Remote Support FAQ


How safe & secure is remote support?

All transmissions take place through Industry Standard Security using SSL/128-bit AES encryption protocols. This is the same standard used in Online Banking and Payment transactions.  In simple words, your sessions are extremely safe and secure from any eavesdropping or tampering with the shared data. All information is treated with highest confidentiality.

Does it work behind firewalls, proxy server and NAT routers?

Yes! It works with the security settings through outbound HTTPS/SSL connections. It will not change any security settings of the firewalls, proxies and NAT.Our remote support software will allow you to share your desktop over any kind of internet-/LAN-connection and over almost any firewall.

I have confidential information on my computer – how safe is it?

Our CRB-checked technicians treat your data with the highest confidentiality – you are in full control over the remote session and can interrupt it at ANY time just by closing down the Remote Software window. Please get in touch if you need us to sign a confidentiality agreement before proceeding with any work.

Can all problems be fixed remotely?

Unfortunately not – you will need a working internet connection for the remote support to work and any hardware issues will require a technician call out. However, the remote support can help identify the issue and help save time during the technician’s visit.

Compatibility – will it work with my computer?

The remote support is compatible with PC users (Windows 98, ME, 2000, XP, Vista, Windows 7, Windows 8 and Windows 10)  and you will need a working internet connection (any from 128KB ISDN upwards – although broadband speeds are obviously best). The remote support software is browser independent, so if your browser is playing up, we can still help you. If you are at all unsure about compatibility, please remember that we have a money back guarantee if we are unable to establish a connection.

Why do you not offer flat-rate prices?

We do not offer flat-rate prices because we do not think it is fair that you have to pay a maximum price for a small job that could just take 10 minutes. However, we are more than happy to give you a guaranteed price up front for all your requirements.

Can I terminate the remote session whenever I wish?

Of course. Your customer can terminate the remote session by clicking on ‘stop sharing’ button on the Customer Console, whenever they deem it necessary.


Why do I get a warning about saving the Join.exe file?

Join.exe installs the Customer Console, which is an activeX plug-in. Most popular web browsers prompt such a warning while trying to install activeX plug-ins. However, you don’t need to worry. It’s not a malware or virus and it’s not harmful by any way. It’s installed only for the purpose of enabling the remote support session from the customer’s end.


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Remote Support FAQ


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