How to submit a remote support request and what to expect during a remote session with a BRANDED IAM technician.
Remote IT support allows one of our technicians to securely connect to your computer and resolve issues directly — without you needing to bring your device anywhere or wait for an on-site visit. Most IT issues can be fully resolved remotely in under 30 minutes.
How to Request a Remote Session
- Submit a ticket under IT Support & Security → Remote Support Request.
- Describe the issue in as much detail as possible — error messages, what you were doing when it happened, and whether it affects one device or multiple.
- In the ticket, indicate whether you need the session during your regular business hours or if there's a specific time window that works best.
- A technician will respond within your plan's SLA window and propose a session time. You'll receive a secure remote access link via email.
During the Session
Our technicians use a secured remote desktop tool. You'll see every action they take on your screen in real time and can end the session instantly by closing the connection window. You should be at your computer during the session so the technician can ask questions and you can confirm the issue is resolved before they disconnect.
If the issue requires a restart, the technician will reconnect automatically unless you prefer to handle the post-restart check yourself.