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Remote Support

In some cases, a technical issue with an integration or system cannot be resolved effectively via email. In these instances, we offer Remote Support using a secure and robust platform called ScreenConnect.

This is the only remote access software officially supported by Zynk. We do not support remote connections via other tools such as Microsoft Teams, TeamViewer, AnyDesk, or similar applications.

Below are answers to some of the most frequently asked questions about how we use this software for providing support.

Frequently Asked Questions

What is ScreenConnect?

ScreenConnect is a secure, enterprise-grade remote access solution that allows authorized Zynk support staff to connect directly to your system for troubleshooting and resolution of issues. It is designed for both attended and unattended support scenarios and provides strong security, audit logging, and data protection features.

How is it Used?

We use ScreenConnect primarily in one of two ways, depending on customer preference and the nature of the issue:

Unattended Access

In many cases, especially when working with server environments that are not directly accessible to the customer, we use unattended access. This means we are granted the ability to connect to your system without you needing to be present.

To facilitate this, customers may:

  • Provide credentials for an existing Windows user account.
  • Create a dedicated Windows user account for Zynk support purposes.

All credentials shared with us are securely encrypted, and we cannot view or retrieve passwords in plain text—our system simply stores them safely for use when needed.

This method allows us to log in, troubleshoot, and resolve issues efficiently, often without requiring any further action from your team.

Attended Access

For customers who prefer to be present during remote support, we offer attended access sessions. In these cases, a support technician will provide a one-time session code allowing you to join the session and monitor everything in real time.

These sessions also support built-in chat functionality, so any questions, clarifications, or notes can be exchanged immediately during the session.

This method is ideal for users who want visibility and transparency throughout the troubleshooting process.

How Can I Start a Remote Support Session?

To initiate a Remote Support session, visit our secure support portal:

https://zynk.screenconnect.com/

Please contact the Zynk Support team to obtain your unique session code, which is required to start an attended session.

Can I Use Your Session to Connect to My Server?

No. Customers cannot use our ScreenConnect instance to access their own servers.

Remote sessions are strictly controlled and are only used by authorized Zynk staff to assist with technical issues. This policy ensures compliance with GDPR and other data protection regulations, and helps safeguard customer environments from unauthorized access.

Is ConnectWise Control PCI Compliant?

Yes, ScreenConnect is fully PCI compliant. It has been evaluated for security controls and safe handling of sensitive data.

For more details, please refer to:

ConnectWise Control PCI Compliance

I Don’t Want a Permanent Session Available on My Server

We completely understand and respect the importance of your data security policies. While unattended access can be very efficient, it is not mandatory.

If you or your IT department prefer, we are happy to:

  • Remove the remote access session after each use.
  • Only connect through attended sessions with your supervision.
  • Work with you to schedule access on a per-need basis.

ScreenConnect gives us the flexibility to adapt to your security requirements.

Can You Use Microsoft Teams/TeamViewer/AnyDesk/Other Remote Support Services to Connect Instead?

No. At this time, ScreenConnect is the only remote access tool supported by Zynk.

We use it exclusively because it meets all of our security, compliance, and functionality requirements. Its commercial license ensures:

  • Fast and reliable connection setup
  • Full encryption
  • GDPR and PCI compliance
  • Integration with our internal support systems

Supporting multiple tools would compromise our ability to guarantee secure and consistent service.

Do I Need to Pay Extra for Remote Support?

No. Remote support is included at no additional cost with all Zynk licenses.

We believe technical support should be accessible and fair, especially when issues can't be resolved via email alone. Remote access is a core part of how we ensure timely and effective resolution of complex problems.

Are You Able to Provide More Information About This Program?

Yes. You can find additional details about ScreenConnect's features and security measures here:

https://www.screenconnect.com/features/security

If you have any further questions or would like to arrange a session, please contact the Zynk Support team.