Support

Remote Support

We won’t telephone you to initiate a remote session unless pre-arranged.

If you are unsure of the identity of the caller, do not authorize any remote connections to your device(s).

Charges

Our remote sessions are charged at £66 per Session. The first 30 minutes are included, then charged at £1.00 per minute thereafter. Payments can be made via Card, invoiced if you are an account customer.

What is remote support?

Remote support allows our support team to connect to your device over the internet. By providing remote support we can observe, understand and crucially solve any software issues without needing to dispatch an engineer or have your device in our workshop.

Privacy

We operate with customer privacy as a core principal of our business. All session codes are one-time use, once the session is completed the only way to re-connect to your device is by you entering another code.

We will be able to see the contents of your screen once the session has started, make sure any sensitive files are not open before you start a session.

You will be able to observe the actions of the support member, your mouse and keyboard inputs will override theirs and you are able to stop the session at any time.

For more information, see our privacy policy.

Who are ISL?

ISL Online is the service we use to provide remote support.

Their service allows us to work on Windows, Mac, Linux, Android, iOS and Windows Phone.

ISL is a secure and versatile service that lets us help clients every day.