🖥️ Documentation: Remote Support
Assistance with screen view/control. What it is, how it works and how to use it — explained step by step.
🖥️ Definition — Remote Support
Remote support lets a TelHarbor technician (or the administrator) help you by viewing and controlling your screen, always with your permission. It is done from the app (Support tab), over the company encrypted VPN.
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With your permissionYou approve or deny each session; nothing happens without your approval.
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View and controlThe technician sees your screen and, if you authorize it, uses the keyboard and mouse.
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Secure and loggedThe session runs over an encrypted VPN and is logged; you can end it at any time.
🗺️ Diagram — how it works
The technician requests, you approve, the session starts and you can end it.
Privacy: you see everything the technician does and can cut the session at any time. Without your approval there is no access.
📘 Explanation (step by step)
- The technician starts a remote support request to the user device.
- The user sees a prompt in the app; they approve or deny.
- If approved, the technician sees the screen and, if authorized, controls keyboard and mouse to fix the issue.
- The session is logged (audit) and the user can end it at any time.
Great for solving problems without traveling: faster and with no travel costs.