Remote Support Policy

Eligibility for Remote Support

This service is available to clients who have a current agreement with GeonBytes for computer services. The service is not available for clients who have not signed an agreement with us or who have not paid for our services.

Requesting Remote Support

Clients can request the service by contacting us through email or phone. A GeonBytes representative will gather information about the issue and schedule a remote support session.

Remote Support Procedure

The following steps outline the process:

1. Client contacts GeonBytes and provides information about the issue
2. GeonBytes schedules a remote session
3. Client receives an email with instructions for downloading and installing remote support software
4. Client follows instructions to install the software and provide permission for remote access
5. GeonBytes representative logs in to the client’s computer remotely and begins troubleshooting the issue
6. The issue is resolved and the remote support session ends

Limitations of Remote Support

Remote service is a convenient option for resolving technical issues, but it may not be suitable for all problems. In some cases, a technician may need to visit the client’s location to diagnose and resolve the issue. In such cases, the client will be notified and a visit will be scheduled.

Security

GeonBytes takes the security of client information seriously and implements the following measures to ensure the security of remote support sessions:

• Use of secure remote access software
• Encryption of information during transmission
• Access to client computers is restricted to authorized GeonBytes personnel only
• Client computers are automatically scanned for security vulnerabilities before and after each remote support session

Client Responsibilities

Clients are responsible for ensuring that their computer systems meet the minimum requirements for the service, including:

• An active internet connection
• A recent version of a supported web browser
• Sufficient permissions to allow remote access to their computer

Clients are also responsible for ensuring the security of their personal information and confidential data during remote support sessions. Clients should not leave their computer unattended during a remote support session and should close any sensitive or confidential applications before the session begins.

Warranty

GeonBytes makes no warranty, express or implied, regarding the quality, accuracy, or availability of remote support services. The client assumes all risks associated with the use of remote support services, including but not limited to the possibility of unauthorized access to client information and the loss of data.