Remote Support

Remote Connection

Both Broadband speeds and remote control software have developed massively over recent years making on-demand remote support possible for a variety of computer related tasks:

• Problems can be investigated and usually fixed remotely
• Computer health checks can be performed
• Security patches, bug fixes and service packs can be applied
• New software installations can be performed
• Software configuration

We would do this using remote desktop control software to take control of your computer and investigate while you watch and learn. Our remote control software uses 256 bit encryption and so your security is not compromised. No need to wait for an engineer to arrive on-site. In most cases problems can be fixed and therefore avoiding the wait for an on-site engineer to visit and the additional cost that comes with that..

Telephone Support

If your have computer start-up problems, remote support is not possible. We would usually ask you to call so we can receive a description of the problem and possibly fix it over the telephone, otherwise an on-site engineer would be required.

We can provide our customers with Telephone Support when necessary. Telephone support can be requested in two ways:

1. As a pre-paid service where blocks of time are purchased in advance. You may purchase 3 or 5 hour blocks. We would log the call time and send you a reminder to top-up when your time credit falls below 1 hour. This is aimed at customers who feel comfortable maintaining their own computer environment, however they may require advice, technical reassurance and guidance over the telephone. This service is suitable for customers who have a regular support requirement and want a more cost effective rate solution than using the hour rate option

2. Telephone Support can be included in a tailored small business support contract.

Email Support

Email Support is aimed at customers who feel comfortable maintaining their own computer environment, however they may require advice, technical reassurance and guidance from time to time.

We can provide our customers with Email Support when necessary. Email support can be requested in two ways:

1. As a monthly pre-paid service. This service is suitable for customers who have a regular support requirement and want a more cost effective rate solution than using the hour rate option.

2. As part of a tailored small business support contract.