def3405e39
Structure: - Services/ (22 docs) - Device mgmt, VoIP, MDM, etc. - Products/ (10 docs) - dataBack, Huntress, BitWarden, etc. - Security/ (6 docs) - Cyber insurance, PAM, awareness - Backup/ (4 docs) - Recovery, disaster planning - Policies/ (7 docs) - BYOD, user mgmt, credentials - Legal/ (5 docs) - MSA, agreements, warranties - Getting Started/ (8 docs) - Welcome, contact, tickets
157 lines
4.7 KiB
Markdown
157 lines
4.7 KiB
Markdown
# Remote Support
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# Remote Support Services
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## Service Overview
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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.
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## How Remote Support Works
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### Session Initiation
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- Verify technician identity through our official support channels
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- Managed devices connect automatically via pre-configured clients
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- New devices receive guided setup or temporary access codes
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- Web-based access options available for temporary support without installation
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### Support Process
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- Real-time troubleshooting with full transparency
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- Technicians access only areas necessary for resolution
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- End-to-end encrypted connections through our private servers
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- Open communication via chat feature or direct technician contact
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- Automatic reconnection attempts if connection is lost
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### Session Preparation
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- Save and close active files to prevent data loss
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- Ensure stable internet connection and device is powered on
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- Stay available for input (passwords, confirmations)
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- Gather relevant error messages or troubleshooting history
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- Minimize device usage during session unless instructed
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## Technical Infrastructure
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### Security Features
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- Self-hosted RustDesk Pro servers in Moncton (rdp.dbits.ca)
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- End-to-end encryption for all sessions
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- Confidentiality protocols and session accountability
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- Session logging for security and quality assurance
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- Technicians bound by strict confidentiality agreements
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### Client Setup
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- **Managed devices:** Automatic deployment via Tactical RMM
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- **New devices:** Download from dbits.ca/downloads with guided installation
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- **Connection management:** Secure access through portal.dbits.ca
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- **Portable option:** No-install version available for temporary support
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### Network Compatibility
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- Automatic NAT traversal and firewall compatibility
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- Standard corporate firewalls require no special configuration
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- Advanced network configuration support available for restricted environments
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## End User Remote Access Add-On
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Secure remote access between digiBandit managed devices.
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### Features
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- Access office workstation from home
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- Connect between any managed devices
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- Same security infrastructure as support sessions
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- Portal-managed activation and user control
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- Simple user management through service account
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- Eliminates need for expensive third-party remote access solutions
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### Activation
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Contact support or enable through your customer portal.
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## Frequently Asked Questions
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### Security & Privacy
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**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.
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**Q: Will technicians access personal files?** A: Only files necessary for troubleshooting are accessed. Privacy is always our priority.
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**Q: Can I end a session early?** A: Yes, simply notify the technician or close the RCC application at any time.
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### Technical Support
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**Q: What if connection is lost during session?** A: Our platform automatically attempts reconnection. Contact support if issues persist.
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**Q: Can multiple devices be supported simultaneously?** A: Yes, technicians can switch between managed devices efficiently. Notify us in advance to streamline the process.
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**Q: What if my issue isn’t resolved?** A: Contact us immediately for follow-up support to ensure complete resolution.
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## Post-Session Follow-Up
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- **Completion confirmation:** Technician notification when session ends
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- **Next steps:** Detailed action plans via email or ticketing system
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- **Feedback opportunities:** Post-session surveys and direct team feedback
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- **Documentation:** Session summaries and resolution records
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## Support & Resources
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### Immediate Assistance
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- **Phone:** 506-404-0055
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- **Email:** hey@dbits.ca
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- **Live Chat:** Available through website or system tray on managed devices
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### Self-Service Resources
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- **Customer Portal:** portal.dbits.ca
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- **Knowledge Base:** dbits.ca (digiDocs platform)
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- **Client Downloads:** dbits.ca/downloads
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## Service Benefits
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- **Proactive Issue Detection:** Comprehensive monitoring prevents problems before they occur
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- **Enhanced Data Security:** Self-hosted infrastructure maintains complete control over your data
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- **Expert Resolution:** Experienced team handles diverse IT challenges with professionalism
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- **Complete Support Ecosystem:** Integrated tools, documentation, and customer resources
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- **Cost-Effective Remote Access:** Affordable user remote access compared to traditional solutions
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- **No Third-Party Dependencies:** All services hosted and managed in-house for maximum reliability
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