Remote Support Policy

Important Notice: These documents are website-policy drafts and should be reviewed against Hire IT Expert's verified business practices and, where necessary, by an appropriately qualified UK legal or data-protection professional before publication.

Last updated: 14 July 2026

1. Suitable and Unsuitable Issues

Remote support is suitable for software configuration, email setup, virus scans, application installation, printer connectivity, and general troubleshooting. Hardware repairs, physical installations, and issues requiring device disassembly are not suitable for remote support.

2. Customer Authorisation

Remote support sessions require explicit customer authorisation before connection. You must confirm that you have the right to authorise access to the device.

3. Approved Connection Method

Sessions are conducted using approved remote-support software. The specific software will be communicated before the session begins.

4. Customer Control

You can observe the technician's actions on your screen during the session. You have the right to end the session at any time.

5. Session Security

Sessions use encrypted connections. Access is temporary and session-specific. Connection codes expire after use.

6. Privacy

Technicians should only access files, settings, and applications relevant to the agreed support request. Sensitive applications (banking, personal documents) should be closed before the session begins.

7. Password Safety

You will never be asked for banking passwords, payment card PINs, or unrelated one-time authentication codes during a remote session.

8. Session Notes

Brief session notes may be recorded for service records and quality purposes.

9. Escalation

If an issue cannot be resolved remotely, the technician may recommend an on-site visit or store drop-off.

10. Unattended Access

Unattended (always-on) remote access is only enabled under a separate written agreement, typically for business IT clients with ongoing support plans.

11. Business Remote Support

Business clients with multiple devices or users should ensure that authorised contacts are designated and that appropriate user permissions are in place.

12. Ending a Session

Either party may end a remote session at any time. If the session ends unexpectedly, the technician will attempt to reconnect or contact you.

13. Complaints

If you have a concern about a remote-support session, please contact us through our Complaints & Feedback page.