Pulse – Service and Support
24 Hour Remote Monitoring & Dedicated, Top-Priority Support.
AVL Pulse will ensure your systems are performing at their best.
Over the past decade in business, AVL is proud to boast over five hundred completed AV, Data and Lighting projects. While our portfolio of new work increases every year, our responsibility to existing clients continues long after construction is complete. The systems we install are of the highest standards in our industry, but like all technology, allowing for constant monitoring, regular maintenance, troubleshooting and upgrades is essential.
AVL is proud to launch our Service and Support department in 2020! We have been busy developing concepts to offer a support solution that can be tailored to all our customers, from large multi-property resorts to small private homes. The result is PULSE, offering tiered monthly packages that feature a menu of services including 24/7 remote monitoring, monthly onsite visits, customized reporting and equipment upgrades.
Meet our newly appointed Service & Support Manager, Ryan Komorek.
Ryan hails from New York and brings with him a wealth of knowledge in the service industry, customer relations and sales. Ryan will be the customer’s first port of call when an issue arises and will expertly coordinate the next steps to ensure a speedy response and resolution.
Remote support can often resolve an issue in a matter of moments but if required, our team of experienced technicians in the field are readily available for onsite visits.
Extended REMOTE SUPPORT hours
Remote Diagnostics and Repair
Annual System Evaluation
ALL PRIME FEATURES +
3 BUSINESS DAY ON-SITE RESPONSE
REMOTE DIAGNOSTICS AND REPAIR
ANNUAL SYSTEM EVALUATION
Netflix, Sonos, Apple ID and Spotify
6 ON-SITE SYSTEM HEALTH CHECKS
ALL PREMIUM FEATURES +
NEXT BUSINESS DAY ON-SITE RESPONSE
12 ON-SITE SYSTEM HEALTH CHECKS
NATURAL DISASTER FIRST RESPONSE
10% DISCOUNT ON LABOUR
10% DISCOUNT ON HARDWARE UPGRADES
AVL uses OVRC to get quick insight and basic control of devices remotely for immediate support.
With OVRC Pro. we have access to enhanced troubleshooting capabilities and diagnostic data that makes remote support easy, eliminating unnecessary visits and enables us to provide world-class service to our clients. Hardware and Labor included
PRIORITY RESPONSE OVER NON-PULSE MEMBERS
Members who subscribe to any one of our support packages will get immediate support. Non-members may have to wait several weeks for support based on availability.
PROACTIVE MONITORING (requires OVRC Pro)
With Proactive Monitoring, we are often able to identify system glitches before the user experiences it. If something in the system goes down, we will be alerted, remote into the system, troubleshoot and resolve. A remote fix isn’t always possible, but when it is, the entire experience from glitch to fix is completed behind the scenes – without interrupting your experience.
EXTENDED BUSINESS HOURS FOR REMOTE SUPPORT
With your PULSE membership you will have exclusive access to extended Remote Support hours. Service members will be available for contact Monday-Friday 7am-7pm.
Premium and Platinum bundles include set up and management of a dedicated SONOS account and Apple ID. Basic NETFLIX and SPOTIFY monthly subscriptions are also included at no extra charge. This ensures subscription services are activated quickly and removes the hassle for the customer.
3 BUSINESS DAY OR NEXT BUSINESS DAY ON-SITE RESPONSE
If necessary, using all available transport options, we will guarantee 3 business day or next business day onsite support depending on the chosen package. Generally, this would be used in an emergency where support over the phone or by remote access did not fix the issue.
YEARLY SYSTEM EVALUATIONS
The world of technology is ever-changing. With our Yearly System Evaluation, we will perform an on-site checkup of all installed hardware and complete a detailed report of any upgrades that you may be interested in.
ON-SITE SYSTEM HEALTH CHECKS
Primarily used for a pre-visit status check for villas and resorts, one of our service technicians will do a full onsite system check to make sure everything is up and running smoothly to ensure an enjoyable stay.
Please note: A two-week lead time is required to ensure we have time to troubleshoot and rectify any issues before guests arrive.
REMOTE DIAGNOSTICS AND REPAIR
This service allows a technician to remotely access the entire system remotely and immediately as if they were on site with a computer. This makes it possible to diagnose and attempt a repair to get everything back up and running with minimal down time.