Get remote support
Also, be sure to call us on 647-476-5259 (Canada)
What remote support is, and when we use it
Remote support means a technician connects to your computer over the internet, with your permission, so they can see the problem instead of asking you to describe it. A printer that will not map, a mailbox that has stopped syncing, software throwing an error nobody can read out over the phone — all are faster to fix when the person fixing them sees your screen.
Most of what our helpdesk handles is solved this way. It is the difference between a fifteen-minute fix and a half-day wait for someone to drive to your office. Around 95% of tickets we receive are resolved the same day, and remote access is the biggest single reason that holds.
How to start a remote session
Four steps, and you control every one of them. Nothing begins until you say so.
Start with a person. Call 647-476-5259 or log a ticket, and a technician will confirm whether a remote session is the right next step. Nobody here will ask to connect to a machine that has not already been discussed with you.
Use the download button at the top of this page. The tool is small and installs in under a minute. It is built for desktops and laptops rather than phones, so run it on the machine with the problem.
When the tool opens it displays a session code. Read it to the technician, or paste it into your ticket. Without it nobody can connect: the code pairs your machine to one technician, for one session, and is useless afterwards.
Your machine asks you to accept the session before anything happens. Until you do, the technician sees nothing at all. Once you accept, the screen in front of you is the screen they see — no more, no less.
What the technician can and cannot see
This part deserves a plain answer rather than reassurance. A remote session is a window onto one machine, opened by you, for as long as you leave it open. It is not a standing view of your computer, your network, or your colleagues’ screens.
- The screen you have shared, exactly as it appears to you
- Anything you or the technician opens while the session is running
- System information, event logs and installed software, if we go looking for them to diagnose the fault
- Files and folders we open in front of you as part of the fix
- Anything on the machine before the session starts, or after it ends
- Any other computer in your office that has not started its own session
- Your screen once you close the tool — the view stops the moment the session does
- Anything whatsoever if you decline the connection request
One honest caution. While a session runs, the technician sees whatever is on the shared screen, including a password typed into a field that displays it. If you need to sign in to something mid-session, say so — we will pause the session or wait until we have disconnected.
You stay in control from start to finish
Nothing about a remote session happens out of your sight. Your screen is not copied somewhere you cannot watch — it is the same screen, and you are sitting in front of it. You see the pointer move, see which windows open, and see every change as it is made.
You can end the session at any moment, for any reason, without explaining yourself. Closing the tool disconnects the technician immediately. There is no approval to request and no notice to give, and a technician who needs back in has to ask you again from the beginning.
If you would rather watch than hand over the keyboard, say so at the start. A technician can talk you through the steps while you drive, which is often better when the fix is something you will need to repeat.
How the session is secured
Every session is initiated by you. The tool does not sit in the background listening for incoming connections, and there is no standing access to your machine waiting to be used. A technician needs a code that appears only on your screen, and needs you to accept the request that follows.
The session ends when the tool closes. The connection is then gone, and getting back in requires a new code and a fresh approval from you. Nothing carries over, which is deliberate: it means nobody can connect without you knowing.
Behind the tool sits a helpdesk and security operations centre staffed 24/7 by our own people, with a 15-minute response target on critical issues. NetFusion Designs is SOC 2 Type 2 attested, meaning the controls governing how we handle client systems and data have been examined by an independent auditor.
When remote is not enough
Some faults genuinely cannot be fixed down a wire. A dead switch, a failed drive, a machine that will not boot far enough to run anything, cabling pulled out of a wall, new hardware that has to be installed — these need a person in the room.
When we reach that point we will say so rather than keep trying. A technician attends your site, and the remote session becomes a handover: what was checked, what was ruled out, what needs hands on it. From our office at 141 Main Street N in Markham we cover sites across the GTA and Southern Ontario.
Not sure which you need? Call 647-476-5259 and describe the symptom — we will tell you honestly whether it is a ten-minute remote fix or a site visit. If it turns out to need someone on site, read more about onsite IT support.