Aurora Support
Your immersive space deserves support as good as the technology itself
We don't install and disappear
We support your space, year after year
A great immersive space is more than the technology inside it. It's the confidence that everything will continue running smoothly long after installation day.
That's why at Aurora, we support your space for years to come with our in-house, UK-based team. We help you feel confident, keep your technology running smoothly, and ensure your environment continues creating valuable experiences year after year.
On-site health check
Training session
Remote support
On-site support
Great multi-sensory spaces need great support
Here's what it looks like
Year 1: Included (Free)
- Quarterly check-ins
- Technical support
Year 2 onwards: Optional Annual Package
-
On-site health check
Regular system reviews to ensure everything is performing as it should, alongside recommendations to help you get even more from your space. -
Training session
Dedicated refresher training for your team, covering best practices, system updates, and day-to-day operation. -
Remote support
Fast, responsive technical support via phone, email, or secure remote access to resolve any concerns quickly and minimise disruption. -
On-site support
When hands-on support is needed, our experienced technicians are there to diagnose and address your needs efficiently.
Need help with something?
For support enquiries, call us on 01226 295 455, drop us an email at info@auroraimmersive.co.uk, or complete our online form.
Phone
Call us on 01226 295 455
Drop us a line at info@auroraimmersive.co.uk
Form
Complete our online contact form
- Alick Ford, PrincipalAftercare is just as important as the sale and Aurora have always supported us and go out of their way to ensure we have everything we need.
- Nicola Priddle, Assistant HeadWe have had wonderful support from everyone at Aurora throughout the process from training to tech support.
- Laura Thresh, Head of SEND and InclusionAurora were so helpful and really worked with us, even coming back to show us how to use the system well.
- Richard Swallow, Head of SchoolThe workmen on site were great. They worked around the setting and communicated well. We’re really pleased with how it all just happened behind the scenes.
- Paul Grills, HeadteacherFrom the initial meeting to on-site training, communication was clear, deadlines were met, and we're extremely impressed with the final product.
- Melanie Butcher, Ward ManagerWe’re so grateful for our relationship with Aurora.
Support FAQs
A specialist engineer will visit your site to carry out a comprehensive inspection of both the hardware and software elements of the system. This includes ensuring that all equipment is operating as expected, identifying any potential issues, and providing recommendations on future upgrades or maintenance requirements. For example, this may include highlighting projector lamp life, hardware nearing end-of-life, software updates, or any areas of concern that could affect system performance.
Training is tailored to your needs and can be as comprehensive or as concise as required. Whether you need a short refresher session, onboarding for new team members, or more in-depth training to support changing requirements, we can adapt the content and delivery to suit your organisation. Our goal is to ensure every user feels confident using the system and can make the most of its features.
Support packages are available with terms of one to five years and are agreed at the quotation stage. At the end of the agreed term, you are under no obligation to renew. However, once a support agreement has commenced, it remains in place for the full contracted period and cannot be cancelled mid-term.
While we do not operate under a formal SLA response time policy as standard, we aim to respond to all helpdesk tickets within the same working day. Based on our annual support statistics, approximately 80% of support cases are resolved within 48 hours. Response and resolution times may vary depending on the nature of the issue, the time of year, and overall support demand, but we always aim to help as quickly as possible.
There is no fixed limit on the number of on-site support visits available when required. If an issue cannot be resolved remotely, or an on-site visit is needed, our team will arrange attendance and work quickly to restore your system to full operation with as little disruption as possible.
Have more questions?
Ask our team about Aurora supportHave a project in mind?
Let's see how we can bring it to life
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