Remote support built around permission and transparency
Remote access begins only after the business requirement, service scope, pricing and authorised representative have been confirmed. The customer remains informed throughout the support process.
The remote support process
Submit an enquiry
The client submits an enquiry or accepts a written service proposal.
Confirm the business and representative
The client business and authorised representative are recorded.
Confirm scope and price
The support scope, service boundary, estimated timeline and price are confirmed.
Accept the consent agreement
The authorised representative accepts the Remote Access Consent Agreement.
Obtain the approved tool
The client obtains the approved remote-support application from its official source.
Initiate the session
The client initiates or authorises the session.
Scoped access only
The technician accesses only the systems necessary for the agreed work.
Observe and terminate at will
The client may observe and terminate an attended session at any time.
Close access
Access is closed when the agreed work is complete.
Documentation and invoicing
A support summary, recommendations and invoice are issued as applicable.