Granting Remote Access Securely

Remote access allows Fusion IT to connect to your device to diagnose and resolve issues quickly. While it's a powerful tool, it's essential to grant access only when requested by an engineer and through secure, approved channels.

When Should You Grant Remote Access?

Only allow remote access when:

• You’ve spoken directly to a Fusion IT engineer

• You’ve been given a secure session code or link

• You’ve requested support via our ticket portal, email, or phone

Never accept unsolicited requests for remote access, even if they appear legitimate.

How We Request Remote Access

Fusion IT uses trusted and secure tools to connect remotely, including StartControl and integrated access via our remote management platform for contract clients.

Depending on your setup, we may:

• Provide a 9-digit session code to enter at https://www.startcontrol.com, followed by a secure download

• Send a direct prompt to your device if you’re covered under a managed support agreement

• Walk you through each step and stay on the phone with you during the connection

You’ll always have the choice to accept, reject, or end the session.

Tips for Secure Remote Sessions

• Only use approved tools (e.g. StartControl or Fusion IT’s authorised remote access)

• Never give remote access to unknown callers claiming to be from “Microsoft,” “your IT provider,” or similar

• Stay at your device while the engineer is connected — we’ll explain what’s happening

• Don’t input passwords or bank details during an active session unless instructed by someone you trust

• End the session once the work is complete

How to Revoke Access (If You’re Unsure)

If you think someone may have accessed your device inappropriately:

• Shut down the device immediately

• Contact Fusion IT right away

• We’ll carry out a security check and advise on next steps

Need Help?
If you’re unsure whether a request for remote access is genuine, or want help starting a session securely, get in touch:

Ticket Portal: https://support.fusionit.uk
Email: support@fusionit.uk
Phone: 01244 835080

We’ll always confirm who we are, what we’re doing, and get your approval before starting.

Disclaimer:
This article is intended as a general guide. While we aim to ensure accuracy, Fusion IT cannot be held responsible for any issues, data loss, or damage resulting from the use or misapplication of these instructions. If in doubt, please contact our support team before making changes.