REMOTE SUPPORT & RESCUE

for those "need Dog NOW!" moments

getting remote supportGet remote support

Our remote support services, powered by Remote Utilities LLC, provide a one-off secure remote connection session. All data between your device and our systems is encrypted using secure encryption algorithms (a 2048-bit public key and AES with a 256-bit session key).
 
Once completed, you may delete the agent app, and we will be unable to access your device again unless you create a new support session by downloading and running the Agent app again, providing the new connection details as required. We usually use this for setting up domain email accounts on our clients' machines, though it does provide us a remote support option too.
 
Please note we no longer use Avira Answers as a remote support tool since they dropped LogMeIn Rescue and moved to a Teamviewer model.
 
Only download the support agent if 1) we have arranged a remote support session, 2) you agree to our terms and conditions.
 

remote support - things we doThings we don't do with remote support

Need Dog NOW? DigitalBulldog offers remote support for some of our services including malware removal, software installations and file recovery. Starting at just £35 per hour (terms and conditions apply, minimum  1 hour, £45 per hour evenings after 7pm and weekends). In most cases we cap our remote support charges at 5 hours, even if we're involved longer. Terms and conditions apply - see Remote Support Terms  and Conditions.

Examples of when our remote support can help:

  • Windows Desktop and Laptop remote support — We are able to provide remote support to Windows versions from XP through to 10 and server versions from 2003 onwards. Sorry we can't remotely support MacOS at this time.
  • Time-critical support — When there's a looming deadline and you can't wait for a site visit, we may be able to offer remote support to provide a rapid response to your troubles.
  • Security & protection — Opened an email attachment you wish you hadn't? Been hit by a rogue website's driveby infection? Browser corrupted by a dodgy toolbar? DigitalBulldog has over 10 years' experience in the safe removal of infections and data protection.
  • Installations, repairs and upgrades — We can't install hardware remotely, not until Star Trek-style transporters are invented. We can however install and upgrade your software, and fix many software-related problems, via a secure remote connection.

remote support - things we don't doThings we don't do with remote support

While we can do a lot with a remote support session, sometimes it's impossible without breaking the space-time continuum so we recommend a site visit during office hours instead for those tricky unremoteable incidents. Terms and conditions apply - see Remote Support Terms  and Conditions.

  • Hardware installation — Until Star Trek style transporter technology becomes available, we're unable to beam new hardware into your device. We can always arrange a site visit to do this, contact us for details.
  • Mac support — Our remote support software currently only supports Windows devices.
  • Licensed software — While we're happy to help you with a software installation via our remote support service, please note you must have the requisite permissions/licenses to do so. We may ask for proof of possession of a license in the case of Microsoft products such as Office and Windows, and Adobe products such as Photoshop.
  • Software fixes, patches and upgrades — We can install and upgrade software, and fix many software-related problems, via our secure remote support connections.

remote support terms and condtionsRemote IT support Terms & Conditions

We use two remote support services, powered by Remote Utilities and powered by Avira, both of which provide a one-off secure remote connection session. All remote support sessions through either service are encrypted using secure encryption algorithms (a 2048-bit public key and AES with a 256-bit session key). We will never ask you for any details other than connection details where relevant, and which the support agent app provides in order to actuate the remote support session. Once completed, you may delete the agent app, and we will be unable to access your device again unless you create a new support session by downloading and running the agent app again, providing the new connection details as required.
 
  • Remote support sessions are billed at £35GBP per hour Monday to Friday, £45 per hour weekdays after 7pm and all day Saturday & Sunday.
  • If you are a regular client, we only require that you digitally sign (by return email) authorisation and acceptance, and we will invoice you following completion of your remote support session.
  • For new clients, we will require a minimum £35 (£45 after 7pm/weekends) payment prior to commencement of the remote support session, and that you digitally sign (by return email) authorisation and acceptance of our fees and agreement to pay the outstanding balance upon receipt of invoice.
  • By instigating a remote session, you accept that we reserve the right to digitally record the remote screen session for:
    • Staff training purposes — no identifying information will be stored.
    • Evidence of the session in the event of payment dispute
    • Circumstances as may be required by security and enforcement agencies.

THEY SAID WHAT?

What our clients say about us...

