Engineering Remote Support Help Desk
Online Tech Support & Training via Remote-Control
you must contact us by telephone... You
will then be directed to the
Service and training
is provided on a per incident basis if not covered by service or
support contract. This includes rack mount systems, embedded
systems, desktops, laptops and mobile business or residential
computer systems running on a high speed internet
connection. Dialup and GSM/GPRS connected systems will be
supported at an hourly fee rate of
/hour billed in 15 minute increments with a
Pre-Paid Multi-Pack Rates
2 Incidents -
3 Incidents -
5 Incidents -
*An "Incident" is defined as a service
or training event starting from initial call until closure or resolution of the problem or issue. One incident may involve multiple sessions.
A single support issue is a support request that cannot be broken down
into un-related problems. If a support request consists of un-related
problems, each shall be considered a separate incident. i.e. An incident
for troubleshooting an existing CNC milling device driver in AutoCAD may
not include support for installing a new wire or plunge EDM or plasma
cutter device driver under the same incident. Support will be on a best
effort basis and resolutions are not guaranteed.
clicking one of the links, remote-support software will be installed on your
computer, it will be automatically removed when the session ends.
you are connecting to a technician or engineer, DualDesk
will be used to establish a remote control
connection automatically with no input
required from you other than to run the file. The
technician or engineer will then be able to see and operate your computer almost
the same as sitting in front of it. You can see everything the
technicians and engineers are doing and can end the session instantly at any time
by double-clicking on the DualDesk icon in your
system tray or right-clicking on the icon and selecting close from
the popup menu.
If you are
connecting to an instructor, you will establish a
"View-Only" connection to the instructor's computer
using DualDesk Presenter and
you will only be able to view the instructor's computer screen.
Remote control inputs will be disabled and the instructor will not
be able to see or control your computer. A high-speed internet
connection is recommended for viewing.
To use this service, the computer in question must be connected to
automatic installation program you will download is password protected to
prevent unauthorized use and to help deter hackers. It can be attached to
an email message or we can send it on disk if you have problems