Remote support, by the session or by contract
Help for one problem, or cover for all of them
A remote session fixes the thing in front of you, with nothing to sign. A support contract puts your whole setup in the hands of people who already know it, reachable around the clock.
How to get it
Session or contract
Start with one session, or put your whole setup under a contract. Either way, the first step is a conversation about what you have.
What you get
- One-off remote sessions, no commitment
- Sessions sized to the job, from a password to a server
- Contracts with 24/7 cover
- An after-hours line for contract clients
- Monitoring, patching, and backups checked
- The client portal to open and track tickets
Overview
Not everybody needs a contract, and we do not pretend otherwise. If your printer stopped, a password will not work, or a program refuses to open, a remote session gets a technician onto the machine and fixes it, and that is the end of it. No commitment, and nothing to cancel.
A contract is for when the technology is the business. It brings cover around the clock, a number to call after hours, and a team that has already mapped your network and does not start from zero each time. Updates get applied, backups get checked rather than assumed, and problems that keep coming back get their cause found.
Both run through the same client portal, where you open a ticket, attach a screenshot, say whether you would rather be called or emailed, and follow what happens next.
How it is built
The choices that decide whether you can trust it, in plain words.
Sessions are sized to the job
A remote support session is one thing on one machine. An extended session took real diagnosis or turned out to be several things. A specialist session is servers, the network, a security incident, or data somebody thought was gone.
Home and business, handled as what they are
A home computer and a business server are not the same job, and we do not treat them as one. We ask which you are before anything starts.
No contract needed to start
Book a session, get it fixed, done. A contract is something to grow into, not a condition of being helped.
A contract buys the clock
Round-the-clock cover is what a contract adds. Without one, we work business hours; with one, the after-hours line is yours and somebody picks it up.
Somebody who already knows your setup
Under a contract we map the network, write down what is where, and keep it current, so the next problem is handled by people who do not have to ask where the server is.
Everything through one portal
Open a ticket, attach files, say whether to call or email you, and see every reply in one place. Contract or not, the door is the same.
How it works
Tell us what is wrong
Call, message, or open a ticket in the client portal. Say whether you would rather be called back or emailed.
We connect and fix it
A technician joins your machine remotely, with your approval on screen, and works the problem while you watch.
It stays in your ticket
What was found and what was done live in the client portal, so nobody starts from zero the next time, including you.
Grow into a contract if it makes sense
If you are calling often, or the technology is the business, we put together a contract for your setup and the sessions stop being one at a time.
Frequently asked questions
Do I need a contract to get help?
No. A remote session stands on its own, and you owe nothing afterwards. A contract is for when you want cover around the clock and a team that already knows your setup.
What counts as one session?
One problem, worked until it is fixed. Sessions come in three sizes: one thing on one machine, a job that took real diagnosis or turned out to be several things, and a specialist job such as servers, the network, or a security incident. We tell you which it was.
What does a contract include?
Cover 24/7 with an after-hours line, monitoring, updates and patching, backups that are checked rather than assumed, and a team that has mapped your setup. The exact scope is written into the agreement, and unattended remote access is only ever part of it by your written consent.
Can I start with a session and move to a contract later?
Yes. Start with a session. If you find yourself calling often, we put together a contract for your setup and nothing about how you reach us changes.
What if the problem needs somebody on site?
Then we come. On-site visits cover Greater Los Angeles, and for the businesses we look after we go where their other sites are. See our IT support service for how visits work.
Goes with
Questions about Support Sessions & Contracts?
Ask a real person. We will tell you whether it fits your setup, and what the next step is.