Support Services

Remote Monitoring & Management

Real-Time Monitoring of Your Meeting Spaces and Technology

With Remote Monitoring & Management from ET Group, you can rest assured that dealing with issues in your AV technology ecosystem can be quick, painless and cost effective.

Our RMM program monitors the state of your technology and spaces, and immediately alerts our Support team when problems arise. Affected devices can be reset to normal operating conditions remotely, or provide us with the diagnosis needed to properly equip and send in one of our certified technicians.

By proactively monitoring for issues in your meeting rooms, our team is always ready for action, minimizing the meantime to repair and avoiding system downtime.

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  • Take immediate action with real-time detection

    Continue working uninterrupted—we detect issues in your network as soon as they happen, taking action before they become a problem.

  • Resolve issues the first time with accurate diagnosis

    Save time and minimize truck rolls with diagnoses that reveal the root cause of the issue, and allow us to take the right approach the first time.

  • Ensure peak performance with automated device reset

    When suitable, our program remotely issues commands to the affected device(s) to reset and restore them to normal operating performance.

  • Maximize uptime seamlessly and without intervention

    Take advantage of reduced downtime when problems in your network are detected, diagnosed, reset and repaired so quickly, you'll barely have time to blink.

Supporting Canadian Businesses

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See it in action!

Watch how we monitor your critical spaces

When you work in a hybrid environment, you want people to feel engaged and productive from wherever they’re working. When you’re faced with technical difficulties, it’s easy to lose out on the positive experience that technology can deliver. That’s why maintaining the health of your meeting spaces is critical to keeping your team connected.

What can we detect?

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Required updates to your firmware

When your firmware is not up to date, this can cause compatibility issues. By always ensuring the latest version, you can prevent gaps in your technology experience.

Faulty or defective hardware

Sometimes hardware needs to be replaced or requires new parts. Proactively detecting these issues helps our technicians diagnose what happened and prepare the right tools for a quick and painless fix.

Disruptions to your network

If a device is struggling to connect, or your service is interrupted, Remote Monitoring will alert our team to the cause, so we can get you back online.

Incorrect device settings

Simply selecting a wrong input or pairing to the wrong bluetooth device can cause problems that we don't expect, but we can catch them and steer your team in the right direction in no time.

How is an alert processed?

When a problem is detected by our Remote Monitoring and Management software that is installed your network and devices, our team receives an immediate alert.  The alert provides necessary details including the location, room, and affected device. 

This information allows us to troubleshoot and diagnose the cause of the issue, and when applicable, command a remote reset to your equipment, or advise your team on what actions to take restore to normal functionality. 

In the instance of a hardware issue, or if manual intervention is required, we send a Certified Service Technician at the earliest possible availability. 

Our service techs are given the full diagnostic information and arrive prepared with the right knowledge and tools required to repair your technology in as little time as possible.

ET Group Service Technicians are fully trained and certified to support industry leading software and hardware platforms.

A detailed Incident Report will be provided to you every time an alert is received, pertaining to the cause, diagnosis, and resolution to your technology disruptions.

Once the issue is solved, the incident is closed and you and your team can continue to communicate and be productive — business as usual!

Customer Stories

Enhancing Operational Efficiency through Remote Monitoring & Management

This case study focuses on one of Canada’s major Financial institutions, with a strong National presence. Based in Toronto, Ontario, this client’s footprint extends throughout Canada. ET Group partners with them to oversee Audiovisual (AV) and Unified Communications (UC) services in more than 200 meeting rooms across the country. By leveraging Remote Monitoring and Management (RMM) capabilities from Utelogy, we were able to streamline their support needs and help them realign with their business goals.

Monitoring and Managing Your Most Critical Spaces

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Huddle & Small Meeting Spaces

Conference Rooms

Boardrooms

Workstations and Focus Spaces

Classrooms

Training Rooms

Command Control Centres

Courtrooms and Correctional Facilities

Healthcare Centres

What does it mean to be Proactive?

When issues in our technology system arise, our first instinct is usually to call IT or the Customer Service desk for assistance after the incident has already happened. However, this approach can be time consuming and costly. You can avoid wasting time and money by taking a proactive approach to supporting your workplace technology.