Onsite Support

Hands-on support from certified technicians in the spaces you depend on.

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Onsite AV Support Challenges in Real Work Environments

Remote support can resolve many AV issues, but some require an expert to be physically present. When that moment arrives, the quality of your onsite support determines how quickly your spaces return to normal. Here are some of the challenges we often see organizations face:
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Technicians Who Arrive Unprepared

When dispatch isn't connected to prior troubleshooting and ticket history, technicians extend costly system downtime by catching up instead of immediately working to resolve the issue.

Slow Response Times

Without local technician coverage, dispatch timelines stretch. High-visibility spaces and critical meetings can't wait, so the gap between reporting issues and resolving them creates measurable operational impact.

Reactive-Only Support With No Prevention

Onsite visits are treated as a last resort rather than a proactive tool. Without preventive work woven into onsite visits, the same issues recur and the total cost of support grows over time.

Scope Uncertainty for Complex Issues

Teams aren't sure what onsite support covers, when it applies, or how to escalate effectively. This creates hesitation in reporting issues and inconsistency in how problems get resolved.

After-Hours Incidents With No Coverage Path

Incidents that happen outside of business hours in executive spaces or critical environments have nowhere to go. Without an after-hours option, high-stakes disruptions go unresolved until the next business day.

When Remote Isn't Enough, You Need the Right Person in the Room

Some AV issues can only be resolved in person. ET Group dispatches certified Service Technicians who arrive fully briefed on your ticket and equipped to perform the work required to restore your room functionality. Our technicians are positioned coast-to-coast across Canada to keep response times tight regardless of where you operate.

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What Our Onsite Support Services Deliver

Prepared, certified technicians who resolve AV issues efficiently and reduce the likelihood of recurrence.

Technicians Who Arrive Fully Prepared

Every onsite dispatch is preceded by a full review of your troubleshooting history, ticket details, and room context. Our technicians spend their time resolving the issue, not learning about it.

ET Group technicians replacing a display that was announced End of Life

Local Coverage Across Canada

Our Service Technicians are positioned coast-to-coast to ensure efficient onsite response in your time zone, minimizing the delay between reporting an issue and getting it resolved.

Reactive and Preventive Support in One Visit

Onsite visits address the immediate issue and help future-proof your AV environment: identifying patterns, performing preventive maintenance, and reducing the conditions that lead to repeat incidents.

Hardware Exchange and Device-Level Resolution

When remote actions can't fix a problem, our technicians handle hardware replacements, firmware updates, programming adjustments, and physical reconfigurations onsite with the right tools on hand.

After-Hours Coverage for Critical Spaces

For executive environments, high-visibility spaces, and operations that can't afford daytime downtime, after-hours onsite support is available to ensure coverage when it matters most.

Incident Tracking That Informs Future Support

All dispatch activities, onsite actions, and resolutions are logged and reviewed. This history helps us identify patterns, reduce repeat failures, and improve the long-term reliability of your AV environment.

What You Get from Our Onsite Support Services

On-site support ensures issues are resolved quickly and directly in your spaces—minimizing disruption and downtime.

  • Guaranteed SLAs

  • Certified onsite troubleshooting and resolution

  • Hardware exchange and device repair

  • Firmware updates and device configuration

  • Programming and system adjustments

  • Preventive maintenance during scheduled visits

  • Incident documentation and reporting

Hands-On Support for Your Critical Spaces

Our Onsite Support services ensure seamless communication and collaboration for teams in a wide variety of work environments.

Boardrooms

Conference Rooms

Huddle Spaces

Training Rooms

Multi-Purpose & Break Rooms

Classrooms & Learning Spaces

Open Collaboration Spaces

Courtrooms

Command & Control Rooms

What Our Onsite Support Includes

Our support team is trained to assist you with a wide range of situations. Here’s what it looks like when we dispatch a technician to your site:
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Issue Reported & Remote Triage Completed

We follow a structured triage process. Our Help Desk works through first-level troubleshooting and remote diagnostics before determining that an onsite visit is the right next step.

