About Connect
The technology used by our Connect web site enables us to take control of a remote
computer at the invitation of the user. We are then able to resolve problems or
provide training to that user regardless of whether they are using a Microsoft Windows,
Apple Mac or Linux computer.
The technology we are using usually allows us to to provide support and training
to users who are operating behind a corporate firewall.
All communications between our systems and the remote computer are encrypted.
The person requiring help either navigates to
connect.rrs.co.uk
themselves or receives an email invitation to start using the service from one of
our team. If they have navigated to the Connect web site themselves then they can
either join an open session listed on the home page or they can enter the invitation
code that they will have been given by their contact at Revell Research Systems.
In either case, a small program is downloaded to their machine which they need to
allow to run (which may take a couple of clicks depending on the computer they are
using).
This program will allow our team member to take control of their computer until
such time as either party decides to terminate the session. The remote session does
not need to start immediately allowing access to take place at a time more convenient
to the client. Remote sessions can persist between system reboots, which means work
can be done without requiring client staff to waste time 'hanging around'.
Once a remote session has been terminated by either party, the client staff member
must authorise a further session.
The only exception is when we have been instructed to install remote access facilities
on the computer, which then allows us to connect to the machine without any further
intervention from the client. We typically use remote access to provide managed
support to clients so we can maintain their infrastructure and regulary check the
health of their systems, taking proactive action (where necessary) to prevent minor
issues becoming major problems.