Question 1

What does MAV Reality do?

Accepted Answer

MAV Reality designs, installs, and supports meeting room video conferencing and workplace AV systems. We help organisations deliver reliable meeting experiences across offices, from single rooms to multi site rollouts.

Question 2

Do you install Microsoft Teams Rooms and Zoom Rooms?

Accepted Answer

Yes. We deliver Teams Rooms and Zoom Rooms projects end to end, including room design, hardware selection, installation, configuration, testing, and user training.

Question 3

What types of workplace technology do you supply and integrate?

Accepted Answer

We deliver meeting room video conferencing, meeting room AV, room booking systems, and digital signage for modern offices and collaboration spaces.

Question 4

Can you support our meeting rooms after installation?

Accepted Answer

Yes. We provide ongoing support and managed services to reduce downtime and keep rooms running smoothly, including helpdesk support, fault resolution, and preventative maintenance options.

Question 5

Can you help us standardise meeting rooms across multiple offices?

Accepted Answer

Yes. We create repeatable room designs and consistent configurations to make the user experience the same across sites and simplify support for IT teams.

Question 6

Do you work with IT teams, facilities, and office fit out partners?

Accepted Answer

Yes. We coordinate with IT, facilities, and fit out contractors to align cabling, power, network readiness, room readiness, and delivery timelines.

Question 7

How do we get started with a project?

Accepted Answer

Start with a discovery call or workplace survey. We then propose a design and delivery plan, confirm timelines and budget options, and manage delivery through installation, commissioning, and handover.

Question 8

What does MAV Reality Professional Services include?

Accepted Answer

Our professional services cover the full delivery lifecycle for meeting rooms and workplace AV, including discovery and site surveys, design and engineering, procurement and vendor coordination, project management, installation and integration, programming and configuration, commissioning and testing, documentation, training, and handover to support.

Question 9

Do you design and install meeting room AV and video conferencing systems?

Accepted Answer

Yes. We design and deliver meeting room AV and video conferencing systems for huddle rooms, meeting rooms, boardrooms, and larger collaboration spaces, with a focus on reliability and a consistent user experience.

Question 10

Can you deliver Microsoft Teams Rooms and Zoom Rooms?

Accepted Answer

Yes. We deliver Teams Rooms and Zoom Rooms projects, including room design, platform configuration, device setup, and validation testing so users can join meetings quickly and confidently.

Question 11

Can you upgrade existing meeting rooms that are unreliable?

Accepted Answer

Yes. If you are dealing with poor audio, camera issues, or inconsistent meeting experiences, we can assess your current rooms, identify root causes, and recommend upgrades or standardisation to improve reliability.

Question 12

Do you manage procurement and vendor coordination?

Accepted Answer

Yes. We can manage sourcing and procurement of AV and video conferencing hardware, coordinate logistics, and handle vendor escalation where needed, while staying vendor agnostic so the solution fits your requirements.

Question 13

Do you provide project management for office moves, fit outs, and multi room rollouts?

Accepted Answer

Yes. We manage delivery across stakeholders like IT, facilities, and fit out teams, including programme planning, scheduling, change control, and risk management to keep projects on track.

Question 14

What happens during commissioning and handover?

Accepted Answer

We validate system performance through structured testing, capture configuration confirmation where needed, complete quality assurance checks, register platforms where applicable, and deliver clear documentation. We also provide training so end users and IT teams feel confident.

Question 15

Can you standardise meeting rooms across multiple sites?

Accepted Answer

Yes. We create repeatable room designs and configuration templates so users get the same experience across locations, and support becomes faster and more predictable.

Question 16

What does an AV installation project typically include?

Accepted Answer

A professional AV installation project covers the full journey from planning to handover, including meeting room installation, video conferencing installation, AV cabling, equipment mounting, rack build, commissioning, testing, documentation, and training.

Question 17

How do you run an AV installation project from start to finish?

Accepted Answer

We use a staged delivery approach so every meeting room, boardroom, video conferencing space, and LED wall installation is delivered in a controlled, predictable way. This typically includes pre construction planning, first fix cabling, offsite build, second fix installation, commissioning, client testing, handover, and early life support.

