FAQ

When does the plan start?

You can nominate the date on which you wish you plan to commence. The plan will last for 12 months from the date it commences.


What are the support hours?

Our support is currently provided from 9.00am to 5.00pm GMT (United Kingdom), Monday to Friday, except on days which are public holidays in England.


How will I know you have understood my AV project solution to provide me with effective support?

Our onboarding process is designed to ensure that our support team fully understand your system, to provide you with effective remote support.
When you register your plan, you will be asked to provide us with the following information relating to the AV solution:

  • Details of devices in the solution including device name, manufacturer, model number, serial number, IP details, device type and device location
  • All Supporting technical documents which provide details of the solution functionality, for example, system schematics, GA and elevation plans.


If we need any further information to help us understand your system we will issue a Request for Information.


Can I upgrade a plan?

Yes, you can upgrade the plan at any time using the ‘Upgrade’ function within the AV Assist platform.


If AV equipment is connected wirelessly within a solution does that count as a device?

Yes, if the equipment is connected to the system, wired or wirelessly, then the equipment will count as a device.


Does a speaker pair count as one device?

No, each speaker will count as one device.


Does the reseller need to physically be on-site for AV Assist support to be provided?

Whilst the majority of support can be achieved remotely there are occasions that our support team will need eyes and ears on site to help with a physical adjustment and to carry out testing to ensure that the issue has been resolved.

AV resellers are best placed to provide this physical support as their engineers speak the same language as the AV Assist support team, and know the end client and their site. Remember, the representative you send on-site can be a junior engineer rather than a more valuable resource such as a programmer or senior engineer.


Do you offer on-site support?

We do not offer on-site support. AV Assist are a remote support service only. However, our research shows that 80% of AV support issues can be resolved by remote intervention.


What happens if there is a hardware fault?

In the few support cases, following our investigation, we may determine that the issue is due to a hardware fault. In this case we will compile a full troubleshooting report which you can take to your hardware supplier or manufacturer to assist them with replacing or repairing the hardware.


Can the end client have access to the AV Assist helpdesk platform?

Yes, the end client can access the AV Assist helpdesk platform to submit support tickets. However, as our support is provided by technical programmers, a reseller with technical AV knowledge will be better placed to receive the support so that the issue is resolved more efficiently.


What happens at the end of my plan?

Three months before the date your plan is due to end, we will contact you to see if you wish the renew the plan for a further 12 months.


Can I cancel my plan?

Yes, you can choose to cancel your plan, however we do not offer any refunds on the plan fees you have paid.


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