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Remote support
Some questions are easiest to resolve when we can look at your system together.
With remote support, our team can assist you directly on your workstation – for example with settings, error messages or questions about using the software. Many issues can be understood and resolved more quickly this way than by phone or email alone.
Remote support is useful whenever a situation is difficult to describe or settings need to be checked directly on the system. Instead of discussing menu items, error messages or configurations at length, you can give our support team temporary access to view your screen during the session.
This makes troubleshooting easier. Our support team can see what is happening on your system, check relevant settings and guide you through the solution step by step. You can follow what is being changed and which areas of the system are being reviewed.
We use TeamViewer for remote support. No software needs to be permanently installed; only a small file is run. The connection is established using a session ID and a one-time password, which you provide to our support team. The session can be ended at any time by either side.
Remote support does not replace every type of analysis, but it can make many support cases much easier – for example configuration questions, usage issues, unclear error messages or situations where a workflow needs to be checked together.
How a remote support session works
You download the remote support file and run it on the affected computer. You then provide our support team with the displayed ID and one-time password. Only then can the connection be established. During the session, you can see what our support team is checking or changing, and you can end the connection at any time.
After the session, the file can be removed from the computer.
Please prepare briefly before the session
Remote support is intended for professionally used systems. Before the session begins, please make sure that no private or irrelevant content is visible. Close any programs that are not needed and, if possible, have information about the product, installation, error message and last steps ready.
This helps our support team understand your request more quickly and assist you more effectively.
Let’s take a look at your issue.
If remote support is the right next step, we will agree on the timing and process with you. Please have product information, error messages and, where relevant, your customer or licence number ready.