Question 18

What happens before installation starts (pre construction)?

Accepted Answer

Pre construction is where projects succeed or fail. We typically confirm scope, responsibilities, site access, programme, reporting cadence, escalation routes, and key decision makers. We also set up document control, approvals, change control, and a clear plan for drawings and deliverables.

Question 19

Do you provide AV designs and drawings for meeting rooms and conference rooms?

Accepted Answer

Yes. For most projects we produce coordinated installation information such as layouts, elevations, schematics, rack layouts, patching details, cable schedules, and interface notes, so the installation is buildable and coordinated with other trades.

Question 20

Do you coordinate with IT and networks for Teams Rooms, Zoom Rooms, and video conferencing?

Accepted Answer

Yes. Video conferencing systems often rely on the network to perform properly. We coordinate requirements such as IP planning, port requirements, device naming, security policies, multicast where applicable, and readiness for network live windows, so commissioning and room go live are not delayed.

Question 21

How do you manage procurement and long lead items?

Accepted Answer

We build a procurement schedule that highlights long lead items, programme risks, and alternatives where appropriate. We also stage equipment, capture asset details, and pre configure where possible to reduce on site time and lower risk.

Question 22

How do you manage changes during the project?

Accepted Answer

We use a structured change control process. Any proposed substitution or scope change is assessed for impact on cost, programme, and performance, then tracked through an approvals workflow so there are no surprises.

Question 23

What is first fix, and what happens during first fix AV works?

Accepted Answer

First fix is the cabling and containment phase. We manage a live cable pull schedule, label standards, testing evidence, and photo updates. We also use hold points before ceilings or voids are closed so cabling, containment, and test evidence are signed off before access is lost.

Question 24

Do you build and test AV racks offsite?

Accepted Answer

Yes, where suitable. Offsite rack build and pre configuration improves quality and consistency. It typically includes repeatable wiring standards, labelling checks, asset capture, configuration validation, and rack testing, so on site commissioning is faster and more reliable.

Question 25

Do you provide mock ups for meeting rooms or standard room types?

Accepted Answer

Yes. For larger rollouts, mock ups help validate the room experience early, including the user interface, camera behaviour, audio performance, and content sharing flows. This reduces risk before full deployment.

Question 26

What is second fix AV installation?

Accepted Answer

Second fix is the installation of active equipment, for example displays, cameras, microphones, speakers, touch panels, video conferencing endpoints, control interfaces, and room peripherals. We align this to a room ready gate so power, data, ceilings, furniture, and access are ready before final install and commissioning begins.

Question 27

What does room ready mean?

Accepted Answer

Room ready means the space is genuinely ready to receive final AV equipment and commissioning, for example power is live, network is available where needed, containment is complete, ceilings and furniture are finished, and safe access is confirmed. This prevents rework, delays, and damaged equipment.

Question 28

How do you protect equipment during installation?

Accepted Answer

We plan deliveries around room readiness and maintain secure storage and controlled uplift. We also use an equipment protection approach so high value kit is not left exposed on site unnecessarily.

Question 29

What is AV commissioning?

Accepted Answer

AV commissioning is the process of configuring, validating, and testing the full system so the room works as intended. This typically includes firmware baselining, device enrolment, audio configuration, control programming, video switching, content sharing, and end to end signal flow verification.

Question 30

What do you test during commissioning for meeting rooms and video conferencing?

Accepted Answer

Testing typically includes audio performance, echo cancellation, microphone pickup, loudspeaker levels, camera framing, platform join experience for Teams Rooms and Zoom Rooms, content sharing and BYOM, control system workflows, and monitoring visibility where applicable. Results are captured with retest records for any issues found.

Question 31

Do you support client witness testing and snag resolution?

Accepted Answer

Yes. We agree a witness testing approach, demonstrate agreed real world scenarios, log snags, rectify issues, and re test until the agreed acceptance criteria are met.

Question 32

What documentation do we receive at handover?

