Over years of supporting customers with service calls, we've discovered that 90-95% of all on-site service calls can be solved if the technician can see the screen that the user is viewing. Remote desktop assistance solves that problem! Now, instead of waiting for a technician to show up and recreating the problem (and the problem never seems to repeat when the technician is standing right there watching), a remote connection to the users' pc can be created. This has been an incredibly effective, timely, and cost effective form of supporting many customers. [Of course, if you prefer or need on-site service, that can be provided. Hardware issues (broken computers, systems that won't boot, upgrades, for example) are typically solved with an on-site service call. ]
An active Internet connection (remote assistance doesn't work without Internet)
Web browser (Internet Explorer or Mozilla Firefox)
Network connection from the PC to the Internet is working
Keyboard and mouse working on the problem computer (if one or the other doesn't work, the pc may need to be rebooted, or a spare keyboard or mouse may be required to be connected)*
Working monitor*
We are currently using GoToAssist Express in its beta program. If you would like a demonstration, please make an inquiry and we will arrange a short remote desktop session with you. (We have used the Zolved website to provide remote technical support in the past, with mixed success. (It doesn't work well with Windows Vista connections)
Our typical ability to respond to remote desktop requests
- same day if it is an urgent problem (a showstopper with no workaround)
- next day or same day if time permits in our schedule.
* If there is a Small Business Server 2003 or 2008 then the keyboard/mouse/monitor working can be worked around.