Managed Support Services Overview

 

Vertical Realities’ Managed Support Services provides ongoing, end-to-end operational 9-5 device, MDM, and software platform support for organisations running VR/AR solutions.

The managed support service ensures VR/AR solutions remain stable, secure, scalable, and low-maintenance for internal IT teams, enabling organisations to focus on outcomes rather than device and platform administration and management.

Once devices are deployed, the immersive-specialist team handles all post support including device & software platform initial diagnosis and troubleshooting, (escalating to vendor assisted investigation when required); user and access management; content & OEM updates; RMA coordination keep your operations on track and ongoing technical & user assistance.

With 9-5 Managed Support Service in place, users can focus on creating and delivering and experiencing immersive content — knowing our team is on hand to keep everything running smoothly.

Key benefits are:

  • Access to deep XR Expertise with Certified specialists with years of experience in XR technology supporting your solution.
  • Immediate Productivity where no training is required and gain expert support from day one with proven processes.
  • Consistent Quality Structured support processes ensure reliable service every time.
  • Operational Transparency by providing quarterly reports sharing visibility into system health and support performance.
  • Minimised Downtime with fast response and RMA coordination to keep your operations on track.
  • Save money and time with a cost-effective solution that lowers cost by 70% than building internal expertise – pay only for what you need.
  • Guaranteed SLAs

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  • Tailored Service: We learn and understand your requirements, align outcomes & tailor your plan.
  • Device + MDM + software platform management with a 20mins average response time and 98% resolution rate.
  • Business Hours 9am – 5 pm GMT: Direct access via email and or telephone to our support team throughout the workday for fast, expert help.
  • Advanced Troubleshooting: Technical Trouble shooting Assistance with device, software & MDM from connection problems to performance optimisation and working with relevant vendors for 3rd line support.
  • RMA Fast Track: If a device needs repair or replacement, we coordinate the full Return Merchandise Authorization (RMA) process — from initial diagnosis to replacement shipment — to minimize downtime.
  • Ticket Tracking & Resolution: Each inquiry is logged, tracked, and resolved according to defined service levels for complete transparency.
  • Tailored Reporting: Receive detailed quarterly reports summarising support activity, issue trends, resolution times, and recommendations to improve long-term performance. User and Group Management

 

Who Is a Managed XR Support Service Best For

  1. Large Enterprises / Corporations
    • Companies deploying XR at scale (hundreds or thousands of headsets) — they benefit from support for device provisioning, content updates, and troubleshooting.
    • Business units with ongoing VR training, collaboration, or simulation use-cases and need consistent uptime.
  2. Learning & Development (L&D) / Training Teams
    • L&D departments using immersive tech for onboarding, compliance, or soft-skills training.
    • Training programmes where devices are used repeatedly by many users and need regular management and content refresh.
  3. Education Institutions
    • Schools, colleges, or universities running VR labs or XR-based courses.
    • Distance / blended learning programmes that require XR content to be maintained, updated, and supported without relying on internal IT alone.
  4. Safety-Critical or High-Risk Industries
    • Manufacturing, construction, oil & gas, utilities, or energy companies using VR / AR for safety training, hazard simulations, or emergency drills. These need stable, reliable XR deployments.
    • Field operations teams using AR for maintenance, inspections, or standard operating procedures — they need managed support to ensure devices and content remain accurate and available.
  5. Global / Distributed Teams
    • Organisations with geographically dispersed workforce who use XR for collaboration, training, or remote support.
    • Companies with remote offices, field technicians, or satellite sites that rely on AR / VR devices but don’t have local XR experts.
  6. Event Organisers & Immersive Experience Providers
    • Teams that host VR activations, trade shows, or conference booths — managed support ensures devices are configured, updated, and ready.
    • Production studios or agencies delivering XR experiences to clients and needing operational support post-deployment.
  7. Startups Scaling XR Solutions
    • XR product companies or solution providers that don’t yet have in-house operations teams — using managed services helps them scale without building full IT / XR ops capacity immediately.
  8. Healthcare / Medical Training Providers
    • Hospitals, medical schools, or training organisations using VR simulations or AR for clinical education. Managed support helps with software updates, compliance, and device readiness.
    • Organisations doing immersive patient therapy or rehabilitation, where devices need robust maintenance, hygiene protocols, and tech support.
  9. R&D / Innovation Teams
    • Teams experimenting with XR for prototyping, design reviews, or collaboration. Managed support frees them to focus on innovation rather than device logistics.

 

  • A mobile device management tool (MDM) will be required.
  • If the devices are Meta headsets and Meta HMS has been purchased, access to the Meta HMS (Horizon Managed Services) will be required.
  • If this is the first purchase of Meta HMS talk to us about our Smart Start Set Up Service.