Accepted Answer

Handover normally includes as built information, schematics, rack layouts, patching and port references, asset registers, warranty schedules, and simple operational runbooks. This gives IT and facilities teams what they need to support meeting rooms and video conferencing day to day.

Question 33

Do you provide training for meeting room users and IT teams?

Accepted Answer

Yes. Training can be delivered for IT administrators and key user groups, plus quick start guides that help teams use meeting rooms confidently, including video conferencing and presentation workflows.

Question 34

What is soft landing after installation?

Accepted Answer

Soft landing is the early life period after go live where a named engineer supports rapid issue resolution, user guidance, and early defect burn down. It reduces disruption in the first weeks when rooms see real world use.

Question 35

Can you onboard rooms to remote monitoring?

Accepted Answer

Yes, where monitoring is part of the project scope. This helps with proactive alerts, visibility of device health, and faster diagnosis when a meeting room or video conferencing space has an issue.

Question 36

How do you handle health and safety on site?

Accepted Answer

We follow site rules and typically provide RAMS, installation plans, permits where required, inductions, task briefings, and site records to keep delivery safe and compliant.

Question 37

Do you consider sustainability and waste management?

Accepted Answer

Yes. We aim to reduce waste and emissions through consolidated deliveries, packaging segregation, and compliant disposal routes, including WEEE where applicable.

Question 38

How do you keep clients updated during an AV install?

Accepted Answer

We typically run structured communications, weekly progress reporting with photographic updates, and regular project meetings, so stakeholders stay informed and decisions are made quickly.

Question 39

Do you install LED walls?

Accepted Answer

Yes. LED wall installation projects require strong coordination, power and data planning, precise mounting, and structured testing. We manage the installation workflow, integration points, and commissioning checks so performance is consistent.

Question 40

How much does meeting room support cost?

Accepted Answer

Support starts from £500 per room per year. Pricing depends on room type, estate size, and the tier you choose. Use the calculator for a live estimate.

Question 41

Do you support Microsoft Teams Rooms and Zoom Rooms?

Accepted Answer

Yes. We support Teams Rooms and Zoom Rooms setups, plus the AV around them so rooms stay reliable.

Question 42

What is included in every support package?

Accepted Answer

Remote triage and troubleshooting, clear ticketing with ownership and updates, scheduled firmware and platform update planning, and multi vendor coordination and escalation where supported.

Question 43

Can you support existing meeting rooms you did not install?

Accepted Answer

Yes. We can take over support for existing rooms. We run an onboarding survey and, if needed, a site survey to baseline your estate.

Question 44

Can I choose different tiers for different rooms?

Accepted Answer

Yes. Many customers choose higher tier support for boardrooms and lower tier support for smaller rooms to keep costs efficient.

Question 45

What are the support tiers and response times?

Accepted Answer

Bronze response up to 3 working days. Silver response next working day with priority email and phone. Gold response same working day with quarterly health checks and reporting. Enterprise is a dedicated service model with tailored SLA, reporting, and scheduled on site support.

Question 46

Do you offer preventative maintenance and on site support?

Accepted Answer

Yes. Preventative maintenance is included by tier, and on site support can be added, including scheduled on site days for higher tier plans.

Question 47

What is meeting room support?

Accepted Answer

Meeting room support is ongoing technical help to keep your meeting rooms, video conferencing systems, microphones, speakers, displays and control systems working reliably. It covers day to day faults, user issues and technical problems that stop meetings from starting on time.

Question 48

What do you support?

Accepted Answer

We provide support for a wide range of audio visual and video conferencing technology, including meeting rooms, conference rooms, boardrooms, video conferencing endpoints and peripherals, cameras, microphones, speakers, Microsoft Teams Rooms, Zoom Rooms, Cisco Webex room systems, room PCs, touch controllers, wireless presentation, switching, LED walls, large format displays, DSPs, audio systems, amplifiers, voice lift, room control systems, and room booking panels.

Question 49

Do you provide video conferencing support for Teams, Zoom and Webex?

