Our Remote Assist service allows one of our MikroTik Certified help desk consultants to remote in to your equipment to examine the device running state for diagnostic analysis and to perform real-time configuration changes where appropriate. Remote Assist option is available on a per incident basis at $75 (excluding GST) for up to 1 hour of remote time allocation.
Before you decide whether Remote Assist service is right for you, please review some frequent Q&A:
Can I still get free help desk support?
Yes - help desk support by email is always offered as a no-cost option. Free help desk support is limited to Q&A responses only, and no remote access to your equipment is included.
Is there a guarantee that my problem will be resolved when using Remote Access Service?
Remote Access service is intended to offer you a prompt, efficient and cost effective path to resolving your immediate issues with your equipment. Although many simple and routine issues are likely to be corrected within the allocated time, more complex problems may take longer to resolve, or require escalation to our engineering team. Your help desk consultant will be able to offer you some comment as to the anticipated steps to be taken during Remote Assist, and whether the procedures are intended or expected to resolve your issue, or to perform further diagnostics to learn more about the problem behaviour and potential causes.
What happens if my Remote Assist case takes longer than 1 hour?
In cases where the time worked by your help desk consultant exceeds the 1 hour case limit, your consultant will discuss with you the recommended next step options and seek your approval to proceed. Options may include: further 1 hour incident service/s, escalation to contract support and/or consulting engineer, equipment return to base service, revert to free Q & A support, or others at your preference.
What happens if my Remote Assist case takes less than 1 hour?
Remote Assist service option is charged, in advance on 1 hour incident blocks. There are no refunds or partial refunds offered for time delivered less than 1 hour, but you are welcome to 'use up' the remaining time with other general tasks and/or questions, demonstrations or detailed discussions relating to general device configuration functionalities.
I have a Contract Support Service with DuxTel - can I charge Remote Assist to my account?
Yes! Remote Assist is offered to Contract Support customers with incident charges accrued to the end-of-month account and billed in the usual manner.
How do I proceed?
Your help desk consultant will offer you a written (email) activity summary of intended activities to be taken, and include web URL link to an online quotation for the Remote Assist service. Your help desk consultant will be pleased to answer any further questions that you have prior to confirming and settling the online invoice via your preferred payment method (Bank Funds Transfer or Credit Card online) Once settled, your help desk consultant will be ready to attend to your immediate remote access needs. (Contract Support customers need only confirm acceptance of the activity summary to proceed with the service)
If you have any further questions or concerns about Remote Assist service, or if you would like clarification on any of this information, please don't hesitate to contact our support team at support@duxtel.com with your questions/comments/feedback or concerns.