faq
How can you repair computers remotely, or over the internet in a safe and secure way?
We use a technology that enables us to securely remotely control your computer, using an encrypted connection, which means that traffic going across the internet between your computer and the engineer’s is completely protected (256k SSL VPN). This secure remote connection is setup by you simply going to a page on our website, clicking to download a small plug-in, which then allows us to remote control your computer or network…..click here to see how remote support works in detail
Why don’t you simply come to where the computer is, instead of connecting across the internet?
We are able to provide almost exactly the same levels of service using cutting edge technology, than we can provide on a site visit, for less cost and less use of resources harmful to the environment. We believe this is of benefit to everyone, we hope you do to.
What does remote control of my computer actually mean ?
It means that our engineer can control the mouse and the keyboard of your computer and perform the repair as if she was actually sitting next to you. .
What if I don’t like what the engineer is doing on my computer?
You can end the connection at any time by simply pressing F11 on your keyboard.
What if the repair takes a long time?……Do I have to pay again?
No, even if we have to work on your computer for an extended period, you only pay once.
I’m not sure about this……how do I know what the engineer is actually doing on my computer?
You are able to see every mouse click and every operation carried out by the engineer on your screen, this means that you can see exactly what is being done, as well as be able to talk to your engineer over the telephone, instant message ( within the remote session itself) or by Skype if you prefer. Our system is configured so that you are in control of the repair at all times, and can end a remote control session by simply pressing F11 on your keyboard. If at anytime you would like the engineer to explain what she is doing and why…….you simply type your question into the instant message dialogue and if you don’t get the reply you are looking for or are unhappy for any reason you can simply end the session…..click here to see how remote support works in detail
What if you have to reboot my computer, do I have to sit and watch, so that I am on hand to log you back in?
No, we can remotely reboot your computer and automatically reconnect after the reboot, although you will need to be on hand to supply the username and password in a dialogue box that the engineer never sees, so that your machine is completely protected from the engineer as well.
How can you auto reconnect if you don’t have the username and password of my machine?
When we have to reboot, you are presented with a "username" and "password" box which the engineer cannot see, but allows us to log back into the machine after a reboot..
I have a firewall and other security measures, do you expect me to turn it off to use your service?
No, we use a secure technology that in almost all cases allows us to setup a dynamic secure link between your computer and the engineer’s, even when a firewall is in the way. Because we use an SSL VPN, on a port that firewalls usually allow, the traffic is normally seen as safe traffic by your firewall.
How can you perform a remote network repair on a router, switch or firewall, especially when have security in place?
If we can create a remote connection through to a computer which has the ability to then be able to connect back to the router, switch or firewall……… we are able to work on the device in question as if we we were on site. Of course we would need you to enter relevant passwords or setup a temporary account for us to use, on sonmething like TACACS (if you use it), so an audit of the session would then be saved to your systems. Although we also have a secure audit of all the communications that go between our live support personnel and you the customer.
How do I know that your engineer can’t get back into my computer later?
The system is setup so that when the engineer closes the remote control session to your PC, the "plug in" is deleted from your machine. This means that for an engineer to get back to your machine, you will need to give authorisation for the " plug in" to be re-installed. This ensures that you are in control of your computer at all times.
Do I need to be logged in with Administrator privileges for your service to work?
No, but we are only able to perform repairs to the level of the privileges of the logged in user that is being remotely controlled. Administrator privileges are necessary for effective configuration and testing.
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