Linux Onboarding & Support

The Walk-Through Support

Live screen-share support where the technician guides your user verbally and the user does the clicking — the technician never takes remote control of the device.

Users call in over Zoom, Teams or phone, share their screen, and a technician talks them through the fix step by step. The technician never takes remote control — they describe what to click, the user clicks it, and the device stays under the user's control throughout. That is a deliberate design choice, not a limitation: it removes any argument about who caused a problem after the call, and it is the reason this can be sold into healthcare, legal and finance customers whose policies forbid third-party screen control outright. Scope is bounded to a published scenario library agreed in the statement of work — software installs, application configuration, common troubleshooting, first-time-user onboarding, account self-service and mobile-device basics are covered; anything outside that list is logged as a ticket rather than improvised. Sessions run 15–30 minutes typically, with a 45-minute hard cap before a case escalates. This block of hours is sized for a steady stream of short sessions rather than one long engagement.

What's included

Live screen-share support over Zoom, Teams or phone
Verbal guidance only — no remote control of the user's device, ever
Coverage against a published scenario library agreed in advance
Software-install, app-configuration and common troubleshooting scenarios
First-time-user onboarding and account self-service (password resets, MFA enrollment)
Ticket escalation for anything outside the published scenario list

How it works

1
Book it — pay the fixed price, tell us your target environment
2
We deliver — an experienced specialist runs our standard workflow for this exact task; you can watch progress and ask questions
3
Hand-off — you get the deliverables, documentation, and a walkthrough if you want one

FAQ

How fast is delivery?: Standard delivery is within 70 weekday hours (≈ 5 working days). Express delivery — within 42 weekday hours (≈ 3 working days) — costs 25% more.
Why no remote control — isn't that slower?: It removes any post-session dispute about what changed on the device, and it is what makes this safe to sell where policy or compliance forbids third-party screen control. Most sessions resolve in 15–30 minutes regardless.
What if my user's issue isn't in the scenario list?: It escalates to a ticket rather than being improvised live. The scenario list is published in the SOW up front so both sides know the boundary before the first call.
What about admin-level or hardware issues?: Out of scope by design — anything needing admin credentials, system-level changes, or hardware diagnostics is handed off, either to your internal IT or as a scoped ticket.

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