Our remote help desk allows you to have access to our technicians 24 hours a day, 7 days a week, and 365 days per year. You’ll have access to this via phone, email or chat.
Here is what is included:
Operating system (OS) versions currently supported by Microsoft and 11 Big Sur, 12 Monterey and 13 Ventura.
Microsoft Office Suites current generally available version and at the discretion of ConnectWise one previous version.
Email Clients: Microsoft Office 365 Outlook, Microsoft Windows Mail App, Google Workspace and Mac Mail.
Browsers: Chrome, Microsoft Edge, Firefox and Safari.
Thin Client & Virtual Desktop Interface (VDI): Help Desk Service supports sites using a thin client by connecting to the server and remote controlling the end client’s session. The ConnectWise Remote Monitoring and Management (“RMM”) server agent must be installed on the server first, and if the end client is using a Windows or Mac desktop, the ConnectWise RMM desktop agent must also be installed on that desktop.
AWS (Amazon Web Services) Workspaces. An RMM agent is required to be installed on each workspace (virtual machine). Help Desk Service technicians can reset/restart workspaces from the AWS management portal if accounts to access the portal and appropriate permissions are provided.
Azure Virtual Machines. An RMM agent is required to be installed on each workspace (virtual machine). Help Desk Service technicians can reset/restart workspaces from the Azure Virtual Machines management portal if accounts to access the portal and appropriate permissions are provided.
Help Desk Service will assist end clients with the restoration of files and folders owned/created by the same end client using ConnectWise Recover solution or Microsoft Previous Versions when enabled.
*Note – if the remote help desk needs to escalate issues, they may incur additional charges at our standard hourly rate, however, you would be notified prior to any additional charges being billed.