Remote Assistance
We can provide remote assistance to help you solve a host of problems; this option can make it more convenient for you so there is no need to drop off the computer to us or stay at home waiting for a courier to pick up the computer from you.
Of course, we’re unable to resolve all problems via Remote Assistance; therefore some issues will need to either be resolved at your or our premises. If you choose a home visit, it will be subject to the area you live and the resources we have available.
If you would like to order this service, please contact us first so we can talk through your issues or help needed.
Once an agreement (verbal or otherwise) is made by you and Chaplin’s IT Services we will use specialised software to connect to your computer and diagnose the problems you may be facing.
Remote assistance allows us to control a customer’s desktop computer or laptop and use it as if we were sitting directly in front of it while you can see what we are doing. This includes but not limited to: Installing printers, software, software removal, routine maintenance and more.
Please Note: To be able to make use of the Remote Assistance facility it is necessary for you to have a fully functioning broadband connection.
How Do I Get Remote Assistance?
Contact our customer support team and we can discuss your requirements and then arrange a convenient time for us to connect to your PC or laptop.
We will then ask you to download and run a small file and provide us with Your ID and Password, (see below). We will then take control of your PC or laptop and resolve any issues.
Remote Assistance FAQ
Is it safe? Yes, is a highly secure remote maintenance solution. Your connections are established via fully encrypted data channels using 2048-bit RSA key exchange and 256-bit AES session encoding. The software that we use is a highly secure remote assistance solution. Your connections are established via a fully encrypted data channels using 2048-bit RSA key exchange and 256-bit AES session encoding a highly secure remote maintenance solution. Your connections are established via fully encrypted data channels using 2048-bit RSA key exchange and 256-bit AES session encoding. A highly secure remote maintenance solution. Your connections are established via fully encrypted data channels using 2048-bit RSA key exchange and 256-bit AES session encoding. All data is deleted from memory once the Remote Assistance session is complete.
Will you always be able to access my PC once I have run the software?
No. Once the remote assistance session has ended, Chaplin’s IT Services will no longer be able to access your computer and a new support session must be started if required.
I live outside of the UK can you help?
Unfortunately, this is not possible. We will only offer Remote Assistance to our UK customers.
I can’t get on the internet, can you still help?
Unfortunately, a working broadband connection is a mandatory requirement for this service.
Can Remote Assistance be used for laptops as well as PCs?
Yes, laptops can also be controlled by remote control but please ensure they are plugged into the mains.
