Aftercare

First class support for your Sensory Guru products

At Sensory Guru, we pride ourselves on our ability to rectify the issues our customers experience as soon as they are reported to us.

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In the past 12 months, the average time it took, from a fault being reported on our support ticketing system to be completely solved was less than 20 minutes.

Most software issues are solved in the first five minutes.

This level of service is possible because we have a first-class technical support team that have a deep level of understanding about how our systems work and are adept at guiding customers when troubleshooting.

We are aware that many of our customers are not technically-minded so we train our support team to talk in plain non-technical jargon-free English.

As the designers and manufacturers of several product lines we are well positioned to provide high quality support for our products. Ensuring they are working as fault-free is our primary goal.

Our technical team are able to provide support over the phone or through remote PC access.

Support Plans

We provide a three-tiered Service Level Agreement (SLA), which is designed to provide the level of service that you require for your Sensory Guru product whenever you need it.

Our Support Plans are intended to provide peace of mind and help ensure that the products you purchase from Sensory Guru continue to function well for years to come.

Our standard SLA is included on all our Sensory Room Installations and Systems for the first 12 months. This is detailed in Section A of our SLA Agreement

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System Set Up and Training

We recommend all customers receive a comprehensive set-up and training session for their Sensory Guru product purchase. A morning or afternoon with one of our product specialists will greatly enhance your understanding of the technical operation of the equipment and provide you with the confidence to tailor the products to meet your needs.

Sensory Room Training

Acquiring a Sensory Room is usually a significant investment and we know our customers will want to get the most out of their new resource once it has been installed. For this reason, training is an essential part of the Sensory Room purchase.

There are several aspects to Sensory Room Training, from the basic technical operation of equipment and essential routine maintenance to personalisation, content development, working with users in the room, setting the right levels of sensory stimulation for users and much more.

Sensory Guru product specialists have a wealth of experience training our diverse customer base in how to work with and optimise outcomes using our systems for their users. You will be well looked after and we are always only a call away.

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Refresher Training Days

We know that sometimes staff move on to new horizons and knowledge of how to use equipment can be lost when they are no longer present at the organisation. We hold several training days throughout the year where customers can receive free training and tips on how to get the most out of our products.

Longevity

We recognise that the markets we serve are not awash with funding, for this reason we aim to deliver products that built to serve the needs of customers that offer longevity and modular upgradeability in order to ensure life cycle costs are minimised and system operation is counted in multiples of 5 years, not 1-3.