Get support
Our support assistant answers right away, any hour. It knows the systems we install and can walk you through the fixes that do not need a visit.
How it works
- Start a chat.The button is on every page, and it answers immediately whatever time it is.
- It asks questions and narrows it down.One question at a time, the way a technician would on the phone. Plenty of problems turn out to be a loose cable, a dirty sensor, or something that just needs restarting in the right order.
- If it needs Brandon, it says so.Anything involving a ladder, a panel, gate safety, or a locked door goes straight to a ticket. It will not have you climbing anything.
- You get a ticket number.Brandon is notified with what is wrong and what you already tried, so he is not starting from scratch.
You are talking to an AI, and here is what that means
Our support assistant is software, not a person. It is genuinely good at the common faults, and it is available at two in the morning when we are not. But it is worth knowing how it works.
- It is an AI, and it will tell you so.Ask it at any point whether it is a person and it will say plainly that it is not.
- You can ask for Brandon at any time.Say so and it stops troubleshooting, takes your details, and passes it to him. You never have to argue your way past it.
- Brandon reads the conversation.When a ticket is opened, he sees everything you typed, so he arrives knowing what has already been ruled out. Conversations are stored for that reason.
- It can be wrong.It only knows the systems we install and the steps we would talk you through. If it says it is not sure, believe it - that is the honest answer, not a failure.
- It cannot quote prices or book a time.Those are Brandon's to give. It will take your details and have him follow up.
Before you start
Two things speed it up a lot: be somewhere you can see the equipment, and know roughly when the problem started and whether anything changed just before, like a storm or a power outage.
What it will never ask you for
It will never ask for a password, a PIN, a card number, or any banking detail. If anything ever asks you for those while claiming to be us, it is not us. Stop, and reach us yourself at contact@byrd-it.com to check.
Something urgent?
If a gate has struck a vehicle or a person, if someone cannot get out of a building, or if a drive is making a clicking noise, say so straight away. Those get flagged urgent and go to Brandon immediately.
If anyone is in danger, call 911 first.
Outside business hours the assistant still helps and still opens tickets, but Brandon will follow up during business hours: Monday to Friday, 8am to 5pm Central.
After-hours support is available on select service plans. Ask us what that would look like for your property.