Remote Support

At DigiBandit IT Services, we ensure your IT systems run smoothly with secure, efficient remote support. Our expert technicians use advanced tools to provide quick resolutions while safeguarding your privacy. This guide explains how our process works and how you can prepare for a seamless experience.

How Our Remote Support Works

We utilize Splashtop RMM for Business, an enterprise-grade remote management tool, to connect directly to your device for troubleshooting and maintenance.

Session Process:

1. Verification:
   When we contact you to start a session, always confirm the technician’s identity through our official support line or other secure methods.
2. Direct Connection:
   With your consent, our technician will establish a secure connection using Splashtop RMM. No additional setup or software installation is required on your part.
3. Real-Time Troubleshooting:
   Our technician will address your issues while maintaining full transparency throughout the process.

Before the Session: How to Prepare

1. Save Your Work:
   To avoid data loss, save and close any active files or projects.
2. Ensure Connectivity:
   Verify your device is powered on and has a stable internet connection.
3. Minimize Interruptions:
   During the session, avoid using your device unless instructed by the technician.
4. Gather Details:
   Prepare any relevant information about the issue, such as error messages or prior troubleshooting attempts.

During the Session

• Privacy First: Our technicians will only access areas necessary to resolve your issue, following strict confidentiality protocols.
• Stay Nearby: You may need to provide input, such as entering passwords or confirming actions.
• Open Communication: Feel free to ask questions or provide feedback through the chat feature or directly with the technician.

FAQ: Remote Support

Security and Privacy

Q: How do I know the session is secure?
A: Splashtop RMM uses industry-standard encryption to ensure secure connections. Additionally, all sessions are logged for accountability, and our technicians are bound by confidentiality agreements​.

Q: Will the technician access personal files?
A: Only files necessary for troubleshooting will be accessed. Your privacy is always our priority​.

Technical Assistance

Q: What happens if I lose connection?
A: Our tool automatically attempts to reconnect. If the issue persists, contact our support team to resume the session.

Q: Can multiple devices be supported in one session?
A: Yes, Splashtop RMM allows efficient switching between devices. Let us know in advance to streamline the process​.

Software and Setup

Q: Do I need to install anything?
A: No. Our RMM tool enables us to connect directly to your device without requiring any action on your part​. So long as you have our software.

Q: How do I end the session?
A: Once the issue is resolved, the technician will disconnect securely. If you wish to end the session earlier, simply notify the technician.

Post-Support

Q: What if my issue persists after the session?
A: Contact us immediately, and we will schedule a follow-up to resolve the issue​.

Post-Session Follow-Up

1. Completion Confirmation: Our technician will notify you once the session is complete.
2. Next Steps: If further action is needed, you’ll receive a detailed plan via email or through our ticketing system.
3. Feedback Opportunities: Your feedback helps us improve. Share your experience through our post-session survey or directly with our team​​.

Contact DigiBandit IT Services

For Immediate Assistance or Follow-Up

• Customer Portal: Access tickets, invoices, and more at dbits.ca/service-account/.
• Email Support: Email us at [email protected] or [email protected] with detailed descriptions of your issue​.
• Phone Support: Call us at 1-506-988-9243 (Option 5 for general support, Option 8 for emergencies)​.
• Live Chat: Available through our website or system tray icon on managed devices​​.

Why Choose DigiBandit?

• Proactive Monitoring: We catch issues before they become problems through our comprehensive management tools.
• Experienced Team: Our technicians are trained to handle a wide range of IT challenges while maintaining professionalism and discretion.
• Comprehensive Knowledge Base: Access self-help guides, FAQs, and more through our digiDocs platform at dbits.ca

Thank you for trusting DigiBandit IT Services. We’re here to keep your IT running smoothly!