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digiDocs/Services/Remote_Support.md
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2026-01-24 17:13:47 -04:00

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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