Our new website looks great and very user friendly. DigitalBulldog worked with us every step of the way to create our brand and online identity. It looks amazing, we’re very pleased!


- Dr C.G. Barratt, Farleigh Dental

Farleigh Dental

So, there I was, with a couple of books published, but at a complete loss as to how to proceed with the whole ‘I need an official website, now’ thing. DigitalBulldog was perfect, managing the domain and hosting solution, working with me to design my official site from the ground up.

- Mark W. Bonnett, somewhere in the Cynos Union.

Mark W. Bonnett

Science ficton author

Our office computer got infected with ransomware, demanding that we pay hundreds of pounds to have our data “unlocked”. DigitalBulldog not only removed the malware but installed and taught us how to use a backup system computer to protect our documents, and advised how to avoid getting reinfected. First class service!

- Mike Jessop, Jessop Landscaping.

Mike Jessop

Small business owner

When my laptop wouldn’t start up, it could have cost me a contract with a new client! I needed it to run a Powerpoint presentation for a potential client and had no backups (silly me!). DigitalBulldog installed a new hard drive and were able to recover all my documents. Got the client too! So grateful!

- Thalia Jones

Thalia Jones

Marketing consultant

Facebook Posts from DigitalBulldog

1 month ago

DigitalBulldog Web Solutions

Scam email of the week!

An email arrived in the spam folder claiming to be from Facebook, claiming that there was a sign-in from a new device. Ohreally? On investigation, it's designed to catch out the unwary and those who go "ohmygod! click click!" at first sight, so in our attached screenshot we've added notes and dissected it to see what's actually there.

For information on how to find out if Facebook have sent you a legitimate email - and a list of legitimate ones - go here: www.facebook.com/notes/facebook-security/new-security-feature-reveals-if-facebook-mails-are-legit.... You can also report suspected phishing and scam emails to Facebook at phish@facebook.com.

Don't get done, folks. Be wise to these crooks. Use a different password for your Facebook to what you use elsewhere, never use the same pass as you use for the email account you sign in with. Even consider using a separate email address for your Facebook account.
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It's time for... SCAM EMAIL OF THE WEEK!

This lil doozy arrived in our spam folder last week (which is absolutely the right place for it). Not everyone will be lucky enough to have a well-trained spam filter though, so we're here to help you spot the scam.

Trying to pretend it's a legit email from GMail, about us supposedly requesting termination of our account, it wants us to reply which will almost certainly then ask for username, password and more. Yeh sure... We'll just go right ahead and give you access to our emails and bank account details. GTF. 😂

Like a legitimate email from your bank, Google will never ask you for your password other than in their normal sign in screens, etc. If you get an email asking for your password, you can be guaranteed that it isn't from Google/Gmail.

Now, in the screenshot of the offending email, it's a bit messed up due to pitifully-bad formatting of the email itself, but you can see the email address it came from is clearly nothing to do with either GMail or Google. The email addresses these claim to be from will vary.

Stuff like this usually happens because your email address, no matter how carefully you protect it yourself, ends up on some scammer's list. More often than not, it's because someone you sent an email to wasn't as careful as you, and something hoovered up their address book or compromised their account.

Always sign in to your Google Account securely by entering the address into your browser’s address bar or via a trusted app.

You can report a suspected scam/phishing email directly from your GMail account. Sign in through the proper GMail/Google page, open the suspect email, and NEXT to reply click on the 3 vertical dots ⋮ (might be labelled "more"), and in the list you should see "Report phishing". Do it, report it and get these foul phishy scammers dealt with.

Don't get scammed, and stay safe out there.
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"We are no longer the Knights Who Say Ni!", as Monty Python famously said. We're also not after a shrubbery, nor do we want anyone to "cut down the mightiest tree in the forest... with a herring!". We are changing our name, however, like the Knights.

As time has passed we've found less requirement for our IT support services, and more for our website-related services. We'll still provide IT support to existing clients, but our core focus is now on providing website and graphics solutions. To that end, we're no longer "DigitalBulldog IT & Web Services", we're DigitalBulldog Web Solutions. Same dog, less trees to bark up.🌲🐕🌳
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7 months ago

DigitalBulldog Web Solutions
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7 months ago

DigitalBulldog Web Solutions
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