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If you subscribe to our monthly retainer support plan, then your users can have unlimited remote support for help. They simply call (0844)412 5801 during our opening hours or email Support@MarkAndrewSmith.com. We also have a online Support System that you can use 24/7. We will want to remote control into your computer to see first hand what the problem is. We can then quickly attempt resolve your problem before having to send an engineer to your premises. This option is quicker, cheaper and more environmentally friendly. We can even offer remote control help to your staff if they work away from your premises on Business. For all this to happen, we need to install on your computer some free software called VNC to be able to take control. You can download VNC free edition from our free PC support toolbox we provide for you. Once installed (your users accept all the defaults during the install - we can easily talk them through this if needed) VNC is then available for any time when they then need future support. Your users simply follow these easy instructions to connect via VNC to us when they then need support. In the case of server support, we may need to open some ports on your firewall to help make this happen. Opening firewall ports is a one off task and may mean we have to come to your premises to set this up. Depending on where you are based, this may be chargeable to cover our setup expenses. Please note: If you have you own server, you must have remote control facilities into it for us to help you as many servers control your local network and we need to be able to manage this for you as part of our comprehensive and integrated service. |
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