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The part of the job that decides whether the system lasts.

Handover is the halfway point, not the finish. This page sets out exactly what you get from us afterwards — warranty, spares, documentation, commissioning and the response you can expect when something is wrong.

24 moStandard warranty

THSpares held in Thailand

1 dayTarget first response

TH / ENSupport languages

01 / WARRANTY

Cover

Written down, so nobody has to remember what was promised.

Standard period

Twenty-four months from date of delivery against defects in materials and workmanship, on all ENTERPRISE models. Extended cover is available on project supply and is agreed in writing before despatch rather than negotiated afterwards.

What is covered

Component and assembly failure under normal use, including power supplies, amplifier output stages, microphone capsules and goosenecks, tap selectors and control boards.

What is not covered

Lightning and surge damage, water ingress on indoor-rated equipment, damage from incorrect supply voltage or incorrect loudspeaker loading, physical damage, and units modified or opened by a third party. We will still quote a repair — it simply will not be free.

How a claim works

Send the model, the serial number and a description of the fault. We diagnose remotely first where we can, because a configuration problem does not need a courier. Where a unit must come back, we advise before you ship so nothing is sent unnecessarily.

Loan units

Where a room cannot be out of service — a court in session, a chamber with a scheduled sitting — we will provide a loan unit for the duration of the repair wherever stock allows.

02 / SPARES

The unglamorous part

Year six is a repair or a replacement. The spares plan decides which.

Before any model is released we identify its wear items and its failure-prone assemblies, and we hold them. This is the single biggest reason the range is only twelve models.

Wear items held

Goosenecks and capsules, headset cables and ear pads, bodypack battery doors and belt clips, rotary tap selectors, wall-plate knobs, rack ears and mounting brackets.

Assemblies held

Power supply modules, amplifier output boards, front-panel control boards and display assemblies, antenna sets and receiver modules for wireless systems.

Availability commitment

We undertake to hold or be able to obtain spares for a minimum of five years from the date a model is discontinued, and we announce discontinuation rather than letting a part number quietly disappear.

If you are running a large estate, tell us the quantities at design stage. We will hold a project-specific spares buffer against your installed base rather than a general one.

03 / DOCUMENTATION

Paperwork that matches the hardware

Every model ships with a complete document set.

Written in-house, from the unit on the bench. If the documentation and the hardware disagree, we treat the hardware as wrong until proven otherwise.

Document	Contents	Format	Availability
Datasheet	Full electrical, acoustic, mechanical and environmental data; connector complement; control protocols	PDF, EN	On request
Dimensioned drawing	Overall dimensions, mounting centres, cut-out and clearance requirements	PDF / DWG	On request
Connection detail	Terminal and connector pinouts, typical wiring, cable types and maximum run lengths	PDF	On request
Declaration of conformity	Model-specific CE declaration naming directives and harmonised standards applied	PDF	On request
Test report	EMC and, for wireless models, radio test reports from the notified test house	PDF	On request
Partner ISO certificate	Manufacturing partner ISO 9001 certificate with scope and validity dates	PDF	On request
User manual	Installation, configuration and operation, including front-panel and web interface	PDF, EN / TH	Supplied with unit
Handover record	As-commissioned settings: gain structure, zone taps, camera presets, network addresses	PDF	After commissioning

Specifiers, consultants and procurement officers: tell us which models and which documents you need and we will send the specific current-revision file — not a generic brand brochure.

04 / SERVICES

What we do on site

Design, commission, hand over, come back.

Design assistance

Single-line schematic, device schedule, cable schedule and rack elevation from your floor plan. No charge and no obligation — it is how we establish whether the range actually suits the room.

Commissioning

Conference chain configuration and discussion mode setup, gain structure, zone tap balancing, camera preset programming, recorder and stream configuration — then a written record of the settings as left.

Operator training

A working session with the people who will actually run the room, not a manual handed to a facilities officer. Covers daily operation, recording retrieval and the three or four faults most likely to occur.

Remote diagnosis

Where the site allows a secure connection, we prefer to look at the system ourselves before anybody dismantles anything. Most reported faults turn out to be configuration, cabling or supply.

Firmware maintenance

Firmware releases with written release notes describing what changed and why. We do not push updates that only add features to systems that are working.

Project documentation

Complete submittal packages for tender and approval processes: model datasheets, conformity declarations, partner certificates, drawings and compliance statements, prepared per project.

05 / RESPONSE

What to expect when you call

Targets, not slogans.

First response

One working day for any support enquiry received in Thai or English, by telephone or in writing.

Room out of service

Same working day where the room has a scheduled sitting or session. Tell us the date and time of the sitting in your first message — it changes how we prioritise.

Spare part despatch

Next working day from confirmation for items held in Thai stock. Where an item must be obtained, we tell you the realistic date rather than an optimistic one.

Site attendance

Scheduled by agreement. Northern Thailand is normally within a day; elsewhere in the country depends on the sitting calendar and is agreed case by case.

Escalation

If a support enquiry is not progressing, ask for it to be escalated and it goes directly to the managing director. In a company this size, that is a short journey.

06 / QUESTIONS

Asked often

The questions we would ask too.

Do you manufacture yourselves?

No, and we do not claim to. ENTERPRISE products are built to our written specification by selected manufacturing partners operating certified quality management systems. What we own completely is the specification, the verification, the documentation and the support.

Can ENTERPRISE work alongside other brands?

Yes. The cameras and keyboard speak VISCA, VISCA over IP, PELCO-P, PELCO-D and ONVIF; the recording host takes any HDMI or IP source; the amplifier drives any 100 V, 70 V or 4–16 Ω loudspeaker. Nothing in the range requires the rest of the range.

Is the conference system proprietary cabling?

No. Standard CAT5e or CAT6 terminated in RJ45, with power delivered to IEEE 802.3af and 802.3at. Any competent structured cabling contractor can install it.

What happens if a microphone unit fails mid-session?

The conference chain uses hand-in-hand ring cabling with automatic fault detection. If a unit in the middle of the chain fails, the remaining units continue to operate and the proceeding continues.

Can we get the certification documents for a tender?

Yes. Send the model numbers and we will supply the model-specific declarations of conformity, test reports and partner ISO certificates, together with the datasheets and drawings, as a submittal package.

Do you sell direct or through integrators?

Both. We supply integrators and contractors on project terms, and we take direct enquiries from institutions who then appoint their own installer. Tell us which you are and we will structure it accordingly.

What if we already have equipment we want to keep?

Say so at design stage. It is common and usually sensible — existing loudspeakers, cameras or cabling can often stay. We would rather design around what you have than replace what still works.

Need documents, spares or a diagnosis?

Send the model and serial number and describe what the room is doing. If there is a sitting scheduled, tell us the date — it changes how we prioritise.

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