Client Support
We use remote desktop software to remotely connect to your PC to assist with
- Online meetings to review and discuss database requirements
- Troubleshooting any problems you are having with your current database
- Perform installations and upgrades
- Software demonstrations
We use software by Techinline which lets us view your screen or share our screen and where necessary take control of your keyboard and mouse so that we can move around within your database and make changes where needed. At all times you remain in control, can see what is going on and can terminate the session at any time. For information on the security of this solution please see here. We also work with other remote desktop software where this is required and are also happy to work with your IT teams where appropriate to setup alternative means of access where regular support is needed (e.g. VPNs and RDS etc).
To start a remote support session:
- Ensure you have a backup of your database if we are going to be working on your live system
- Click the Start Support Session button below
- This will download a small plug-in which normally auto-runs but you may need to double click it if necessary
- You will receive a 6 digit one-off session code which you need to give us over the phone so that we can connect to your PC