Technician Briefed & Dispatched

Once dispatch is confirmed, the assigned Service Technician receives a complete briefing on the ticket history, room details, and diagnostic findings. They arrive informed and ready to work.

Onsite Diagnosis & Resolution

The technician applies the appropriate fix, from hardware replacement to firmware updates, configuration changes, or programming adjustments. They finish by confirming the issue is resolved.

Preventive Assessment

Where appropriate, technicians assess your broader environment during the visit to identify adjacent risks, flag devices approaching failure, and address minor issues before they escalate.

Incident Documentation

All onsite activity is documented in our incident management system, including what was found, what was done, and any recommended next steps.

Handoff & Ongoing Support

After resolution, the ticket is closed with clear documentation. Patterns identified across visits inform future support recommendations and managed service planning.

Onsite Support That Supports Your Broader AV Coverage

Onsite support is one layer of a complete AV support model. ET Group's remote monitoring, Help Desk, preventive maintenance, and managed services work together to reduce how often onsite visits are needed. This ensures that when you need in-person help, your technician arrives prepared to resolve the issue efficiently.

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Onsite Support

Frequently Asked Questions

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What kinds of issues can ET Group’s onsite technicians resolve?

Onsite Support covers both reactive fixes and practical preventive work, including:

  • Troubleshooting meeting room and AV issues
  • Hardware exchange and replacements
  • Firmware updates and device configuration
  • Basic programming and system adjustments
  • Preventative maintenance to reduce repeat incidents
Do your technicians support the major meeting platforms and AV hardware brands?

Yes. Your onsite support is delivered by dedicated Service Technicians trained and certified across leading software platforms and AV hardware ecosystems. We send professionals who understand the holistic needs of your AV environment to ensure that issues are diagnosed accurately and resolved efficiently.

How quickly can you dispatch someone to my location?

Dispatch timing depends on your location, service coverage, and ticket priority, but the model is designed around minimizing delays by keeping support close to where you operate. Service Coverage is defined in your SLA.

Do you support multiple time zones?

Yes. ET Group’s onsite technicians are positioned coast-to-coast across Canada to ensure efficient support for our customers in local time zones.

What’s included in onsite support and what’s considered out of scope?

We typically dispatch Service Technicians for onsite support when an issue cannot be prevented or efficiently resolved remotely. In the vast majority of cases, sending an expert to provide in-person assistance is a suitable solution.

If the issue requires a larger redesign, major infrastructure work, or a full system rebuild, the onsite visit can still identify root causes and determine recommended next steps. However, performing the required work may move into a separate project scope.

What if my organization needs after-hours onsite service?

Our after-hours service is available to all clients to ensure timely in-person AV support when you need it. Additional fees apply, so this option is best suited for critical spaces, executive use cases, or environments that can’t afford downtime during the day.

How does onsite support from ET Group prevent repeat AV incidents?

All onsite work is tracked and reviewed in an incident management system, including dispatch notes, onsite activities, and resolutions. That history helps us identify patterns, reduce repeat failures, and support the long-term reliability of your AV infrastructure.

What professional certifications do ET Group’s technicians have?

Our AV support team members are fully certified in all major hardware and software programs to ensure a complete understanding of your technology ecosystem, including diagnostic and repair needs.

Our certifications include:

  • Microsoft Teams
  • Zoom
  • Crestron
  • Cisco
  • Poly
  • Planar
  • Biamp
  • Extron
  • Pexip
  • Shure
  • SVXI
  • AMX by Harman
  • ClearOne
  • Jabra
  • Logitech

… and more.

Can’t my in-house IT team maintain my meeting room technology?

AV experts aren’t made overnight. Your IT team is already focused on core systems, and managing meeting room technology, platforms, and device updates quickly becomes a full-time job. We handle the ongoing complexity – platform changes, device compatibility, vendor escalations, and support—so your team doesn’t have to. When issues arise, we respond quickly and keep your rooms running without disruption.

Work With an AV Partner You Can Rely On

Book your discovery call today and let an expert from ET Group show you how an expert AV support can help your organization embrace the benefits of a truly hybrid workplace.