What should I ask an AV company before signing a contract?

Before signing an AV contract, ask 8 to 12 specific questions covering certifications, references, scope, support, lifecycle costs and exit terms. The answers reveal whether you are buying a working room or a delivery of boxes.

The credentials questions go first. Ask which information security, quality and environmental standards the integrator holds (ISO 27001, ISO 9001, ISO 14001), which manufacturer certifications cover the platforms in scope (Crestron, Cisco, Logitech, Poly, Q-SYS, Microsoft Teams Rooms certified partner), and whether the design team includes CTS-certified engineers. For public sector projects, ask whether the integrator is on the Crown Commercial Service supplier list and which framework lots apply. Cross-check any claims against the published accreditations register rather than taking marketing copy at face value.

Then ask about the work itself. Has a site survey been done before pricing, or is the quote based on a floor plan? Who is the named technical contact for the install and through commissioning? What is the change-control process if the scope shifts mid-project? What is included in commissioning, specifically (room calibration, platform testing, user acceptance walkthrough)? What does the warranty cover in year 1, and what changes in year 2?

Then the commercial questions. How are payment milestones structured, and are they tied to deliverables (survey, equipment delivered, installed, signed off) rather than just the calendar? What is the response SLA for critical faults under the support contract (≤4 hours is the bar for tier-1 cover)? What is the documented exit clause if the relationship has to end? Is the equipment specified branded with the integrator's own logos or with the manufacturer's, so you can re-engage another partner if needed?

A serious bidder welcomes these questions and answers them in writing. A bidder who deflects or asks why you need that detail is telling you something. For more on the procurement framework, see the consultation and design service.

Quick reference: ISO and manufacturer certifications, site survey done, named technical contact, change-control process, commissioning scope, warranty year 2, milestone-based payments, ≤4 hour SLA, exit clause, manufacturer-branded kit.