Joey King
eaad5208e3
4.8 KiB
| title | description | category | tags | permalink | ||
|---|---|---|---|---|---|---|
| Remote Support | Secure remote support from digiBandit, powered by self-hosted infrastructure. Your data never leaves our servers. | services |
|
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