When something goes wrong you want someone to be able to fix it. Depending on urgency it might need to be done right now, or it could be need to be done within a week. As part of being on our Service Plans we provide remote support.
Using a remote desktop agent we can connect to a workstation or server that is powered on and connected to the internet and start troubleshooting the issue. If its not an urgent issues, it can resolved at a more conenient time (e.g lunch break).