Remote Support and Remote Control Support

Remote support can be carried out by a simple telephone call. In that case, it just means providing help without being present at the computer that needs attention.

More commonly, the term "remote support" is used to describe the situation in which the person giving support is able to see the client's screen and is able to take control of the mouse and keyboard of the client computer.

David Leonard now offers this form of support. The first time that help is given this way, a small program needs to be installed and run on the client computer. David can talk the client through this simple process in a few minutes. Thereafter, control is maintained by David using software over the internet via a secure connection.

Applicability:

Remote support may prove very effective for issues that are clearly defined and relatively simple. In these cases support can be offerred quickly and cost-effectively (since there is no minimum charge for an onsite visit).

Remote support is not possible in cases where there is no broadband internet connection.

Remote support may not be possible for complicated troubleshooting situations - especially if peripherals such as printers, cd/dvd writers, routers are part of the problem.

Charges:

David charges £1 per minute for remote support (apart from exceptional circumstances agreed beforehand).

Charging starts at an agreed point when the remote support session is started and ends at an agreed point after the remote support session is ended. The total charge is then calculated, agreed and invoiced.

There is a minimum charge of £5 for a remote support session.

Remote support is only available to clients when at least one previous site visit has taken place.