BBIC, Innovation Way

Barnsley

S75 1JL

Tel: 01226 285600

Remote Support

By utilising a range of remote access technologies, our remote support services take telephone and online support to a whole new level that very closely challenges onsite support.

Customers of our PLEXUS service and expect the full capabilities of our Remote Support services to be available to them. Other customers may get varying levels of 'Remote Support' based on the extent of remote access that we have to your systems.

Remote Support is used in a number of ways. One basic function allows us to remotely control your server. Over your internet connection, commands from our keyboard and mouse are sent to your server - at the same time the picture that would normally be sent to your servers screen is sent back to us and is displayed on our screen. With this technology we can work on your server as though we were sat infront of it - but without ever leaving our offices.

With slightly more access to your network, we can extend this technology to allow us to do some work on your workstations - with some limitations.

With the degree of flexibility that comes with our PLEXUS service, it is possible for our technicians to request access to be able to view the users screen, so that we can see what is being discussed. The user gets an on-screen request that they must accept before our technicians can see your screen. As you can probably imagine, this can save a great deal of time since it dramatically reduces the amount of work you need to do for our technician to understand what is wrong.

To take this 'Remote Assistance' to another level, it is also possible for our technician to request a further level of access that allows him or her to take joint control of the keyboard and mouse, as well as viewing the screen. Again, this is subject to your agreement by acceptance of the request on your screen.

With this full shared control of the workstation and our technician on the phone, its just as though our technician is sat next to you. You can explain your problem and we can see what is happening - at the same time we can literally show you the solution, while explaining what we are doing over the telephone call.

If you can suggest a more efficient remote/telephone support solution then we would be very impressed.