If you have spoken to Timico Network Operations and they have offered you remote support please click on the PC or Mac link below and when prompted click run. There is no need to save the program and nothing will be installed on your computer.

PC - Start remote support

Mac - Start remote support

Please note

You will only be able to use this service if you have spoken to Timico Network Operations and have been given a support session code. If you require technical support on any Timico service please call 0844 488 9889.

All test results are logged, along with the IP address they are run from, the time and the date.

How it works

For a more detailed explanation of how the remote support tool works please call Network Operations on 0844 488 9889. Also please see the security section below.

Step 1
Call Timico technical customer services for support

Step 2
When asked, click on the start remote support link in the remote support section of this site

Step 3
When prompted click run. You may be asked this twice depending on your computer's security settings

Step 4
The Network Operations agent will give you a session number. Type this into the box that has just oppened on your screen and press connect

Step 5
You will now be connected to the Network Operations agent. At this point they still can't see your screen

Step 6
Press OK and the agent will be able to see your screen and session recording will begin

Step 7
When the session is finished the Network Operations agent will disconnect the session for you

Security

The following is a list of key security features of the remote support tool. If you require more detailed security information about this service please contact Network Operations on 0844 871 8125.

• No program is installed on your computer
• No changes are made to your firewall or network
• You pick which programs we can see on your computer before we connect to you
• Pressing the F11 key while in a remote support session cuts off the remote control
• All remote support sessions are recorded for training and monitoring
• 8 character key for authentication of your computer into the remote support session
• 160-bit ECC key used for establishing the connection so no one can see your 8 character authentication key
• 128-bit encryption of data transferred between your computer and our Network Operations agent's computer