Remote IT Support: Help via Remote Access Instead of Waiting for a Technician

Costs depend on the number of users and devices, support hours, agreed response times and the support levels taken over. You receive an individual quote based on scope, locations and time windows. Because there is no travel, remote support is the most economical route for many requests.

We agree the billing model individually – for example by effort or as ongoing support with a defined scope of services. Which variant fits depends on how often your team needs support. In the free initial consultation, we compare the options transparently.

1st level is the first point of contact: it accepts requests, logs them in a ticket and solves standard problems such as password resets or Office questions directly via remote access. What can't be solved there goes, with all the information, to 2nd or 3rd level. Remote means all of this happens without travel, by phone, ticket and remote access.

That depends on the software and the rules. We use established remote access solutions with encrypted connections, start sessions only after the user's approval and document every access. Access is assigned to named individuals and limited to what is necessary; we take your security requirements into account during setup.

We agree response times individually by priority and record them in the SLA – a total outage is treated differently from a request for a new printer. After the inventory review and the setup of the ticketing system and remote access, which takes a few days to a few weeks depending on the environment, your team can use the support right away.

Then a technician from our IT service partners RELEDER or FAIMA IT Services takes over the assignment on site. We coordinate the appointment and materials and document the result, so you have a seamless support channel.