Getting Support
How remote support sessions work
Most issues can be fixed remotely. Here is what happens when a XaaS Techs technician connects to your computer, and how we keep it secure.
Self-help article2 min readHelp is one ticket away
What to expect
- A technician contacts you by phone, email or ticket to confirm the issue.
- If needed, you are asked to approve a remote connection, or the technician connects using the management tool already installed on your company device.
- You can watch everything the technician does on your screen.
- When the work is done, the technician disconnects and updates your ticket.
Keeping sessions secure
- Sessions are encrypted and logged
- We only connect for a specific ticket or approved maintenance
- You can ask the technician to stop at any time
- Save your work and close confidential documents before the session starts
Scammers sometimes pretend to be IT support. If someone calls asking to connect to your computer and you did not request help, hang up and call us at (626) 412-8113 to verify.
Still need help?
If these steps did not solve the problem, our team is ready to help.
Related articles