From eaad5208e391f54c2ac3ccb3de96f37144182f87 Mon Sep 17 00:00:00 2001 From: Joey King Date: Thu, 19 Feb 2026 15:35:34 +0000 Subject: [PATCH] Rewrite remote support: MeshCentral is primary, remove RustDesk references --- Services/Remote_Support.md | 55 ++++++-------------------------------- 1 file changed, 8 insertions(+), 47 deletions(-) diff --git a/Services/Remote_Support.md b/Services/Remote_Support.md index df26634..ac1b48e 100644 --- a/Services/Remote_Support.md +++ b/Services/Remote_Support.md @@ -1,6 +1,6 @@ --- title: Remote Support -description: +description: Secure remote support from digiBandit, powered by self-hosted infrastructure. Your data never leaves our servers. category: services tags: [helpdesk, services] permalink: go.dbits.ca/dd/remote-support @@ -8,78 +8,56 @@ permalink: go.dbits.ca/dd/remote-support # Remote Support -# Remote Support Services - ## Service Overview -digiBandit provides secure remote support via our Remote Connect and Control Software (RCC). Built on RustDesk Pro and self-hosted at our Moncton infrastructure, your data never passes through third-party servers. +digiBandit provides secure remote support via our self-hosted remote access platform. Built on MeshCentral and hosted on our own infrastructure, your data never passes through third-party servers. ## How Remote Support Works ### Session Initiation - Verify technician identity through our official support channels - - Managed devices connect automatically via pre-configured clients - - New devices receive guided setup or temporary access codes - - Web-based access options available for temporary support without installation ### Support Process - Real-time troubleshooting with full transparency - - Technicians access only areas necessary for resolution - -- End-to-end encrypted connections through our private servers - +- Encrypted connections through our private servers - Open communication via chat feature or direct technician contact - - Automatic reconnection attempts if connection is lost ### Session Preparation - Save and close active files to prevent data loss - - Ensure stable internet connection and device is powered on - - Stay available for input (passwords, confirmations) - - Gather relevant error messages or troubleshooting history - - Minimize device usage during session unless instructed ## Technical Infrastructure ### Security Features -- Self-hosted RustDesk Pro servers in Moncton (rdp.dbits.ca) - -- End-to-end encryption for all sessions - +- Self-hosted remote access servers on digiBandit infrastructure +- Encrypted connections for all sessions - Confidentiality protocols and session accountability - - Session logging for security and quality assurance - - Technicians bound by strict confidentiality agreements ### Client Setup - **Managed devices:** Automatic deployment via Tactical RMM - - **New devices:** Download from dbits.ca/downloads with guided installation - - **Connection management:** Secure access through portal.dbits.ca - - **Portable option:** No-install version available for temporary support ### Network Compatibility - Automatic NAT traversal and firewall compatibility - - Standard corporate firewalls require no special configuration - - Advanced network configuration support available for restricted environments ## End User Remote Access Add-On @@ -89,15 +67,10 @@ Secure remote access between digiBandit managed devices. ### Features - Access office workstation from home - - Connect between any managed devices - - Same security infrastructure as support sessions - - Portal-managed activation and user control - - Simple user management through service account - - Eliminates need for expensive third-party remote access solutions ### Activation @@ -108,11 +81,11 @@ Contact support or enable through your customer portal. ### Security & Privacy -**Q: How secure are remote sessions?** A: Our self-hosted RCC uses end-to-end encryption with all data staying within our controlled infrastructure. No third-party services are involved. +**Q: How secure are remote sessions?** A: Our self-hosted platform uses encrypted connections with all data staying within our controlled infrastructure. No third-party services are involved. **Q: Will technicians access personal files?** A: Only files necessary for troubleshooting are accessed. Privacy is always our priority. -**Q: Can I end a session early?** A: Yes, simply notify the technician or close the RCC application at any time. +**Q: Can I end a session early?** A: Yes, simply notify the technician or close the remote access application at any time. ### Technical Support @@ -120,16 +93,13 @@ Contact support or enable through your customer portal. **Q: Can multiple devices be supported simultaneously?** A: Yes, technicians can switch between managed devices efficiently. Notify us in advance to streamline the process. -**Q: What if my issue isn’t resolved?** A: Contact us immediately for follow-up support to ensure complete resolution. +**Q: What if my issue isn't resolved?** A: Contact us immediately for follow-up support to ensure complete resolution. ## Post-Session Follow-Up - **Completion confirmation:** Technician notification when session ends - - **Next steps:** Detailed action plans via email or ticketing system - - **Feedback opportunities:** Post-session surveys and direct team feedback - - **Documentation:** Session summaries and resolution records ## Support & Resources @@ -137,29 +107,20 @@ Contact support or enable through your customer portal. ### Immediate Assistance - **Phone:** 506-404-0055 - - **Email:** hey@dbits.ca - - **Live Chat:** Available through website or system tray on managed devices ### Self-Service Resources - **Customer Portal:** portal.dbits.ca - - **Knowledge Base:** dbits.ca (digiDocs platform) - - **Client Downloads:** dbits.ca/downloads ## Service Benefits - **Proactive Issue Detection:** Comprehensive monitoring prevents problems before they occur - - **Enhanced Data Security:** Self-hosted infrastructure maintains complete control over your data - - **Expert Resolution:** Experienced team handles diverse IT challenges with professionalism - - **Complete Support Ecosystem:** Integrated tools, documentation, and customer resources - - **Cost-Effective Remote Access:** Affordable user remote access compared to traditional solutions - - **No Third-Party Dependencies:** All services hosted and managed in-house for maximum reliability