Resolve IT Problems Without Travelling to Every Device
When an employee experiences a technical problem, waiting for an IT technician to reach the physical device can increase downtime and support costs.
Splashtop Remote Support enables authorised technicians to connect to supported computers and devices so they can investigate issues, guide users and perform approved maintenance remotely.
Attended and Unattended Remote Support
Attended Support
Attended support is used when an employee or customer is present.
The user starts a support application and provides a temporary session code to the authorised technician. The technician can then connect and provide assistance.
When the application is closed, the temporary session ends.
Unattended Support
Unattended access allows an authorised technician to connect to a previously configured device without requiring someone to approve each individual session.
This is useful for:
- Servers and workstations
- After-hours maintenance
- Software updates
- Troubleshooting unattended systems
- Supporting computers at remote branches
- Managing approved customer endpoints
Splashtop describes unattended access as a key capability for device management, maintenance and support when no user is physically present.
Key Remote Support Capabilities
Depending on the selected plan, technicians may be able to use:
- Remote screen control
- File transfer
- Remote reboot
- Multi-monitor viewing
- Session recording
- Technician management
- User and device grouping
- Access permissions
- Session logs
- Chat during support sessions
- Command and system management tools
Exact features vary between Splashtop Remote Support, SOS and Enterprise plans.
Improve IT Support Efficiency
Reduce Travel Requirements
Technicians can assist many users without travelling between offices or customer sites.
Shorten Response Times
Remote support allows IT teams to begin troubleshooting soon after a ticket is received.
Support Multiple Locations
A central IT team can assist users across branches, campuses and distributed offices.
Maintain Better Control
Administrators can centrally manage technicians, devices and access policies rather than relying on unapproved consumer remote-access tools.
Support After-Hours Maintenance
Approved unattended access enables technicians to perform maintenance when disruption to users can be minimised.
Splashtop Remote Support or Enterprise?
Splashtop Remote Support is suitable for many IT departments and support providers.
Splashtop Enterprise may be more appropriate when the organisation requires:
- SSO integration
- Granular user and group permissions
- IP whitelisting
- Cloud session recording
- More advanced service desk capabilities
- Flexible combinations of end-user and technician licences
- Large or complex device environments
- An on-premises deployment option
Splashtop positions Enterprise as an all-in-one platform that combines remote employee access with advanced remote support and central administration.
Get a Splashtop Remote Support Quotation
BINTARA can help assess your number of technicians, managed devices, operating systems, security requirements and expected support model.
Speak with BINTARA about Splashtop Remote Support for your IT team or help desk.