Remote support and monitoring

What the tools on your computers do, and what they never see.

• Accepting a remote support session
  We use RustDesk for remote sessions. Here is what you see, how to tell it is really us, and how to end a session at any time.
• What we monitor on your computers, and what we never see
  The NetLock agent watches the health of each managed computer. This article lists exactly what it reports and what it does not.
• Opening RustDesk and finding your ID
  Where to find RustDesk on your computer, what the ID is for, and what to do if the app is missing.
• Why your computer asks to restart, and when to say yes
  Updates are scheduled around your working hours through NetLock RMM. What the restart prompts mean and how long you can postpone them.
• What a Microsoft Defender alert means and what to do
  Defender is the antivirus on your managed computers. How to read its messages, which ones need action, and why you should never switch it off.
• How we handle your admin accounts and passwords
  The rules we follow for the keys to your systems: named accounts, least access, a password vault, and an emergency account that stays yours.
• After-hours and weekend work: what to expect
  Emergencies are covered around the clock for managed clients. Everything else outside our hours is planned in advance. Here is how the two differ.