Support
How support works.
Start with the assistant. Escalate to a human when you need one. Everything in between is designed to save you a truck roll.
How is this different from a generic AI chatbot?
SynTechAV answers from a corpus authored by working AV engineers — real failure patterns, firmware quirks, and diagnostic sequences — not the open web. And when the assistant reaches its limit, it escalates to a human instead of guessing.
What happens when the AI can't solve it?
It escalates to a real engineer over AR video assist or a remote session, carrying the full case history with it. You never start the conversation over.
Do you need remote access to our systems?
No. For enterprise sites where IT blocks third-party access, we use AR video assist — an engineer sees through your phone camera and guides the fix. Remote control is offered only for residential and SMB where it's appropriate.
What does the assistant refuse to do?
It escalates rather than advises on mains electrical work, life-safety systems, and alarm or security-critical procedures. Those are handled by qualified humans, always.
Are sessions recorded?
Yes — escalation sessions are recorded and transcribed with all-party consent, then resolution-tagged. This is how the assistant keeps getting better at the problems your rooms actually have.
Which systems does it cover?
The corpus spans Dante and AES67 audio networking, PTP clocking, IGMP/multicast, Q-SYS, Crestron, and the switch fabric underneath. Coverage expands as engineers author more.