Bellerive Computer Consultin Remote assistance (abbreviated as RA in the rest of this document) is using aspecial software to connect to your computer using the Internet. The remote assistance software allows us to see your screen and move your mouse pointer and type via our keyboard. The connection to your computer is not automatic. It does require your assistance and permission to be able to gain access to your computer. Once a RA session is over we will not have any way to reconnect to your computer. And during the RA session you will see everything that our technician does on your computer.

First you need contact us and let us know that you would need the service. You can do this either by email, or by using our service request form. We will need a detailed description of your issue in order to determine whether it's something we can fix using RA, or not.

If your issue is most likely to be resolved using RA then we request payment from you for the first hour. Once we received your payment we will set up the time for the RA session and perform the job at the time agreed upon .

If the job takes longer than an hour you will be billed for the extra time counted in 15min increments. If the job takes less than an hour then your account will be credited with the leftover minutes which you can use at a later time. Service credits earned by referrals can also be used for remote assistance sessions.

Back to top

The following conditions need to be met in order for us to be able to troubleshoot using RA:
You need to have a stable internet connection.
You computer needs to run any of the following Windows verions: Windows 2000, Windows XP, Windows Vista or Windows 7
Any firewall software which might block the operation of the RA software should be temporarily disabled for the time of the session and re-enabled afterwards.

• Fixing software related issues such as email settings, installation issues, performance issues.
• Optimizing your computer for speed. This includes removing unnecessary software, startup items and files.
• Setting up, or performing a backup of your system or personal files, as well as restoring files from such backup.
• Printing troubleshooting, if it's not clearly hardware related, ie: printer is starting up fine, not displaying any error messages and is not out of ink, or toner.
• Training, or demonstration of software usage for most softwares (it would be too long list to include here).
• An assessment of the state of the computer to determine whether it's worth fixing or not and how much the fixing up would cost.
  
  

Important note: While a wide variety of problems can be fixed using Remote Assistance, not everything can be fixed. The above points are the main guidelines but we can't cover all the cases in this document. Also some problems can turn out to be hardware related during the troubleshooting session.

Basically, a VPN is a private network that uses a public network (usually the Internet) to connect remote sites or users together. Instead of using a dedicated, real-world connection such as leased line, a VPN uses "virtual" connections routed through the Internet from the company's private network to the remote site or client.

Remote Desktop Connection

Remote Desktop or RDP service is a useful tool to remotely log on to remote computer and gain full access and privileges as if user is in front of local console. Remote Desktop is also known as Terminal Services. It’s useful if the server, or PC is located miles away in remote location, and frequent trip to the site to troubleshoot, configure or manage the system is not a viable option.