Helpdesk and Remote Support

After contacting IT Grove, you can begin a support session by navigating to one of two support sites (sos.splashtop.com or www.iperiusremote.com). 

You will be directed to download an agent to allow remote access to your Windows PC or MacOS device. You will be prompted to supply an ID and password to allow the remote session to commence

If your computer is monitored by IT Grove, a Splashtop client may already be installed to provide you with quick and simple support.

No. An IT Grove support representative will never ask you for your personal password. If at any time a password is required to facilitate support, you will be instructed to type your password in the appropriate field on your device.

No. Access to content requiring a password on your device will be inaccessible to an IT support representative unless you elevate access, requiring you to type in your password. If you are using a device monitored by IT Grove, the representative may already have local administrative access that they can use to elevate access.

You and the IT Grove support representative share the same screen, control of your mouse, and keyboard during a support session. Before you accept the invitation to share your screen, we strongly recommend that you close any open documents which contain personal, confidential or regulated data, or that are not related to the issue at hand.

In some situations, an IT Grove support representative may request access to utilities such as the command line interface, registry, file system, or system information. These actions may not be visible to you during a support session.

Personal computers cannot be accessed by an IT Grove support representative using sos.splashtop.com or www.iperiusremote.com client software without the user first initiating a support request. 

Only on IT Grove monitored computers may an IT support representative be able to start a remote session if a Splashtop client is pre-installed.

Yes. When using the using the sos.splashtop.com or www.iperiusremote.com client software you may terminate the support session. 

For IT Grove monitored computers a remote session can be stopped by stopping the Splashtop service.

If your support session was initiated using sos.splashtop.com or www.iperiusremote.com, the downloaded client will remain at the end of the session but will be inactive. 

IT Grove monitored computers will have the Splashtop client pre-installed to provide quick and simple support, without the need to install a one-time use client.

A Remote Support session can be conducted at any location, as long as your device has an internet connection. The IT Grove remote support service utilises built-in security for remote sessions, no VPN is required to receive support.

IT Grove Remote Support representative access is limited to IT Grove clients.

I’m not sure I’m comfortable with someone being able to see my screen and move my mouse from another location. Is it really necessary?

It may not be necessary, but it’s very helpful in reducing costs and improving response time. 

Remote assistance is a valuable tool for quickly identifying and solving problems. It avoids the need to wait for an IT Grove support representative to come to your location. It can also minimise the lost time associated with you trying to describe exactly what you’re seeing and the IT support representative tries to describe exactly the steps they want you to take.

If you are ever uncomfortable about actions that were taken during a remote session, please contact a Director at IT Grove on 1300 345 604 Ext 1001 or 1002.