How a session works

A remote session in our support service is a one-off connection to a computer, opened by request and closed afterwards. From the moment you receive the code to the moment the record is written, this is the sequence.

1. Before the code

   You contact our service desk, or your IT contact raises the issue for you. If the problem needs to be seen, a session is offered. You can decline and continue over the phone; the session is a convenience, not a requirement.

2. The code and the invitation

   You receive a session code together with the technician’s name, our company name and the time window. The code works once and expires after 24 hours. Do not pass it to anyone else: whoever has the code can ask to connect, and we will verify the person at the other end against the named technician.

3. Entering the code and the connection screen

   You open this portal, enter the code, and a screen appears showing the technician’s name, the company, and a prompt to allow or decline. Nothing is transmitted before you allow it.

4. During the session

   A small connector runs while the session is open. Our technician sees the screen you share, exactly as you see it, and can take control of the mouse and keyboard to make a change — with you watching. You can pause sharing, take control back, or end the session at any point.

5. Ending and cleanup

   When you close the session, the connection ends immediately and the connector is removed from your computer. Nothing stays installed, and nothing runs in the background after the session. If the technician left a tool for later use, they will tell you and your IT contact in writing before the session closes.

6. The session record

   The record holds the client organisation, the technician, start and end time, your confirmation, and any file transferred with your approval. It is kept for 12 months and available to your IT contact on request.

What you will see on your screen

• A window carrying our company name and the technician’s name, not a generic tool name.
• An indicator showing that sharing is active, and a control to pause it.
• A visible cursor and keyboard activity while the technician works; nothing happens silently off-screen.
• A clear end-session control that always belongs to you.

Before a session begins

• Save your work and close private applications, mailboxes and personal windows.
• Have the details of the problem to hand: what you were doing, any error message, and when it started.
• Keep the phone line or the chat open so the technician can explain each step.
• If the session was not booked with you or your IT contact, stop and call your IT contact first.

After the session

You receive a short summary: what was found, what changed, whether anything is still open, and any follow-up. The ticket stays with our service desk until the issue is confirmed fixed. If the same problem returns, quote the ticket reference and the technician can read the earlier session record rather than starting again.