Introduction to remote computer support
Remote computer support can be just a simple telephone call – providing help without being present at the computer that needs attention. It can also mean “remote control support” – temporarily “connecting” the computers. The person giving support can then see the client’s screen via his/her own computer and can control the mouse and keyboard of the client’s computer.
This makes it much easier and quicker to provide remote technical support.
You need to have a working broadband connection for remote control support to work. If your broadband is provided by TalkTalk then you need to contact them first to instruct them to unblock Teamviewer.
TeamViewer
We achieve remote control support by installing software at your end that “talks” to my computer via the internet. For several years I have been using TeamViewer to achieve this. It is fast, straightforward, and reliable.
I pay Teamviewer for a licence to use the software in my line of work. Teamviewer is free for you to use.
Ongoing remote computer support – Whenever Needed
At the end of the first session, we can install an icon onto your desktop that will provide an almost instant connection at any time in the future. After that, there will be no need to download the software again before another connection can be made.
The password changes for every session, so neither I nor anyone else can use Teamviewer to access your computer without you providing the new password.
Scheduling support calls
If possible, I will be happy to offer remote support on the spot when you first call. However, it is often more convenient for both of us if we agree a time within the next day or two. Scheduled calls can take place Monday – Friday, beginning at any time from about 9am to 5pm. I am happy to call you at the agreed time on any UK landline, mobile phone, or via Whatsapp.
Security
After the initial session, neither I nor anyone else can access your computer via Teamviewer without your permission as you have to start the software at your end and you have to provide the new password.
TeamViewer automatically generates the password. It expires at the end of every session. Click here for further information on TeamViewer’s security.
Connecting the first time
We will already be speaking on the phone by the time you are ready to make the initial connection, so I can talk you through it. If you initiated the phone call I will be happy to call you back on any UK landline, mobile phone, or via Whatsapp.
I will either email you a link to click on to establish the connection or ask you to click on the blue button below that appears on the lefthand side of all my web pages and that looks like this:
We will then be connected within seconds. The support can now take place. We could be trouble-shooting, training, installing and updating software, or a mixture of any of these. When the remote control session finishes, we simply close the software at your end and mine. I can not then access your computer again without you re-starting Teamviewer and providing me with the new password.
Charges
I charge £1 per minute for remote support. I do not charge a premium for using TeamViewer, even though it significantly improves the productivity of support calls and is commercial software for which I pay an annual licence fee. You do not pay for using TeamViewer at your end. See my Fees page for more information on my charges.
No charging takes place until and unless you agree that the support is chargeable.
I am happy to offer remote support to new clients that I have not met, upon payment of a minimum deposit of £10 paid via my website. You can pay from a PayPal account or major credit or debit card.
There is a minimum charge of £10 for all chargeable remote support sessions, but no call is chargeable until and unless we agree that this is a chargeable support call. The £10 minimum charge includes the first ten minutes of support.
I am happy to offer a “payment against invoice” facility to all existing clients (providing that there are no invoices outstanding for more than 30 days).
If you have any questions – about remote support or your own computer issues – then please do get in touch now. I will never charge you without your explicit agreement.
Mobile: 07961 387564 (normal voice call or via Whatsapp)
Tel: 020 7627 8620 (landline)
web@davidleonard.london
Customer support icons created by Abdul-Aziz – Flaticon