requests, regardless of the service team’s workload
- Regular optimisation and updating of systems
- Open-ended contract, monthly payment or annual payment with a 10% discount
Net prices, price list valid from 01.01.2026. Unused hours do not carry over to the following month; once the package has been used up, the price-list rate applies. Hourly rate calculated from the package price.
With ongoing support you gain
Continuous oversight of your AV systems’ performance
Fast response in emergencies
Priority in the work schedule
Predictable service costs
Permanent access to a team that knows the installation and its specifics
Presentations of demo equipment and solutions for testing
Subscription or an in-house AV technician?
Maintaining AV systems entirely in-house means employing a specialist. For example: with a gross salary of PLN 8,000, the employer’s total monthly cost is approx. PLN 9,640 (employer contributions in 2026 amount to approx. 20.5% of salary), i.e. approx. PLN 115,700 a year. On top of that come manufacturer training, tools, diagnostic software and cover during holidays and sick leave.
In most organisations AV systems need from ten or so to several dozen technical hours a month, not a full-time position. The STANDARD package with 20 hours costs PLN 4,500 net a month – less than half the cost of a full-time employee – and the START package PLN 2,500 net. Instead of one person with one specialism, you have a team working for you that deploys video conferencing, LED screens, sound systems, control and control rooms every day.
| In-house technician* | PROAV subscription | |
|---|---|---|
| Monthly cost | approx. PLN 9,640 | PLN 2,500 – 8,000 net |
| Annual cost | approx. PLN 115,700 | PLN 30,000 – 96,000 net |
| Expertise | one person | a team of specialists |
| Holidays and sick leave | a break in support or a stand-in | uninterrupted support |
| Training and tools | paid by the employer | provided by PROAV |
| Response time | depends on the employee’s availability | guaranteed, up to 48 hours |
* Example calculation for a gross salary of PLN 8,000; excludes PPK (employee capital plan), training, tools and a company car.
SLA agreement – Premium Warranty for new systems
When we deploy a new system, we offer a support and maintenance agreement – in effect a service insurance policy for the first years of operation. It covers response to requests within the time specified in the agreement (48 hours as standard, counted on working days 9:00–17:00), remote support via remote desktop, phone and e-mail, on-site interventions, provision of spare parts subject to availability, and periodic inspections – usually four over 24 months, roughly every six months.
Terms. The agreement runs for 24 months and is renewed for a further period unless either party terminates it. The fee for service readiness is payable in advance for each 12 months, and interventions and inspections are charged at the rates set out in the agreement. This means the cost of maintaining the system is known at the investment stage.
Warranty and post-warranty service
PROAV warranty. We provide a 12-month warranty on the system’s configuration, functionality and completeness, provided the system has not been rewired or reconfigured by the client. Equipment is covered by the manufacturer’s warranty, but you report issues to us – PROAV handles contact with the manufacturer.
Reporting a defect. Report a defect to serwis@proav.pl within 7 days of discovering it. We draw up a report for each intervention describing the fault and the date by which it will be rectified.
After the warranty period you can cover the system with a subscription or an SLA agreement, or order on-demand visits at price-list rates. When the warranty or SLA agreement ends, we hand over the access passwords to the devices together with the configuration and source files.
AV equipment service – brands we work with
We support systems built from equipment of 43 brands that we select and deploy every day in PROAV projects – from video conferencing and LED screens, through projectors and sound systems, to room control and discussion systems. On each brand’s page you will find the projects and solutions in which we use it.
Video conferencing and room audio
Displays, LED screens and video walls
Wireless presentation and interactive displays
Sound systems and audio processing
Service support offer in PDF (Polish version)
The full ongoing service support offer, with the scope of services and financial terms, is currently available in Polish. Need it in English? Ask us and we will send you the key terms in English.
Frequently asked questions about AV system service
Click a question to see the answer.
How much does a one-off service visit cost?
The minimum service time is 2 hours, i.e. PLN 650 net on working days 9:00–17:00. Each subsequent hour or part thereof costs PLN 300 net. Travel within Warsaw is at no extra cost; outside Warsaw PLN 2 net per km.
How does a subscription differ from an SLA agreement?
A subscription is a monthly pool of technical hours for an indefinite period – for working installations, including older ones. An SLA agreement (Premium Warranty) relates to a specific system, usually a new one, and covers 24 months of support and maintenance with a guaranteed response time and periodic inspections.
What happens to unused subscription hours?
Unused hours do not carry over to the following month. If the package runs out in a given month, additional work is charged according to the price list.
How quickly do you respond to a request?
Under a subscription the guaranteed response time is up to 48 hours; under an SLA agreement it is set out in the agreement. Time is counted on working days 9:00–17:00. The time needed to fix a fault depends on its cause and the availability of parts from the manufacturer – we give it after diagnosis.
What does the warranty on a system deployed by PROAV cover?
We provide a 12-month warranty on the system’s configuration, functionality and completeness. Equipment is covered by the manufacturer’s warranty, and we receive and handle the claims.
Will we receive the system passwords and configuration?
Yes. When the warranty or SLA agreement ends, we hand over the access passwords to the devices together with the configuration and source files.
Do you support installations outside Warsaw?
Yes. Travel outside Warsaw is charged at PLN 2 net per km, and for work more than 100 km from our office that continues into the next day, we add the cost of the technician’s stay – PLN 350 net per night.
How to report a fault
E-mail: serwis@proav.pl – describe which device or room the problem concerns, what is happening and since when, and give a contact person on site.
Service phone: +48 798 755 067 or +48 22 423 10 80. Please confirm a phone report by e-mail – the response time is counted from that message.
Form: select the “Serwis” (Service) enquiry type in the form at the bottom of the page.
Clients with a subscription or SLA agreement report faults to the address and number specified in their agreement – the request then goes to priority handling, regardless of the service team’s current workload.
Requests outside working hours. Requests received outside working days or after 17:00 are logged as of 9:00 on the next working day. If the fault affects a room needed for a specific event, give us the date – it will help us plan the intervention.
For the technical team: what we pay attention to
- Remote access to control and devices (remote desktop, VPN) shortens diagnosis and often allows a fault to be fixed without a visit.
- As-built documentation, passwords and configuration backups in one place – on the client’s side and PROAV’s.
- We schedule device firmware updates in agreed maintenance windows.
- Access to technical rooms and a contact person on site on the day of the visit.
Service support tailored to your installation
We match the package to the number of rooms and devices and to how intensively the system is used – we start with a conversation about the installation and its most important rooms.
