---
title: Remote Support
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
---

# Remote Support

## Service Overview

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
- 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 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

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

Contact support or enable through your customer portal.

## Frequently Asked Questions

### Security & Privacy

**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 remote access application at any time.

### Technical Support

**Q: What if connection is lost during session?** A: Our platform automatically attempts reconnection. Contact support if issues persist.

**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.

## 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

### 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