Remote technical support
Explains remote support, how your privacy in assured, and how you stay in control at all times.

Sometimes problems arise that aren't easy to fix by e-mail or telephone support. Either we need to see the problem on your machine, or else the steps to diagnose or fix the problem are too complex to explain.

To provide remote assistance we use a service called ConnectWise Control™. It lets us connect to your computer, via the Internet, so we can assist and try to fix the problem. ConnectWise Control is a secure service that only lets our support staff connect to your PC when you allow us. Once we connect you can sit and watch what we do on your PC and can disconnect or interrupt us at any time - rest assured you are still in control PC at all times. After the session has ended we will be unable to connect to your PC again unless you initiate another session.

We guarantee your privacy is respected. We treat your data as strictly confidential. Our intention is not to pry, only to help to quickly and efficiently diagnose and resolve problems.

How do I arrange a remote assistance session?

1. Contact support@analyse-it.com to request help with a problem.
2. We will arrange a convenient time to connect to your PC and e-mail you a link to the ConnectWise Control application you download and run on your PC.
3. At the arranged time we connect to your PC, start a short chat session to keep you informed what's happening, and then help sort out the problem.
4. When the session ends (we disconnect, or you disconnect us) the CoPilot application is deleted from your PC. No one, not even our support staff, can reconnect to your PC again.