Creation Care
AV Maintenance
& Managed Support Services

Creation Care covers the full spectrum of AV hardware support — from a 24/7 priority helpdesk and remote troubleshooting to scheduled on-site preventive maintenance visits. Depending on tier (Silver, Gold, or Platinum) you receive between annual and quarterly site visits, firmware and software updates, warranty management, guaranteed loaner equipment, and periodic SLA performance reporting.

Platinum clients receive fully proactive, managed coverage with 2-hour on-site response and quarterly executive review calls.

Creation Care contracts are typically 12 or 36 months, with 36-month agreements receiving preferred pricing. Renewals are annual unless otherwise specified. At the end of any term you keep all asset documentation, configuration backups, and credentials — you are never locked in by data.

For organizations testing the program before committing, we also offer quarterly evaluation engagements that convert to a standard term once you’re ready.

Yes — this is one of the most common deployment patterns for our enterprise customers. Headquarters and high-traffic boardrooms typically run on Platinum, regional offices on Gold, and satellite or low-volume rooms on Silver. All tiers roll up into a single master agreement, single invoice, and single point of accountability across your entire AV estate.

• Silver: 2 Business Day on-site response (Mon–Fri, 8am–5:30pm, excluding US bank holidays).
• Gold: One Business Day on-site SLA with priority remote queue.
• Platinum: 4-hour on-site response with a dedicated technician and 24/7 priority support line.

All plans include a 60-minute digital acknowledgment from the time a ticket is logged, regardless of tier.

Yes. Gold and Platinum plans include 24/7 remote support, with after-hours on-site dispatch available for system-down emergencies. Platinum customers have a direct phone line into our NOC that bypasses the queue entirely.

Silver plans cover business hours; after-hours emergency dispatch is available on a billable per-incident basis if needed.

Creation Care customers can open a support ticket 24/7 through:

• Our online support portal with real-time ticket status
• Email to support@creationnetworks.net
• The Creation Care priority phone line (Platinum customers receive a dedicated number)

Every ticket gets a digital acknowledgment within 60 minutes regardless of plan tier. Once logged, our NOC begins remote troubleshooting immediately and dispatches an on-site engineer if the issue cannot be resolved remotely within your SLA window.

This is exactly the scenario Creation Care is designed for. The fastest path is the priority phone line — a Creation Care technician picks up live, walks through quick diagnostic steps, and remotes into the room control system to attempt resolution while your team is still preparing.

If the issue requires hardware intervention, we dispatch on-site within your SLA window and, for Platinum customers, can ship a guaranteed loaner unit while the failed component is repaired or replaced under warranty.

• Silver: one annual preventive maintenance visit per location.
• Gold: semi-annual visits (twice per year).
• Platinum: quarterly visits (four per year).

Visits cover system health checks, firmware updates, cleaning, calibration, and proactive identification of components approaching end of life (EOL). Field calls can also be used to schedule additional preventive visits as needed.

A standard AV preventive maintenance visit includes:

• Full system health check across displays, projectors, audio DSPs, microphones, and control processors
• Firmware and software verification against the latest manufacturer-stable releases
• Physical cleaning of fans, filters, and projector lenses
• Calibration of audio levels, camera presets, and display alignment
• Cable and connector inspection, dressing, and labeling verification
• Control-system diagnostic log review
• Written site report flagging any components approaching EOL or showing early failure indicators

Platinum visits also include user-experience testing of one-touch-join behavior across Zoom, Teams, Webex, and Google Meet.

AV repair is reactive — something has failed and a technician is dispatched to fix it. AV maintenance is proactive — scheduled visits, monitoring, and firmware management designed to prevent failures from happening in the first place.

Customers without a maintenance contract typically pay 2–3× more per incident on emergency repair calls than the equivalent monthly maintenance cost, and average significantly more downtime. A maintenance plan converts unpredictable break-fix expenses into a fixed, budgetable line item while extending the useful life of every device on your estate.

Yes — significantly. Across our managed estate we routinely see professional displays, projectors, and DSPs reach 7–10 years of reliable service when on a quarterly maintenance schedule, versus 4–5 years for unmaintained equivalents. The biggest contributors are dust mitigation (fans and lamps), firmware currency, and catching capacitor or power-supply degradation before catastrophic failure.

For organizations with large AV portfolios, this directly delays capital refresh cycles and protects the original investment.

Creation Networks technicians are certified and experienced across the full pro-AV ecosystem:

• Control & DSP: Crestron, Extron, AMX, Q-SYS, Biamp, ClearOne, Symetrix
• Audio: Shure, Sennheiser, QSC, Yamaha, Audio-Technica, Bose
• Video conferencing: Polycom / Poly, Cisco, Logitech, Yealink, Neat, Crestron Flex
• Displays: Samsung, LG, Sony, Sharp / NEC, Barco, Christie, Epson
• UC platforms: Microsoft Teams Rooms, Zoom Rooms, Cisco Webex, Google Meet

If you have a brand not listed here, ask us — we likely already support it.

Yes. We hold Crestron Certified Programmer / Installer, QSC Q-SYS Certified Design and Installation Partner, and Extron certifications, which means our technicians service these systems to manufacturer-warranty standards.

Maintenance for control systems and DSPs includes firmware lifecycle management, configuration backups, NVX / Dante audio network health checks, and proactive identification of any deprecated hardware before it loses manufacturer support.

