Condies IT - Services - Online Support

With your permission, Condie IT Solutions can offer support and training by taking control of your screen, mouse and keyboard.

If you require support, please phone the number below during the hours of operation. You will then receive further instructions from an 'IT Support Representative' to initiative the support session. Supporting information, detailing the online support process, security measures and system requirements, is available below the portal.

Hours of Operation: 9am - 5pm, Monday - Friday	Telephone Number: (01383) 721421

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Welcome to Condie IT
Online Support Portal

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Want your accountant on tap?

With our online support service, Condie IT Solutions can provide book-keeping and management support and IT training and support for your business at any time during the working day - from Monday to Friday - regardless of distance. With your permission, we can take control of your screen, your mouse and keyboard and work with you to solve your problem in real time. It's like having your accountant on tap. And it saves us travelling time and you money. Really. Here's the thinking behind it.

Book-keeping and management accounts support

A large proportion of year-end accountancy fees are higher than they need to be because people aren't using their book-keeping software effectively or accurately. This service enables us to look at what you're doing remotely, and support and train you and/or your staff so you're getting the best out of your software. Problems are therefore fixed now rather than at the end of the financial year, and you save time and money. All we do is check your file once a month - usually only for one hour - and report on any changes or corrections to be made.

And there's more! In some cases a book-keeper may not have the training or experience to prepare accounts to management accounts stage. This means that the manager of the business does not have complete information about how the business is actually doing until their accountants have completed the accounts (well past the end of the financial year). We can take the book-keeping support service described above a stage further and post management accounts-type adjustments using our remote service, so as a business manager you have more complete and accurate information all the year round. And again, you will reduce your accountancy fees at the end of the financial year.

IT training and support

Because we are accountants doing IT we not only understand business and accounts but also the software, and how to use it. We can therefore provide excellent training and ongoing support for your business using this remote service - without you having to wait for one of our representatives to drive to you.

Dinkum case studies

Just to show that we're not making this up, here are four case studies of real clients who are already using this service, and are truly impressed with the results:

	A client in St Andrews had an e-mail problem that would have normally involved a two-hour round trip for one of our support representatives. Instead, the problem was fixed quickly and easily in 10 minutes!
	A Stirling client had a reporting problem with their ACT! database. The problem was again resolved within 10 minutes (without the need for travel) and further general training was given at the same time - a kill-two-birds-with-one-stone process!
	In Chester, one of our clients received Sage Line 50 book-keeping software training using the online support service and the phone. This has set a precedent, and means that their future training needs and issues can be dealt with without the need for the physical presence of the support representative (and therefore long journeys to and from Chester).
	Finally, one of our Edinburgh clients receives monthly book-keeping assistance remotely every month. This is particularly useful during those awful periods when there are roadworks on the Forth Road Bridge!

	To sum up: no travel + less cost = happy Condies and clients.

Vorsprung durch technik

Too good to be true? Well no, actually. The technology is superlative, user-friendly and completely safe. This is what you do.

1) Phone us up and tell us what your problem is.

2) Type in your question as specifically as possible, then click the button.

3) You will then be asked to download a screen-sharing plug-in.

4) Once this has downloaded, you can 'meet' your technical support representative (virtually!).

5) The screen-sharing plug-in then allows you and your technical support representative to communicate via a chat window. You can both see what's on your computer screen. You can share your mouse and keyboard. You can also draw on your screen using the special whiteboard feature.

6) You are now ready either to watch what the support representative does to solve the problem, or to ask him/her to tell you what to do - step-by-step. And you are in control all the time - if you want to stop, or retake control of your computer, just move your mouse or pause the session.

Hoi! I don't want anyone raking through my private files!

Don't worry - this could never happen. Our screen-sharing feature is optional, so the support representative only sees what you see, or what you decide to show him/her on your screen. In fact, before the support representative views your screen, he/she will ask you to close all documents containing private information. If the representative thinks it would be helpful to open a file, however, he/she will suggest this, and then ask for your permission before going ahead and doing so. You are always in control.

It's life, Jim, but not as we know it ...

Again, don't worry - the plug-in is safe from attack by all manner of viruses. And we are as concerned as you about this issue, so we conduct regular virus checks to maintain our technology to the highest possible standard. You can feel confident using this plug-in.

Red alert?

Security, of course, is a key concern. You can be reassured that security will be maintained because the screen data that is passed between you and your representative is encrypted. After the session has ended, your support representative can no longer see your screen or access your computer unless you specifically ask for his/her help again.

Furthermore, although the downloaded file stays on your computer, it's useless without a new 'encryption key' - and to get one of these, you would need to start a new session with a support representative. Remember that screen-sharing sessions are always initiated by you, the client.

System and Network Requirements

For a support representative to view a customer's desktop, the customer should meet these requirements:

	28.8Kbps or greater connection, 56K recommended
	Recommend ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy
	Required Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or XP

For a customer to view a support representative's desktop, the customer should meet these requirements:

	Requires Windows 95 (WinSock 2 Recommended), 98, 2000, Me, NT 4.0 or XP
	Recommend minimum of Pentium 300 with 64 MB of RAM
	Recommend stable Internet connection with 56K or better
	Recommend ability to make direct outgoing TCP connections, or availability of a SOCKS server

Download the Online Support PDF brochure (584KB)