What is “remote support”?
Remote support involves providing assistance to our clients through remote access, which is the ability to access your computer or a network from a remote location. Both you and your consultant will be looking at your computer screen, but on two different computers. Our Online Support Center will allow our technicians, with your permission, to securely access your computer and/or network and remotely diagnose issues right before your eyes.
How long does a remote support session last?
This will depend on the level and complexity of the issue that you are experiencing. Most remote sessions don’t take no longer than one hour, and average remote sessions take about half an hour.
Do I have to be present during a remote support session?
Although remote sessions give you the option to watch your engineer at work and your computer being fixed, you do not have to be present at the same time.
Is remote support secure?
Yes, all remote support sessions with Celera Networks are secure. When you log onto our website, we provide you with a 6-digit pin code so that you can give your engineer access to your computer. This is a one-on-one session that no one else can view or access and you may choose to terminate at any time. Your security and privacy are a top priority at Celera.
What are the advantages to having remote support as opposed to on-site support?
Remote session response times are generally faster than on-site response times. They also allow us to interact directly with your computer so you do not have to assist in diagnosing over the telephone. With this method, our engineers can figure out the issue quickly and get it resolved so that you can focus on your business.
Are there any disadvantages to remote support?
The only disadvantage to Remote Support is that you must have a working Internet connection, which is not always possible. Another instance would be a hardware or software issue that can not be directly diagnosed through Windows; in this case an on-site visit would be necessary. Generally, remote support is easier, quicker and provides the same results.
Can I see how remote support works?
Yes, you can monitor everything that is being done to your computer by our engineers. The engineer cannot do anything to your computer that will not be visible to you on your screen and you must grant access to your computer each time an engineer connects. You can also still maintain control of your mouse and keyboard at all times and end the session any time you like.
Is a dial-up internet connection okay?
We do support users with dial-up connections, though the process may take longer because of the limited bandwidth. In this case, you may consider an on-site visit versus a remote session or an upgrade to broadband Internet service.
What is the response time for remote support?
The response time for remote support should be no longer than 4 hours. With an annual service agreement, the response time is within 1 hour.
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