ProAV Technical Support Operational Benchmark
25 February 2026
Are your technical support rates aligned with the rest of the ProAV industry?
We’ve launched the #ProAV Technical Support Operational Benchmark – #SouthAfrica 2026 to better understand how #SystemsIntegrators structure, price, and deploy technical support services.
This short, anonymous survey focuses specifically on the commercial and operational structures behind technical support services, including call-out rates, hourly billing, travel thresholds, deployment models, and related charging practices.
🔒 All responses are anonymous
📊 Participating Systems Integrators will receive the full consolidated results
⏱ Completion time: 2 minutes
We want to build structured, credible industry insight that benefits everyone operating in the South African ProAV space.
Your participation helps strengthen industry transparency and long-term benchmarking.
This survey was conducted to assess how South African ProAV Systems Integrators structure their technical support call-outs, including call-out fees, hourly rates, travel charging practices, deployment models, and weekend or public holiday billing structures.
The objective of the survey was to better understand the commercial and operational frameworks used when delivering on-site technical support services within the ProAV sector. The survey focused specifically on support call-outs and did not include project-based installations or programming services.
The data collected provided insight into:
How call-out fees are structured and what is included
Minimum billing thresholds applied during support visits
Travel distance inclusion and per-kilometre charging practices
Travel time billing thresholds and methodologies
Weekend and public holiday rate multipliers
Technician deployment structures and team composition
Long-distance travel triggers and accommodation considerations
Whether formal travel policies are implemented within organisations
Responses were collected anonymously from Systems Integrators operating within South Africa. The survey aimed to identify industry patterns, highlight structural similarities and differences, and contribute to a broader understanding of how technical support services are commercially structured within the ProAV market.
This survey forms part of the Plan-It Technologies Industry Survey Series, which seeks to build recurring, data-driven insights into commercial and operational practices across the South African ProAV industry.
Survey Results
The survey revealed a broadly structured and commercially consistent approach to technical support call-outs within the South African ProAV industry. Most Systems Integrators apply a defined call-out fee that includes a minimum time allocation, followed by standard hourly billing. Limited travel distance is commonly included within the call-out fee, with per-kilometre and travel time charges applied beyond defined thresholds. Weekend and public holiday billing typically follows established rate multipliers, while travel time charging practices vary depending on distance and operational structure.
Overall, the findings indicate that while pricing levels differ between regions and company size, the underlying commercial frameworks used for technical support services show clear structural similarities across the industry.