Remote support
Elite Remote Support
Secure remote assistance, only with your permission.
When you're on a support call with our team, you run our remote-assistance app so a technician can help you directly — securely, and only with your permission.
Our own signed clients are being prepared. In the meantime a technician will set up a secure session with you directly — get in touch or reply to your support thread and we'll arrange it.
Only run Elite Remote Support when a member of our team has asked you to during a support session. Never share your session code with anyone else.
How it works
Connected in under a minute
- 01 Download & run
Download Elite Remote Support and open it. There is nothing to install permanently — it runs on demand.
- 02 Share your session code
The app shows a one-time session code. Read it to your Elite Security Europe technician on the call.
- 03 We connect securely
With your permission, our technician connects, resolves the issue, and the session ends when the app is closed.
Not a client yet? Talk to us about managed IT — remote support is part of every managed-service agreement.
Consent and control
What a session is, and what it is not
Remote assistance carries a reputation it has largely earned, because the same idea is the engine behind a well-known telephone scam. So it is worth being precise about what this tool does. It is an on-demand session, not standing access. It runs when you open it, connects when you read us a one-time code, and stops when you close it. Between sessions there is nothing on your machine waiting for us.
During the session you are watching your own screen. You can see every action the technician takes, take back the mouse whenever you want, and end the connection without asking permission. We work on the fault in front of us; if fixing it means opening something of yours, we tell you before we do. For managed clients this is written into the agreement rather than left as a matter of trust.
The rule that matters most is the simplest one: we will never phone you out of the blue to say your computer has a problem and ask you to install something. If that call comes, it is not us — hang up and ring a number you already had for us. Only run the app when you started the conversation, or when it has been arranged through an existing support thread, and never share your session code with anyone else.
Questions
Good to know
Can you connect to my computer whenever you like?
No. This is an on-demand tool, not permanent access. It runs only when you open it, connects only when you read us the one-time code it generates, and the connection ends when you close the app. Nothing stays behind listening for us afterwards.
Can I see what the technician is doing?
Yes, throughout. You are watching your own screen the whole time, and you can take back control or close the session at any point without asking. If we need to do something you would rather we did not, say so and we will stop.
What if someone phones claiming to be from Elite Security Europe?
Hang up and call us on a number you already have. We will only ever ask you to run remote support during a session you started, or one we have arranged with you through an existing support thread. An unexpected call telling you your computer has a problem and asking you to install something is the oldest scam there is, and it is not us.
Do you access my files or read my email?
We work on what the fault requires and nothing else. If resolving an issue means opening something of yours, we say so first. Managed clients also have this written into their agreement rather than left to trust.
Do I need to be a managed client to use it?
Remote support is part of every managed-service agreement. If you are not a client, we can still arrange a session for a specific piece of work — get in touch and we will tell you plainly whether remote help is the right route or whether the problem needs something else.
What if the machine is too broken to run the app?
Then remote support is the wrong tool and we will say so rather than talk you through twenty minutes of it. Depending on where you are, that means an onsite visit, a partner-coordinated one, or a hardware route we will set out honestly.
Start here
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