Get Remote Support
Remote Support Terms & Conditions
To provide efficient and effective technical support, our team may request remote access to your device using secure tools such as Action1 or TeamViewer.
Purpose of Remote Access
Remote access is used to:
- Diagnose and resolve technical issues promptly
- Install, configure, or update software
- Perform system maintenance or troubleshooting
- Support onboarding, training, or configuration tasks
- Provide live assistance without needing an on-site visit
Consent
By accepting a remote support session, you acknowledge and agree to allow ISG to access your system for the purposes described above. You must provide explicit consent before any session begins. All sessions will be carried out by trained professionals from ISG’s support team.
Tools Used
We use trusted and secure remote access tools:
Action1 Remote Monitoring & Management
TeamViewer
Both platforms provide encryption and session control to ensure the security and integrity of your systems during remote access.
Potential Risks of Remote Access
While ISG takes all reasonable measures to ensure a secure and professional remote session, the following risks exist:
| Risk | Details |
|---|---|
| Privacy Concerns | The technician may see files or personal data visible on screen during the session. |
| Data Loss | While unlikely, system changes or software conflicts could potentially cause data corruption or loss. |
| System Disruption | Active changes may temporarily affect system performance, connectivity, or software behaviour. |
| Misuse (if tools mismanaged) | If remote tools were to be compromised or misused (e.g. by an unauthorised third party), security could be at risk. |
| User Interruption | You may be unable to use the system during certain parts of the session while work is carried out. |
ISG mitigates these risks by:
Only initiating remote access with prior consent
Keeping you informed throughout the process
Using audited and encrypted tools
Recommending you close sensitive documents or applications before a session
Allowing you to terminate the session at any time
Client Responsibilities
To ensure a safe and smooth session:
You must be present for the duration of the session unless otherwise agreed
You should save any work and close sensitive documents beforehand
You agree not to leave the device unattended while remote access is in progress (unless permission has been granted)
ISG Commitment
Impact Solution Group Limited is committed to delivering secure, respectful, and professional support. We will:
Only access what is required to resolve your issue
End the session once support is complete
Not retain access or control unless explicitly authorised
Never record sessions unless discussed and agreed beforehand