| Installation | Site survey and layout planning | Documented site survey before equipment shipment | Confirm that the supplier checks ceiling height, floor loading, power capacity, network coverage, emergency exits, audience flow, and accessibility requirements. | 0–5 |
| Installation schedule | Written schedule with milestones and acceptance criteria | Require separate dates for delivery, assembly, software configuration, safety inspection, calibration, testing, and customer acceptance. | 0–5 |
| Safety and compliance | Local electrical, fire, building, and accessibility requirements addressed | Ask for installation checklists, equipment manuals, emergency procedures, cable-management plans, and applicable conformity documentation. | 0–5 |
| System calibration | All seats, motion systems, displays, audio, and tracking tested together | Request a documented test report covering synchronization, tracking accuracy, audio levels, motion limits, image quality, and restart procedures. | 0–5 |
| Handover documentation | Complete digital and printed handover pack | Verify delivery of wiring diagrams, asset lists, user accounts, configuration backups, maintenance instructions, warranty terms, and spare-parts lists. | 0–5 |
| Training | Operator training hours | Practical training covering opening, operation, shutdown, and emergency stop | Confirm that training includes both classroom instruction and hands-on exercises with the installed system. | 0–5 |
| Content and show-control training | Staff can load, schedule, test, and remove approved content | Check whether training covers playlists, user permissions, content version control, show presets, and basic troubleshooting. | 0–5 |
| Maintenance training | Routine cleaning, inspection, replacement, and reporting procedures documented | Ask for cleaning methods for headsets, seats, lenses, controllers, screens, ventilation filters, and high-touch surfaces. | 0–5 |
| Training verification | Attendance records and competency checklist provided | Prefer suppliers that provide role-based training for operators, supervisors, technicians, and managers, with refresher options. | 0–5 |
| Maintenance | Preventive maintenance plan | Written daily, weekly, monthly, and periodic tasks | Review inspection intervals for moving parts, batteries, cables, cooling systems, tracking devices, software, and safety controls. | 0–5 |
| Spare-parts availability | Critical consumables and replaceable parts identified in advance | Confirm stock strategy, part compatibility, lead times, storage requirements, and whether substitute parts are approved. | 0–5 |
| Warranty coverage | Coverage, exclusions, claim process, and response obligations stated in writing | Check whether warranty terms cover hardware, software, labor, travel, shipping, replacement parts, and accidental or misuse-related damage. | 0–5 |
| Uptime planning | Documented recovery procedure and business-continuity plan | Ask how the supplier handles failed seats, unavailable content, network outages, power interruptions, and system restoration. | 0–5 |
| Technical Support | Support availability | Support hours clearly matched to operating hours | Confirm time-zone coverage, weekend and holiday support, escalation contacts, supported languages, and emergency contact methods. | 0–5 |
| Initial response time | Priority-based response targets documented in the service agreement | Look for separate targets for critical outages, major degradation, standard incidents, and general questions. | 0–5 |
| Remote diagnostics | Secure remote troubleshooting with customer authorization | Verify access controls, activity logs, data-protection procedures, remote monitoring scope, and the ability to disable access. | 0–5 |
| On-site escalation | Defined process for dispatching qualified technicians | Confirm geographical coverage, travel charges, estimated arrival windows, technician qualifications, and replacement-equipment procedures. | 0–5 |
| Software and firmware updates | Controlled update process with release notes and rollback options | Ask how updates are tested, scheduled, approved, backed up, deployed, and reversed if they affect show operation. | 0–5 |
| Commercial and Operational Fit | Total cost of ownership | Five-year cost model with transparent assumptions | Compare equipment, installation, content, licenses, training, maintenance, support, consumables, spare parts, shipping, travel, and renewal fees. | 0–5 |
| Commercial and Operational Fit | Reference validation | Comparable installations independently verified | Request references with similar venue size, audience volume, operating hours, motion intensity, content format, and service requirements. | 0–5 |
| Commercial and Operational Fit | Service-level agreement | Measurable service levels with reporting and remedies | Ensure the contract defines availability targets, response times, resolution targets, escalation rules, exclusions, service credits, and termination rights. | 0–5 |