Remote Support
Sometimes, an issue may occur with an integration that cannot be fixed over email.
In these situations, we use a Remote Support program called ConnectWise Control (Formerly known as ScreenConnect).
Below are some of the most Frequently Asked Questions about this software and how we carry out Remote Support.
Frequently Asked Questions
What is ConnectWise Control?
ConnectWise Control is a strong remote support and unattended computer access solution.
How is it Used?
We use ConnectWise Control primarily in one of two ways:
Unattended Access
Many of our customers don't have direct access to their servers, which means that it can often be more difficult to see exactly what the issue us. In these cases, a lot of our customers choose to either provide us with the Windows Login Credentials of an existing account, or create a Windows User Account exclusively for us. This makes Remote Support much easier, as we can connect straight to the machine and often resolve the issue there and then. All passwords provided to us are encrypted and we are unable to view them, only call upon them when needed to ensure a greater level of safety.
Attended Access
Some of our customers prefer to be present during remote support. In these cases we can join a session with you, giving you full visibility of what we're doing an why. ConnectWise control also provides chat functionality, meaning there can be an immediate exchange of data if something doesn't look quite right or something needs an explanation.
How Can I Start a Remote Support Session?
Remote Support sessions can be setup from out unique Support URL:
https://zynk.screenconnect.com/
Please contact Zynk Support for a code to create the session
Can I Use Your Session to Connect to My Server?
We don't allow customers to use our ConnectWise Control instance to connect to their servers. All of our support operators adhere to strict GDPR compliance rules when connecting to a clients computer. Because a clients computer can often contain sensitive personal and business data, access is only established between end users and Zynk staff members.
Is ConnectWise Control PCI Compliant?
ConnectWise Control is PCI Compliant. More information on this can be found here:
ConnectWise Control PCI Compliance
I Don’t Want a Permanent Session Available on My Server
Occasionally, end users or their IT Departments prefer to not have permanent access setup. We understand that in the modern world, security has never been as important so despite the fact the program is incredibly safe to use, we are happy for a session to be removed after use or when no longer required.
Can You Use Microsoft Teams/Team Viewer/Any Desk/Other Remote Support Services to Connect Instead?
Unfortunately, we are unable to use offer Remote Support by other means. We only possess a Commercial Licence for ConnectWise Control because it can do all of the things that other programs can while guaranteeing a simple setup, secure connection and guaranteed safety.
Do I Need to Pay Extra for Remote Support?
Remote support is included as standard with all Zynk licenses. We appreciate that sometimes issues can't be fixed over email and our position is that it would be unfair to make customers pay extra for this type of service
Are You Able to Provide More Information About This Program?
More information is available at the following link: