• "How quickly can you respond to an emergency?"

PriorityLink members get immediate telephone support with same-day callouts when necessary. City center locations: 1-2 hours. Surrounding areas: 2-4 hours. We always attempt remote diagnostics first for faster resolution.

• "Do you charge a callout fee for emergency repairs?"

Yes, we charge competitive rates for non-members. PriorityLink members receive priority response and 10% discount on all labour and equipment.

• "What's the difference between PriorityLink and pay-per-callout?"

Immediate telephone support is not offered to non-members. Alot of callouts can be avoided by performing the correct checks.

• "Can you support systems installed by other companies?"

Yes! We're vendor-neutral. During onboarding, we visit your site to document your existing system, take photos, and create records. When you call, we already know your setup and how to fix it fast.

• "Do you provide support on Friday and Saturday nights?"

Yes! When you're open, we're open. 24/7 availability including weekends, bank holidays, and peak trading hours.

• "We have multiple venues - do you offer multi-site discounts?"

Yes, we specialize in multi-site venue groups. PriorityLink is £30/site/month with volume pricing available for 10+ locations.

• "Can you fix problems remotely or do you always visit on-site?"

We always attempt remote diagnostics first for faster resolution. For complex systems, we can connect remotely to diagnose and repair faults. If an on-site visit is needed, we'll let you know immediately.

• "What makes you different from other AV support companies?"

Your service requests go directly to our on-call engineer—not a service manager who's never picked up a tool. The engineer who answers knows your system, how it's configured, and how to diagnose issues fast. If it can be solved, it will be. When you're open, we're open.

• "Is there a minimum contract term for PriorityLink?"

Yes, 12 months. This allows us to provide preventive maintenance and system health checks that reduce emergency callouts over time.