Tech Support Superfecta: OneVision adds SnapAV OvrC to Remote Managed Services

OneVision Resources just hit the superfecta in the home-technology channel, providing remote tech support for end users tied to any of four key managed services platforms.

The high-touch third-party service provider already supported popular network-monitoring systems from Domotz, Ihiji and Control4’s Pakedge. Now OneVision supports SnapAV’s OvrC platform.

The milestone is an important one for OneVision, as SnapAV serves a significant chunk of the custom-installation channel. A good number of SnapAV dealers do not use any of the other platforms initially supported by OneVision.

OneVision works directly with home-technology integrators, serving their smart-home clients remotely with 24/7 tech support. Via these four platforms, OneVision can peer into the end user's network and troubleshoot issues ranging from poor network performance to ZigBee product failures.

Some dealers use the service as a profit center, generating much-needed recurring monthly revenue. Others use it as a necessity to service customers when they don’t have the bandwidth (or expertise) to do so themselves.

Compared to the other players, SnapAV was late to the managed-services party. In just a couple of short years, however, OvrC has eclipsed the others — not surprisingly given SnapAV’s huge mindshare in the integration community. In addition to OvrC, SnapAV sells a wide range of products in categories such as home theater, networking, power-management, audio, video, surveillance and (very recently) lighting controls.

The company built “sophisticated troubleshooting and diagnostic tools” into OvrC, as OneVision CEO Joey Kolchinsky puts it, enabling the service provider to hook into rich data about the network and the smart things connected to it.

SnapAV created an easy on-ramp for OneVision and other third-party service provider through OvrC’s “groups and permissions” feature. The installing dealer simply grants access to OneVision to open a direct line between the end user and service provider.

Kenny Kim, SnapAV’s VP of Connected Products, says, “Pairing our leading support platform with OneVision’s proven service and RMR strategies is a winning recipe for integrators looking to implement a profitable and sustainable managed services model.”