Most AV integrators have been asked at some time or the other, whether on-site support or remote support makes more sense. This is a moot point, with there being pros and cons for both on-site and remote support.
While integrators typically ask the end-customer for their preference, most end-customers do not have a clear-cut preference where AV support is concerned. So, there are certain points to keep in mind when deciding between on-site or remote support and this article discusses these points. Here goes…
1) Complexity of the system: If there are several devices being controlled it can sometimes be very difficult to support remotely. The AV system may consist of room combining, controlling a DSP, multiple displays, multiple touch panels, multiple processors and multiple user levels. If the system is this complex, then on-site support is usually the way to go.
2) Skillset of the on-site team: Can the on-site team work efficiently with a remote programmer? Do they have the skills and the vocabulary to load, test and verbalize any issues to the programmer? These questions seem very basic, but having a good understanding of how a control system works is not a skill that all on-site technicians possess. If the on-site technicians do not know how to set up IP IDs, Cresnet IDs, IP tables, or set up the control ports or network ports on the other devices being controlled, then on-site support may be the way to go.
3) Schedule and proximity of the programmer: These factors are more about convenience. If the programmer is close enough to drive to the site, and put in a day’s work, it makes more sense to be on site. Also, the programmer’s schedule needs to be managed. If the programmer goes on site for even a few hours a day, the chances of that programmer working on another project are minimal.
4) Security status of the room: A factor that could require an on-site programmer is the security status of a room. In military installs, some rooms may be classified and so, the programmer will not be allowed remote access from inside the room. These installations will require on-site support every single time.
5) Availability of technology: Technology is a key factor. To support an installation remotely would require some sort of Internet connection. There are many “remote desktop” programs available to choose from, such as GoToMeeting, Team Viewer, and WebEx. These software programs allow a programmer to take access remotely on an on-site laptop and do most of the uploading, firmware upgrades and setup.
These are some important things to factor in when it comes to deciding whether to provide on-site or remote support for AV projects and installations. Keep these in mind as a starting point and you would most probably, not go wrong. Here’s to seamless support!
For more information on AV support for your AV solutions, contact Actis at 022-30808080 or at firstname.lastname@example.org.
(Content courtesy: www.avnetwork.com and images courtesy: www.oblong.com and www.vijugroup.com)