REMOTE SUPPORT POLICY
Effective Date: January 1, 2023
Resources: Cyprus Legislations
GeonBytes provides Remote Support services to clients as an additional convenience for resolving technical issues. This policy outlines the process for requesting and receiving this service.
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:
- Client contacts GeonBytes and provides information about the issue
- GeonBytes schedules a remote session
- Client receives an email with instructions for downloading and installing remote support software
- Client follows instructions to install the software and provide permission for remote access
- GeonBytes representative logs in to the client’s computer remotely and begins troubleshooting the issue
- 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.
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
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.
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.
Acceptance of Policy
By using services from GeonBytes, the client agrees to be bound by the terms of this policy. If the client does not agree to the terms of this policy, they should not use not request remote services from GeonBytes.
You consent to being held accountable for any modifications made to the desktop settings or system content by asking and accepting a remote session from a GeonBytes employee to remotely assist you with a technical-related issue. GeonBytes disclaims all responsibility and liability for any harm resulting from the linking to or viewing of desktop content, from the operation of the GeonBytes Quick Support program, or from poor system performance.
◼ Before starting a remote assistance session with a GeonBytes representative, GeonBytes advises that you close any active programs that are showing content like personal or secret information for your security and privacy.
◼ GeonBytes additionally advises that you stay seated at your computer for the duration of the remote session.
We value your information. You are responsible for making sure that you regularly backup your data. GeonBytes will not be held responsible for any data loss if any occurred during or after a remote session. If you require help in setting up a backup procedure for your data please do not hesitate to contact us for further assistance.
GeonBytes continuously undertakes to take the utmost care when in use of your computer. However, GeonBytes cannot guarantee that our service will resolve your problem or that attempting to rectify your technical issue will not cause additional problems requiring an on-site call.
Software for initiating remote connections
GeonBytes uses Anydesk for remote service and further information on Anydesk security is available at their official website below:
Changes to Policy
GeonBytes reserves the right to modify this policy at any time. The latest version of this policy will be available on the GeonBytes website.
For further information please contact GeonBytes at [firstname.lastname@example.org].