Remote Support
Remote support is the process where a technician computer (host) connects to a client computer (guest) over the internet via a centralized server. The host device can be a laptop, workstation, server, tablet, or mobile device. Data is transmitted either peer-to-peer, directly from the host to the guest, or via the server. Remote sessions are often ad-hoc but also can be established ahead of time for ongoing support.
A person who helps a customer remotely will find inner peace and happiness from not having to do it over the phone.
- Confucius (Like) Quote Read More Testimonials »
Remote Support Software Hosting Options
- Hosted – The remote support software vendor hosts the server installation at their datacenter and facilitates the connection between the host and guest via installed clients. These tools are typically easy to set up, but often require monthly fees and concede some control of branding, customization, and security.
- Self-Hosted – The remote support software server installation is hosted on the computer/server selected by the host. The software vendor is no longer in the middle of the connection between the host and guest. Self-hosted installations generally require a more intensive setup process, such as port forwarding, but following installation is similar to hosted solutions. Advantages of the self-hosted model are no reoccurring fees, additional control of branding/customization/integration, and increased security. ScreenConnect is a self-hosted solution.
Remote Support Protocols
There are a variety of protocols and encryptions utilized by remote support tools. Generally speaking most encryptions act via a client on the guest computer that transmits the screen’s data, pixel by pixel, in rectangular groups of encrypted data packets. The host computer reconstructs the data packets in proper order reconfiguring the appearance of the guest screen onto the host desktop. The host can then transmit mouse data and key strokes from the keyboard back to the guest computer to provide remote control of the client’s device.
About ScreenConnect
ScreenConnect is a self-hosted solution that allows users 100% ownership. We do our best to make the software easy to install, to setup and to maintain by providing users with a Getting Started Guide and Knowledge Articles to assist with everything from configuring ports to website integration.
ScreenConnect Advantages:
- A solution that resides on the computer/server of your choice
- Compatibility with Mac, Linux, and Windows computers and servers
- Android, iPad, iPhone, and iPod touch option for hosting sessions
- Complete branding, customization, and integration capability
- An affordable solution with no monthly fees or required hardware
Types of ScreenConnect Support Sessions:
ScreenConnect supports multiple session types that allow for a wide-range of options for remote users to join sessions. Please see our help documentation for detailed information on these session types.
- Listed Sessions are displayed publicly on the host’s ScreenConnect site for all guests to see and join.
- Code Sessions require the guest to enter a predetermined, communicated code into a field on the guest page. These sessions are not listed publicly.
- Email Sessions allow the host to send a private link to a ScreenConnect session to a guest’s email address. The guest simply clicks the link to join the session. Email sessions are sent behind the scenes using a configuration determined by the ScreenConnect administrator.