What to Expect During a Remote Session

When Fusion IT connects to your device remotely, it’s to help resolve issues quickly, securely, and with minimal disruption. If you’ve never had a remote support session before, here’s what to expect.

Before the Session

1. You’ll either:

   • Receive a 9-digit session code to enter at https://www.startcontrol.com, or

   • Get a remote access request directly from us if you’re covered by a support contract

2. A Fusion IT engineer will explain what they’re going to do and remain available while connected

3. You’ll be asked to give permission before any session begins

During the Session

• You’ll see your mouse moving or windows opening as the engineer works on your device

• You can watch everything in real time

• You can still use your keyboard/mouse, or chat with the engineer as needed

• The engineer may install updates, change settings, or run diagnostics, depending on the issue

• You can end the session at any time if you’re uncomfortable or need to pause the work

We’ll never access your device without permission, and we’ll always inform you when the session begins and ends.

After the Session

• We’ll let you know when the issue is resolved or if further steps are required

• You may be asked to restart your device

• You’ll receive a summary or update via your open ticket

• The remote connection will automatically close once the work is complete

No one can reconnect to your system unless a new session is started or you approve it again.

Security and Trust

• Sessions are fully encrypted and temporary

• Your privacy and data are protected throughout the process

• We follow GDPR-compliant practices for all remote access

Need Help?
If you're unsure about starting a session or have questions before or after, just let us know.

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

We’re happy to talk you through the process and make sure you’re comfortable every step of the way.

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.