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Sometimes tomorrow just isn't fast enough. If you have a technical problem with your computer and you can access the Internet then there is every likelihood that we can connect to your computer without leaving our desks.
We use the latest tools that will enable Scotz.Net staff to access your computer from afar. At all times, access is under your control and you can see everything that we are doing.
And, if you can't get online or we can't connect to your computer then we are very happy to visit your premises. We like to get to know our customers so on-site visits are very welcome. For most of us, we take tea with milk but no sugar. And a choccy biccy will always ensure our very prompt attention :-).
Click on any Tex Spex heading to get more information.
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TEX SPEX
Remote Support
HOW DOES REMOTE SUPPORT WORK?
Essentially, we connect to your computer using the Internet. Once connected, we are able to see your screen as you see it. We can then use our keyboard and mouse to control your computer.
It is quite spooky to watch someone who is not physically beside you working on the computer. The mouse moves, screens change, text is entered, sounds are made as if you were working on the computer but you are not.
IS IT SECURE?
Yes, the system uses a very secure method of connection. The connection is password protected and all traffic is encrypted to prevent "eaves dropping".
Depending on the connection type and the system used we can operate the computer unattended. This is particularly useful if problem resolution is to be performed during the evening.
Our preference is to use the same system for remote support as you would use for remote access working. Once set up, you gain the benefit from being able to access your computer from anywhere in the world and we can provide technival support from afar.
Our preferred method of remote support requires a static IP address (see Remote Access Working). If your broadband provider does not supply this then we would use a different method of connection.
IS IT EXPENSIVE?
Most users will not require any additional equipment as the router would already be in situ. If you have a broadband modem then we may have to replace this.
For our preferred method of connection, you will need the following information:
- IP address of your broadband service,
- IP address of the router,
- IP address of computer(s),
- User name and password for the router.
But don't worry if you don't know these, we will help you find them.
There will be a cost to install the computer program on your computer and then to configure and test it.
Thereafter, the only cost incurred is our labour charge.
WHAT IF WE CAN'T CONNECT TO YOU??
We welcome the opportunity to visit our customers. Some of our customers are still with us from the beginning in 1997.
For non local customers (more than 15 miles away) we will have to cover our travel costs but, other than that, there will only be our standard labour and materials costs.
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