commercial support

Don’t let technical hiccups slow down your operations. AVDG offers three comprehensive support packages, as well custom options, to ensure that your connected technologies are performing optimally, 7 days a week. Our experts support your organization’s AV, automation, and networking systems through continuous monitoring, as well as defensive and proactive measures. When technical support is needed, we’re just a phone call or email away.

why AVDG

3,250

service clients across
North America

85

percent of tickets are
resolved remotely

remote system
monitoring

email, phone &
emergency
on-site support,
7 days a week

We offer three comprehensive support packages, as well as the option to customize your plan to fit your organization’s specific needs. No matter which package you choose, you’ll have access to a dedicated service team with a guaranteed 30-minute response time by phone or email during business hours.

service options

level 1 support

Our first-level Support Package includes the priority support you need to resolve technical issues quickly and avoid disruptions. It includes our 7-day remote support and preemptive system-health monitoring, ensuring that your systems continue to function optimally.

Package includes:

  • Dedicated service team with direct email and direct phone number
  • 7-day remote support 8am-8pm (email, phone, or chat)
  • Priority 30-minute response time (phone or email) during business hours 
  • Manufacturer’s warranty repair or replacement (new equipment only, does not include OFE)
  • As-needed on-site support Mon-Fri and preventative maintenance visits, each billed at T&M rates

level 2 strategic

Our Strategic Package gives you full access to both our remote support and on-site support teams at no additional cost. It includes 7-day remote support and preemptive system-health monitoring, plus on-site visits scheduled within 2-3 business days. Strategic clients also receive an annual preventative maintenance visit, which includes a thorough review and testing of your technology integrations.

Package includes:

  • Dedicated service team with direct email and direct phone number
  • 7-day remote support 8am-8pm (email, phone, or chat)
  • On-site support 8am-5pm, Mon-Fri, scheduled within 2-3 business days
  • Priority 30-minute response time (phone or email) during business hours
  • Annual preventative maintenance visit
  • Manufacturer’s warranty repair or replacement*

level 3 enterprise

Our Enterprise Package is the ideal solution for organizations that require the fastest response to technical issues. This plan includes on-site support by next business day, in addition to our priority 7-day remote support with guaranteed 30-minute response time. Enterprise clients also receive an annual preventative maintenance visit and our preemptive system-health monitoring, which enables our teams to preemptively address some issues before they even come to your attention.

Package includes:

  • Dedicated service team with direct email and direct phone number
  • 7-day remote support 8am-8pm (email, phone, or chat)
  • On-site support 8am-5pm, Mon-Fri, by next business day
  • Priority 30-minute response time (phone or email) during business hours
  • Annual preventative maintenance visit
  • Manufacturer’s warranty repair or replacement*

level 1 support

Our first-level Support Package includes the priority support you need to resolve technical issues quickly and avoid disruptions. It includes our 7-day remote support and preemptive system-health monitoring, ensuring that your systems continue to function optimally.

Package includes:

  • Dedicated service team with direct email and direct phone number
  • 7-day remote support 8am-8pm (email, phone, or chat)
  • Priority 30-minute response time (phone or email) during business hours 
  • Manufacturer’s warranty repair or replacement (new equipment only, does not include OFE)
  • As-needed on-site support Mon-Fri and preventative maintenance visits, each billed at T&M rates

level 2 strategic

Our Strategic Package gives you full access to both our remote support and on-site support teams at no additional cost. It includes 7-day remote support and preemptive system-health monitoring, plus on-site visits scheduled within 2-3 business days. Strategic clients also receive an annual preventative maintenance visit, which includes a thorough review and testing of your technology integrations.

Package includes:

  • Dedicated service team with direct email and direct phone number
  • 7-day remote support 8am-8pm (email, phone, or chat)
  • On-site support 8am-5pm, Mon-Fri, scheduled within 2-3 business days
  • Priority 30-minute response time (phone or email) during business hours
  • Annual preventative maintenance visit
  • Manufacturer’s warranty repair or replacement*

level 3 enterprise

Our Enterprise Package is the ideal solution for organizations that require the fastest response to technical issues. This plan includes on-site support by next business day, in addition to our priority 7-day remote support with guaranteed 30-minute response time. Enterprise clients also receive an annual preventative maintenance visit and our preemptive system-health monitoring, which enables our teams to preemptively address some issues before they even come to your attention.

Package includes:

  • Dedicated service team with direct email and direct phone number
  • 7-day remote support 8am-8pm (email, phone, or chat)
  • On-site support 8am-5pm, Mon-Fri, by next business day
  • Priority 30-minute response time (phone or email) during business hours
  • Annual preventative maintenance visit
  • Manufacturer’s warranty repair or replacement*

additional support partnerships

custom options

Choose the level of support that your business needs. We offer the option to customize your support package according to your specific systems, infrastructure, operations, and budget. Our team will work with you to identify your priorities and custom-build a support plan that works for you.

technology sweeps

AVDG’s technology sweeps are comprehensive system evaluations that ensure your audiovisual, conferencing, collaboration, and IT components are working optimally. Our technicians thoroughly test and optimize all technology integrations, helping to prevent issues and maximize system uptime.

  • Rebooting systems and A/V peripherals
  • Testing functionality of conferencing systems, touchscreens, digital signage, presentation tools, and other tech deployments
  • Verifying A/V output quality from cameras, microphones, and speakers
  • Checking cabling and inputs for damage and dust
  • Testing performance and battery life of wireless devices, including remotes and touchscreens
  • Providing a detailed summary of checks performed and issues identified

remote assistance

email/phone support
7 days, 8 am – 8 pm
365 days a year
guaranteed 30-minute response time

priority on-site support
Monday – Friday, 8am – 5 pm
within 1-3 business days, depending on package

program optimization
through internet, network, AV system, and power monitoring

iOS device application installation
reboot capabilities allowing for the reboot of devices without needing to access software. Direct AVDG Expert Technician connection via email or phone

system health monitoring
AVDG’s “machine-learning” process allows us to preemptively address many common issues that would otherwise require a service visit.

what our clients say

“The AVDG group is incredibly knowledgeable and passionate about anything needed. They are really efficient and can come up with multiple ideas and solutions. Service is prompt and well worth it! Just an awesome team to deal with.”

– Blake

our commitment

30

minute or less response time to initial requests

70

percent of service tickets are
resolved within 15 minutes

85

percent of service tickets are resolved remotely

80

percent of on-site service issues are resolved during a single visit

dedicated office and field service team

on average AVDG's service clients maintain AVDG as their service provider for more than 7 years.

Need a hand? Our Expert Technicians are here to help. Schedule an on-site service visit now!