Existing Clients
Service & Support
If a system we designed and installed has stopped behaving as it should, this is the right place. Tell us what is happening and we will reply within one business day, by your preferred method, with the likely cause and the next step.
Support hours are Monday to Friday, 8:00 AM to 5:00 PM Eastern. Urgent during business hours? Call 980-391-4956. Planning something new instead? Discuss your project.
What we support
Environments we designed and commissioned
- Audio, video and control systems that Peters Audio Video designed and installed
- Savant programming — keypads, scenes, touch panels and remote access
- Motorized shades, drapery and architectural lighting control
- Private theater, media room and whole-home audio performance
- Network, Wi-Fi, switching and rack equipment we specified
- Security cameras, intercoms and access control we installed
Outside our scope
Work we will not take over
- Systems installed or programmed by another company
- Equipment we did not specify, supply or commission
- Electrical, structural or drywall work outside our documented scope
- Diagnostics on environments we hold no design records for
We support what we designed, documented and commissioned — nothing else. That is a deliberate limit, and it is the same discipline that makes the work reliable in the first place.
How a request runs
From symptom to signed-off again
Tell us what changed
Describe the symptom, the room or zone affected, and when it started. A short note about what was working before is usually enough to narrow the cause.
We review the design records
Every environment we build is documented — infrastructure plans, schematics, rack elevations and control programming. Those drawings are what let us diagnose a system months or years after handover.
Remote session or a visit
Most control, network and programming issues are resolved remotely in a single session. Where hardware, alignment or acoustics are involved, we schedule a visit and confirm beforehand whether it is covered.
Commissioned again, not just fixed
After a repair we re-test the affected scenes, calibrate what was disturbed and update the project documentation so the record stays accurate for the next person who touches the system.
Before you send
Four details that speed things up
- 01The street address or project reference used when the system was designed
- 02Which room, zone or keypad is affected, and what it does instead of what it should do
- 03Whether anything changed recently — a router replacement, a firmware update, a power outage or new equipment
- 04Your preferred contact method and the window that works for a remote session or a visit
Never include passwords, Wi-Fi keys, alarm codes or gate codes in the form. If a remote session needs access, we arrange it directly with you at the time.
Beyond repairs
Should this be a plan, not a request?
A support request fixes something that broke. Concierge is the opposite posture: scheduled preventative maintenance, remote monitoring, seasonal tuning and priority response, so an estate never reaches the point of something failing. If your home depends on integrated systems, the plan is the cheaper position to be in.
Support questions
Which systems do you support?
Systems that Peters Audio Video designed and installed. We do not take over or service another company's installation, because we cannot verify or vouch for work we did not design, document or commission.
When are you available?
Monday through Friday, 8:00 AM to 5:00 PM Eastern. Requests sent outside those hours are reviewed the next business day.
How quickly will someone respond?
Requests received during business hours are acknowledged the same day, and we reply within one business day with the likely cause and the next step. Urgent issues during business hours are best handled by phone.
Is support free?
Support terms depend on your project agreement and any support plan you hold. We confirm whether a remote session or a visit is covered before any work begins, so nothing is billed or scheduled by surprise.
Can you fix a system another integrator installed?
No. We design, install and support our own environments only. Taking over undocumented work means inheriting risk we cannot stand behind — and it usually costs the homeowner more than rebuilding the affected section properly.
Should I send passwords or access codes?
No. Never send passwords, Wi-Fi keys, alarm codes or gate codes through this form. If secure access is needed, we arrange it directly with you at the time of the session.
What is the difference between this page and Concierge?
This page is for something that has stopped working — a reactive request. Concierge is the proactive programme: scheduled preventative maintenance, remote monitoring, seasonal tuning and priority response for estates that should never drift.