Service & support
What happens after it's installed
A video wall is a ten-year purchase. The panels matter less than whether someone answers the phone in year four and has the right module on a shelf in Kathmandu.
Coverage
Where we reach, and how fast
Times below are to attendance on site, not to resolution — and they are what we will commit to in writing. If your location is hard for us to reach, we will say so before you buy rather than after.
| Zone | Locations | On-site response |
|---|---|---|
| Kathmandu Valley | Kathmandu · Lalitpur · BhaktapurEngineers and spares are held here, so most faults are attended within 24 hours of a reported call. | Next business day |
| Highway corridor | Pokhara · Chitwan · Butwal · HetaudaReached by road from Kathmandu. A remote diagnosis usually happens the same day, so the engineer arrives with the right part. | 2–3 business days |
| Eastern & western Terai | Biratnagar · Dharan · Janakpur · Nepalgunj · DhangadhiTravel time dominates. For sites here we recommend holding a small on-site spares kit — it turns most faults into a same-day swap. | 3–5 business days |
| Remote & hill districts | Everywhere elseQuoted per site during survey. We will tell you honestly before you buy if a location is hard for us to reach. | By arrangement |
Spares
Held in Kathmandu, not indented on order
The difference between a two-day fix and a two-month one is whether the part is in the country. These are stocked locally.
LED modules
Common pitches across the Lampro, Unilumin and Evolve ranges
Power supplies
Standard 200 W and 300 W units used across most cabinets
Receiving cards
NovaStar A8s and A10s Pro
Sending / controllers
Loan units available while a fault is diagnosed
Cabling & connectors
Cat6, power loops, signal loops, quick-lock hardware
Maintenance contracts
AMC options
Standard AMC
Fixed indoor installations — corporate, retail, hospitality
- Two scheduled preventive visits per year
- Cleaning, connection check and brightness re-balance
- Fault attendance within the response time for your zone
- Labour included; parts charged at cost outside warranty
Priority AMC
Control rooms, stadiums and anything that cannot go dark
- Four scheduled preventive visits per year
- Remote monitoring via VNNOX Care with fault alerting
- Priority attendance ahead of standard contracts
- Agreed on-site spares kit held at your premises
- Labour and listed consumables included
Rental support
Event companies running their own inventory
- Pre-event panel check and spares top-up
- Standby panels available during your event window
- Technician on call for the duration of a hired event
- Repair turnaround on damaged panels between shows
Transport and on-site crew are quoted per event, not included in the contract.
Warranty
2 years on panels and power supplies
Covered
- Manufacturing defects in modules, power supplies and receiving cards
- Failure under normal operating conditions within the rated environment
- Labour for warranty repairs within your coverage zone
Not covered
- Physical damage, water ingress beyond the rated IP, and lightning or surge damage
- Failure caused by unstable mains supply where no stabiliser or protection was installed
- Screens modified, relocated or serviced by a third party without notice
- Content players, media sources and third-party equipment we did not supply
Surge and mains instability is the most common cause of out-of-warranty failure in Nepal. We specify protection on every quotation; declining it is the single biggest risk to a wall's life.
At handover
What you keep
Everything here is yours, including if you later appoint a different integrator. Nothing about your wall is held hostage by us.
- Screen configuration file, so any future engineer can re-calibrate from a known baseline
- Commissioning report recording brightness, colour temperature and cabinet map on the day
- VNNOX account in your name, with your content and your access
- As-built cabling and power layout
- Named engineer who commissioned the wall and returns for service
Existing screen needing service?
We service walls we did not install. Tell us the brand, the pitch and roughly when it went in, and we will tell you honestly whether it is worth repairing.