Environment: Remote support sessions with IT Services
Purpose: Overview of remote support policies
Introduction
In the course of providing support to resolve your issue, an IT Services staff member will need to remotely connect to your device using secure software. In order to connect to your device, you may be required to install software that will allow remote viewing and control of your device. Remote support cannot be provided without the installation and use of this software. If you do not allow an IT Services staff member to provide remote support, you will be required to make alternative arrangements to allow us to resolve your issue, which may result in significant delays in issue resolution.
Disclaimer
- Prior to initiating remote support, IT Services will confirm a time and date for the remote support session to take place. You must be present at your computer during the entire duration of the session.
- Remote support is provided to quickly and effectively resolve your issue. You understand that remote support will require IT Services staff to connect to your device, with your express permission, using software that allows for: viewing of your screen, remote control of your device including keyboard and mouse, and the ability to access files on your device.
- In the course of providing remote support, IT Services may need to make changes to your device, including but not limited to: changes to system configuration, installation and/or removal of installed software, as well as access, add, modify, or delete files.
- While unlikely, it is possible that the remote connection and the work taking place therein may result in loss of functionality or corruption of the system device and/or files. We strongly recommend backing up your files prior to undertaking the remote support session.