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. The button below will start the download for the Agent from the Remote Utilities website.
 

Things we do with remote support

DigitalBulldog Web Solutions provides remote support for some of our services including email account setup/software installation and website usage tutorials. Starting at just £35 per hour (terms and conditions apply, minimum  charge 1 hour, £45 per hour evenings after 7pm and weekends). Terms and conditions apply - see Remote Support Terms  and Conditions.

Examples of when our remote support can help:

  • Email software installation and account setup — If you use Windows versions from XP through to 10 and server versions from 2003 onwards, we can arrange a remote support session to configure your email account(s). If necessary we can install the software too. Sorry we can't remotely support MacOS and iOS at this time.
  • Live tutorials — When it's not practical to arrange a site visit, we can arrange a live remote session to show you how to get the best from your new website.
  • Troubleshooting — Sorry, we no longer provide active troubleshooting (malware removal, software upgrades etc) to non-website clients unless by special arrangement.

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 any tricky unremoteable issues. Terms and conditions apply - see Remote Support Terms  and Conditions.

  • Tech support - we no longer provide tech support services unless by special arrangement, and to website clients only. Sorry for any inconvenience.
  • Software support - DigitalBulldog Web Solutions can support only applications and software needed for your email and/or website.
  • Mobile device support - It's unfortunately not possible to remote connect to either an Android or iOS (Apple) device, but we can talk you through setup for email software etc.
  • Mac/Apple computers - Macs and other Apple devices won't run our remote connection software, but we can talk you through setup for email software etc.

remote support terms and condtionsRemote IT support Terms & Conditions

We use a remote support service, powered by Remote Utilities LLC, which provides a one-off secure remote connection session. All remote support sessions through this 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.
  • This service is available to existing clients (or new clients for whom we are in-build) only.
  • We may require that you digitally sign (by return email) an agreement of authorisation to access your device, and we will invoice you following completion of your remote support session.
  • 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 for purposes of law enforcement.

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