🖥️ 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.
🖥️ What the technician can do
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View the screenTo understand the problem without asking for explanations or screenshots.
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Take controlWith the authorization of the person using it, to fix the setup right away.
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Transfer filesSend an installer or collect an error log without going through email.
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Remote terminalFor technical tasks that do not require interrupting the person.
🔐 Control and privacy
- Only over the secure network. Without an active tunnel there is no remote support: the session does not travel over the open Internet.
- With authorization. The company defines which devices can be assisted and who may do it.
- It is logged. Every session leaves a trail in the audit log: which device, which technician and when.
- The user sees what happens. Remote support is not a surveillance tool: it is used to solve a specific case.
When someone device will not connect, the technician first checks the status reported by the Device Monitoring module.
❓ Frequently asked questions
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Can a technician connect without me knowing?The company defines which devices can be assisted and who may do it, and every session is logged in the audit trail.
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Does it work when I am outside the office?Yes, as long as the secure connection is active on your device.
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Can files be sent to my device?Yes, file transfer is part of remote support and it is logged as well.