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title description category tags
Remote Support services
helpdesk
services

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.

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

  • 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

  • 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 RCC uses end-to-end encryption 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.

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