You inherit a system nobody documented
Downtime is lost business. mtc provides support and managed service plans that keep AV, IT and security systems in Japanese offices running reliably, whether we delivered them or took them over from another vendor. We act as an extension of your support team, protecting your investment and extending the life of your technology.
Systems that keep working after handover
Support from the engineers who know your systems
mtc provides full-scope support and management for office technology systems across Japan. Our bilingual engineers understand the systems inside and out, and all support is delivered by our own staff rather than outsourced technicians, subcontractors or call centre agents. That gives us tighter control over quality and accountability, and it means you deal with the same team that built the system in the first place. Most clients choose an annual support agreement with a defined service level agreement (SLA), but we also handle ad hoc requests and tailored service structures.
Managed services that go beyond monitoring
True managed services are about making sure technology keeps meeting your business needs over time, not just keeping it online. We monitor systems proactively, run scheduled tests of critical rooms and endpoints, track AV and IT assets with warranty reminders, and issue update advisories based on manufacturer announcements. We also support integration changes, such as a Teams to Zoom migration, and coordinate with global IT teams on upgrades and rollouts. This avoids the familiar problem of systems being delivered, then neglected until they break.
Service plans built around your environment
Support is tiered to each client’s needs, structured annually and typically SLA-based. A standard plan covers business-hours support, remote diagnostics and scheduled maintenance visits twice a year, with email-based ticket tracking. An enhanced plan adds same-day on-site response in the Tokyo metro area, quarterly health checks and a firmware and patching roadmap. A premium plan adds a dedicated point of contact, direct engineer access, custom escalation procedures and on-site readiness testing before events or executive visits. Each plan can be adapted to the size and complexity of your environment.
Vendor-agnostic technology support
We do not lock you into a single platform or manufacturer. Our team is trained and certified across AV control systems from Crestron, Extron and Kramer; video conferencing on Zoom, Teams, Webex, Neat, Logitech and Cisco; audio DSP and distribution from Biamp, QSC, Powersoft and Shure; digital signage from BrightSign and SpinetiX; plus networking, structured cabling, surveillance and access control. If we installed it, we support it. If someone else installed it, we can still support it after a system audit and documentation review.
Specialist support, not a call centre
mtc is not a general-purpose helpdesk, and we do not provide basic user support or desktop troubleshooting. Our support focuses on the systems we build and manage: hardware, software, configuration and integration. We act as a hands-on extension of your IT and facilities teams, with a Tokyo-based team providing local response, coordination and regular reporting to global IT stakeholders.
We keep detailed records of every supported environment, including configuration files, device maps, firmware history and documentation logs. When something goes wrong, we know what should be there and how to fix it, so you are not chasing multiple vendors or working from unclear documentation.
Where it goes wrong, and what it costs
You made it to day one. The office opened on time and the installer has been paid. A few weeks later a meeting room stops joining calls, and you find out what you really bought.
There is no paperwork
No drawings, no configuration backups, no credentials, no asset list. Every fault starts with working out what was installed.
The installer can hang a screen, and little else
A Microsoft Teams Room that stops signing in because of a conditional access policy is an identity and network problem. The company that mounted the display cannot troubleshoot it.
Nobody can talk to your global team
The fix needs your security and identity people in another country. If nobody at the installer speaks English, that conversation never happens.
The equipment is not your standard
What went in was whatever the vendor had in stock. Your global team cannot monitor it, manage it or replace it like for like.
The result is that a fifteen minute fix becomes a half day investigation, and a planned upgrade becomes an emergency.
What it costs when nobody holds the records
- Every incident begins with working out how the system was built in the first place.
- An expired certificate or licence takes a room out of service with no warning.
- Warranty and support entitlements lapse because nobody was tracking them.
What sits behind a support agreement
Support is only as good as the records behind it. Most of what we support, we designed and installed.
- Systems we already know. The drawings, configurations and equipment records are ours, so there is no discovery phase before we can help.
- A documented baseline. Before an agreement starts we record the as-built state, firmware versions and configuration, so later changes are visible.
- Preventive work. Firmware, certificates, licence renewals and platform changes planned ahead of vendor deadlines.
- Escalation in two languages. Manufacturer cases raised in English, building and landlord issues handled in Japanese, by the same team.
- Honest advice on replacement. When something needs replacing we say so, with the cost and the end-of-life date.
- Fire and life safety. Any change to a door, a ceiling device or a fire alarm interface is checked against the approved plan before we touch it, including on a call-out.
The engineers who support your systems hold current certifications from Cisco, Microsoft, Crestron, Biamp, Shure, Extron, Netgear and Audinate.
What’s included
Support details
- On-site and remote support
- Incident response and issue resolution
- Preventative maintenance and performance checks
- Firmware, software updates and patching
- Configuration tracking and documentation maintenance
- Warranty monitoring and vendor escalation
- Annual system health audits and usage reviews
Tell us what you are planning
Talk to our bilingual engineers about scope, timing and budget. We will tell you what is realistic in your building.
Reliable Connectivity and Cost-Effective AV for an Australian State Government Office in Tokyo
Relocated office for an Australian state government, with full Wi-Fi coverage verified by Ekahau survey and AV on time and within budget.
Design – Build – Support
How this service runs from the first site visit to ongoing support.
Design
Design means shaping a support plan around your environment: assessing the systems in place, auditing and documenting anything installed by another vendor, and choosing the plan tier and escalation procedures that match your operational needs.
Build
Build means putting the support framework in place: recording configuration files, device maps and firmware history, setting up asset and warranty tracking, and agreeing monitoring, maintenance schedules and reporting lines with your local and global teams.
Support
Support means ongoing care from the team that knows your systems: proactive monitoring, preventative maintenance, updates and patching, incident response on-site or remotely, and regular health checks and reporting to keep your technology performing over time.
Frequently asked questions
Yes. We regularly take over AV and IT systems delivered by other vendors. Before we start, we carry out a system audit and documentation review so we understand exactly what is installed and how it is configured. Once that baseline is in place, we can support the environment in the same way as the systems we build ourselves.
No. mtc is not a general-purpose helpdesk, so we do not handle basic user questions or desktop troubleshooting. Our support covers the systems we build and manage, including meeting rooms, AV, networking and security systems. We work alongside your internal IT team or global helpdesk, acting as the specialist, hands-on extension for those systems in Japan.
Most clients choose an annual support agreement with a defined SLA, because it gives predictable coverage, scheduled maintenance and regular health checks. We also accept ad hoc requests and can build a tailored service structure if neither option quite fits. We are happy to talk through your environment and recommend the approach that makes the most sense.
Our Tokyo-based team provides local response and coordination, along with regular reporting to your global IT stakeholders. We keep detailed records of configuration, firmware history and documentation for every supported environment, and we coordinate directly with global teams on upgrades and rollouts, so head office always has a clear picture of what is happening in Japan.
Related services
- Audio-Visual Integration: Meeting room technology, video conferencing, digital signage and background music, with custom touch panel and room control interfaces designed to be intuitive and easy to support.
- IT Infrastructure: Business-grade networks, from rack design and structured patching to Wi-Fi and switch deployment, aligned with your global IT standards, security policies and local site conditions, for new builds or retrofits.
- Bilingual Project Management: Bilingual technical project managers who understand the systems, coordinate vendors and contractors, communicate clearly across cultures and take full ownership of the result.