IT Support Frequently Asked Questions

How does the Remote support work?

Easy.  When you call our engineer, they will log on to your computer securely using our Remote Support software.  This allows our engineer to see your screen and take control of the mouse.  They will then use their knowledge and experience to find and fix the problem.  If you want, you can nip off and make a brew, or you can sit and chat to our engineer.  They are a rare breed of engineers, they have personalities!!!

How much support can be done remotely?

About 90% of support issues can be resolved using Remote Support.  If the issue cannot be resolved remotely, for example there is a hardware problem, we will send one of our engineers to resolve it on-site.

How secure is the remote access?

The remote support is provided using a tool that requires the end-user to enter a unique code each time our support representative connects to that machine. Once the support session is finished, the representative cannot reconnect with the user entering a new code, thus ensuring we can only access your system with your approval. Additionally all access to your systems are protected using SSL encryption to ensure no unauthorised individuals are "snooping" on the connection. SSL encryption is the same technology used by banks to secure online banking websites.