top of page
branchconnect-horizontal-clr 1.jpg

Branch Connect – Frequently Asked Questions

1. What is Branch Connect?

Branch Connect is Branch AV’s remote monitoring and management platform for audiovisual systems. Powered by Utelogy, it offers real-time insights, device status reporting, and system analytics to ensure your AV environments perform at peak reliability.

2. What are the key benefits of Branch Connect?

  • Proactive Issue Detection: Identify problems before users are affected

  • Live System Monitoring: Real-time visibility into system health and uptime

  • Remote Support & Troubleshooting: Faster resolutions without onsite delays

  • Usage Analytics: Understand how rooms and equipment are being used

  • SLA Reporting: Clear documentation of service uptime and support metrics

  • Multi-Vendor Support: Works with most major AV brands and platforms

3. How does Branch Connect work?

Branch Connect is Branch AV’s remote monitoring and management platform for audiovisual systems. Powered by Utelogy, it offers real-time insights, device status reporting, and system analytics to ensure your AV environments perform at peak reliability.

4. What devices or systems can Branch Connect monitor?

Branch Connect supports a wide range of AV technologies, including:

  • DSPs (Q-SYS, Biamp, BSS, etc.)

  • Control systems (Crestron, Extron, AMX)

  • All major brands of displays, projectors, and video walls

  • Conferencing codec (Cisco, Zoom Rooms, Microsoft Teams)

  • Scheduling panels

  • Network switches and power distribution units (PDUs)

  • If it has a control API, we can talk to it

5. Is Branch Connect secure?

Yes. All data is encrypted in transit and at rest. Branch AV follows strict network and cybersecurity protocols, and access is role-based with multi-factor authentication for administrators.

6. What support tiers are available?

Branch Connect is offered in three support tiers:

  • Standard – Monitoring & alerting with quarterly health reports

  • Enhanced – Standard + remote troubleshooting and prioritized support

  • Premium – Enhanced + monthly performance reviews and custom automation scripting

7. Can Branch Connect integrate with existing AV systems?

Yes. Branch Connect is vendor-agnostic and can often be deployed over existing AV infrastructure with minimal disruption. Our team will assess compatibility and provide a tailored deployment plan.

8. What happens when an issue is detected?

Depending on your support level, Branch AV may:

  • Send automated alerts to your IT/Facilities team

  • Remotely diagnose the issue and resolve it

  • Dispatch a technician if an onsite visit is required

All events are logged and included in your performance reporting.

9. Can I see reports and analytics?

Yes. You will receive reports based on your tier, with data on room utilization, equipment health, downtime, ticket response times, and more. Custom dashboards are also available upon request.

10. What is required to get started with Branch Connect?

Getting started involves:

  • A discovery call to assess your system

  • Deployment of the software agents

  • Network configuration and user access setup

  • Ongoing support and monitoring based on your chosen tier

11. Who do I contact for support?

Clients using Branch Connect should reach out to their dedicated support contact. For general service inquiries, please visit the Support Request Page.

bottom of page