All too often, as we get busier, a client may call with what could be a relatively simple problem to resolve with a few configuration changes, but we cannot respond immediately due to work pressure.
However, if we were able to log onto the machine and make the changes remotely, the job is done instantly and is more cost effective than sending an engineer out to site.
The procedure involves putting a file onto the computer, which is the invitation button for us to log onto your computer, we have to be notified first that you are going to request a support connection in order to be at the support machine to accept the invitation.
NOTE: We cannot at any time log onto your machine without this express invitation from you!

Further to this, the invitation file is geared to send the invitation to one specific computer in the world, our support machine, once you have clicked the disconnect button, there are no services running and no background programs that can be exploited.

Not all problems can be resolved using remote access, obviously a major requirement is having broadband internet access, but we estimate that 40% of all our callouts could be avoided if we had remote access, a simple phone call and a few questions are normally enough to determine whether remote support is applicable for your current difficulty.

Once we have accepted the invitation, we will take control of your computer from our support desk, you can still see everything that is happening and can break the connection at any time, we can run registry fixes, remove spyware, update drivers, set up mail accounts & many other jobs that would normally require an appointment for an engineer to attend.

Costs are based on an annual subscription to the service and charges per half hour support connection, (Trials showed that less than 10% of support connections took more than 30 minutes).

If you already subscribe to the remote support service and need to replace the connection icon, click here