Accepted Answer

Yes. We support the room set up and performance of Microsoft Teams, Zoom and Webex, including troubleshooting call quality, device connectivity, camera and mic issues, and room join problems.

Question 50

What is included in your AV support service?

Accepted Answer

Typical support includes remote troubleshooting and diagnostics, incident logging, triage and prioritisation, end user support (no audio, camera not working, cannot share screen), configuration checks and stability improvements, supplier and OEM escalation management, and on site attendance when remote fixes are not enough (subject to your support level).

Question 51

What is not included or may be chargeable?

Accepted Answer

Some requests are usually treated as project work or chargeable add ons, such as new room installs or major room changes, redesigns, moves, adds, changes or significant reconfiguration, supporting systems not included in your supported environment, and issues caused by third party changes outside the AV system (we can still help diagnose and coordinate).

Question 52

How do we raise a support ticket?

Accepted Answer

You can log issues by email, and if applicable via a ticket portal. For the fastest resolution, include room name or location, what you were trying to do (Teams call, Zoom call, presentation), what happened (symptoms or error message), time the issue occurred, and photos or screenshots if possible.

Question 53

Do you offer remote meeting room support?

Accepted Answer

Yes. Remote support is often the fastest way to resolve meeting room and video conferencing issues, especially for device checks, configuration fixes and diagnostics.

Question 54

How quickly do you respond?

Accepted Answer

We aim to respond fast, with typical targets such as ticket acknowledgement within 15 minutes during business hours and remote response and triage within 2 hours during business hours. Exact targets can vary based on your chosen support level, but the goal is always to restore your meeting room quickly.

Question 55

Do you offer on site meeting room support?

Accepted Answer

Yes. If remote triage confirms an on site visit is needed, we can dispatch an engineer, often same business day where possible, depending on time, location, access and availability.

Question 56

What are your support hours?

Accepted Answer

Support is typically delivered during UK business hours, Monday to Friday excluding public holidays. Out of hours support can be available depending on your requirements.

Question 57

How do you prioritise issues?

Accepted Answer

We prioritise by impact and urgency: Critical (key meeting rooms down, major business impact), High (significant loss of function, limited workaround), Medium (partial issues with a workable workaround), Low (minor issues, queries, service requests, scheduled changes).

Question 58

Do you support business critical boardrooms and key spaces?

Accepted Answer

Yes. We can agree business critical rooms, for example executive boardrooms, customer demo suites, high use meeting rooms, so they receive the right priority and response approach.

Question 59

Do you provide preventative maintenance for meeting rooms?

Accepted Answer

Yes. Preventative maintenance helps avoid failures by checking device health and connectivity, firmware and software versions and stability, audio quality, microphone performance, echo issues, camera framing and video conferencing behaviour, cabling, rack condition, ventilation and power resilience, and recommendations to improve meeting room reliability.

Question 60

Do you support LED walls?

Accepted Answer

Yes, where your LED wall is part of the supported environment. We support fault triage, configuration checks and coordination with specialist suppliers if required. Preventative checks can also reduce downtime.

Question 61

Can you help with no sound, cannot share screen, or camera not working?

Accepted Answer

Yes. These are common meeting room support issues. We troubleshoot likely causes such as incorrect audio routing, peripheral faults, HDMI and USB C presentation issues, device selection problems and room PC or Teams Rooms status.

Question 62

Can you help improve call quality, echo, dropouts, low mic volume?

Accepted Answer

Yes. We troubleshoot video conferencing quality issues including echo, feedback, low speech intelligibility, network related dropouts in coordination with IT, and device and DSP configuration.

Question 63

Do you manage firmware and software updates?

Accepted Answer

Yes. We can manage updates in a controlled way, prioritising stability and compatibility, and scheduling changes to minimise disruption. Critical security updates can be fast tracked where appropriate, subject to access and change control.

Question 64

Do you provide reporting and insights?

Accepted Answer

Yes. Reporting can include ticket volumes and trends, common faults and recurring root causes, recommendations to improve meeting room reliability, and lifecycle and upgrade advice where relevant.

Frequently Asked Questions

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