Yes. Creation Care is vendor-agnostic — we maintain AV systems regardless of who originally designed, sold, or installed them. Onboarding starts with a system documentation audit: we inventory every endpoint, capture the existing configuration, identify firmware levels, and flag any equipment already past end of life.

From there your environment is added to our maintenance program with the same SLA protections as systems we built ourselves. Many of our largest accounts began as third-party installations we now support end-to-end.

• Silver: firmware/software updates are not included.
• Gold: updates on request — you can schedule them as needed.
• Platinum: fully proactive and managed updates — our team monitors manufacturer release cycles and applies updates during scheduled maintenance windows.

Platinum customers receive monthly firmware-status reports showing every device, current version, and target version, so your IT department always knows where the estate stands.

• Silver: no loaner or spare equipment included.
• Gold: loaner equipment offered subject to availability.
• Platinum: guaranteed spare — we hold dedicated replacement stock for your account so there is no waiting.

Our pre-booked, fixed-cost maintenance packages also eliminate field-call delays caused by waiting for purchase orders or approvals, meaning your systems are back online as fast as possible.

Yes — loaner availability is one of the biggest reasons customers choose Creation Care over generic break-fix providers. Gold customers can request a loaner, and we ship the closest match available from our regional stock. Platinum customers have guaranteed pre-staged spares tied to their specific account, so the loaner is yours by SLA, not by availability.

Loaners cover all major device categories — displays, video bars, conference cameras, microphones, DSPs, and control processors.

Out-of-warranty equipment remains fully covered for service under your maintenance plan — we’ll repair what can be repaired and source replacement parts when available. When a unit reaches end of practical life, we work with you to plan and budget the replacement before it becomes a reliability risk.

Our quarterly site reports flag every device by warranty status, manufacturer support status, and remaining useful life, so refresh decisions are made on data, not surprises.

• Silver: basic asset inventory list maintained for your account.
• Gold: all assets tracked with warranty expiry dates so nothing lapses unnoticed.
• Platinum: full lifecycle management including EOL planning — our team proactively identifies devices approaching manufacturer end-of-life dates and works with you to plan replacements ahead of failure.

This ensures your AV investment is always protected and your refresh cycles are budgeted and orderly across multiple fiscal years.

Yes — corporate is our largest vertical. Creation Care supports executive boardrooms, conference rooms, huddle rooms, training rooms, executive briefing centers, and all-hands spaces across single-location offices and multi-site enterprises. Maintenance scope is tuned to room criticality: a 30-person executive boardroom typically gets Platinum coverage with quarterly visits, while a 4-person huddle room sits comfortably on Silver.

Yes. Houses of worship have unique AV needs — sanctuary audio reinforcement, livestream production, multi-camera IMAG, hearing-loop and assistive-listening systems, and lyrics/video projection — all of which need to perform flawlessly during weekend services. Creation Care for worship environments includes Friday/Saturday on-site readiness checks where required, and rapid-response coverage tuned to your service schedule.

We support Catholic, Protestant, Orthodox, Evangelical, Mosque, and multi-site campus deployments nationwide.

Yes. Education is a core vertical for Creation Care. We maintain AV across active learning classrooms, lecture halls, auditoriums, gymnasiums, library learning commons, administrative spaces, and campus digital signage networks. Visit schedules are typically aligned to academic calendars — preventive work happens during summer break, winter break, and spring break to minimize classroom disruption.

We work with cooperative purchasing programs including OMNIA Partners, E&I Cooperative, Sourcewell, and state bid schedules to simplify procurement for districts and institutions.

Yes. Healthcare environments — telehealth carts, OR/ICU video, patient-room AV, conference and grand rounds spaces — require maintenance that respects HIPAA and infection-control protocols, and we operate accordingly. Government and military environments — courtrooms, council chambers, command-and-control facilities, secure conference rooms — receive maintenance under appropriate clearance and compliance frameworks.

Both verticals frequently use cooperative purchasing contracts; we’re comfortable working through them.

Yes. Creation Networks provides nationwide on-site AV support across the United States. Our network of certified field engineers has direct access to internal experts and manufacturer support partner portals. On-site visits are scheduled per location with a standard 8-hour window including drive time. We currently manage hundreds of AV endpoints across customer offices throughout the US.

Creation Networks is based in Northern Nevada (Reno), the San Francisco Bay Area, and the Mid-Atlantic (Virginia), and deploys maintenance across the country through our field service network. Customers in the immediate vicinity of these hubs benefit from the fastest response windows; remote regions are covered through certified partner technicians under the same Creation Care SLA.

Multi-site customers receive a dedicated account manager as a single point of contact across every location. All sites roll up into one master agreement, one invoice, one ticketing portal, and one consolidated quarterly performance report. Behind the scenes, regional field teams are coordinated through our Operations Center so a New York ticket and a Los Angeles ticket are tracked, prioritized, and reported identically.

This pattern works equally well for 5-site regional companies and 50-site national brands.

Our team holds:

• AVIXA CTS, CTS-D, CTS-I — the AV industry’s gold-standard credentials
• Crestron Certified Programmer and Installer
• QSC Q-SYS Certified Design and Installation Partner
• Microsoft Teams Rooms Certified Partner
• Zoom Rooms Certified Installer
• Authorized service partner for Logitech, Poly, Shure, Biamp, and Samsung

These certifications mean our maintenance work meets manufacturer specifications and keeps your equipment qualified for full warranty coverage throughout its lifecycle.