Remote Technical Support Service (RTS)

The Remote Technical Support (RTS) service is a key tool for maintaining and protecting your IT equipment from various technical issues.

Our RTS service provides fast and efficient access to professional technical support via the internet, offering solutions that meet the needs of even the most demanding users.

What is RTS?
RTS (Remote Technical Support) is an advanced service that provides users with access to qualified technical support and remote maintenance.

Through the internet, users can receive assistance with software troubleshooting, system configuration, fault diagnostics, and many other services, significantly saving time and resources.

Who can use RTS?

The RTS service is designed to meet the needs of a wide range of users, including:

 

Private users

who want to ensure the stability and security of their personal IT equipment.

 

Small and medium enterprises

RTS is ideal for businesses and organizations that require reliable support without the need to hire their own IT staff.

Quick response and problem solving

The service ensures a quick response to technical challenges, minimizing downtime and potential losses.

Availability

The RTS service is available to users 24/7, enabling access to support at any time.

Flexibility

Regardless of your location, RTS provides reliable online technical support.

Flat payment model

The RTS service is charged for a fixed monthly amount, enabling users to easily plan their expenses.

Prevention and maintenance

In addition to solving existing problems, the RTS service can help identify and prevent potential future technical difficulties.

Scalability

Regardless of the increase in the number of devices or the complexity of the network, services can be scaled to meet these needs without the need for additional physical resources or personnel.

Rapid implementation of new technologies

With the RTS service, organizations can adopt and implement new technologies and software solutions more quickly with the help of experts, ensuring they remain competitive and aligned with current technological trends.

Security and Compliance

RTS service providers can help organizations maintain a high level of security, ensuring data protection and compliance with relevant standards and regulations. Regular updates and maintenance of security measures protect against external threats and vulnerabilities.

RTS rules

RTS (Remote Tech Support) Program

Our RTS (Remote Tech Support) program is designed for both private and business users seeking fast, efficient, and reliable IT support.

Using a wide range of tools and technologies, we ensure the optimal performance of your systems—from basic maintenance and security to complex network and server solutions.Below, we present our key working principles and service structure.

1. Scope of Services

Comprehensive Solutions

Remote Support:

  • We use UltraViewer for fast and secure diagnostics and troubleshooting on your devices.

Security and Protection:

  • We implement Emsisoft EDR to protect against malware and conduct regular system scans and monitoring.

Optimization and Maintenance:

  • Using Glarysoft tools, we clean and optimize your computer, ensuring stable performance and a longer device lifespan.

Data Storage and Sharing:

  • We utilize pCloud for secure data storage and sharing, providing easy access from any location.

Virtualization and Local Servers:

  • We set up Proxmox environments for local servers, enabling multiple virtual machines (VMs) to run simultaneously.
  • DNS, DHCP, NTP, AD, VPN, and other VM services ensure a stable, secure, and scalable network environment for your business.

Support Limitations

Defined Task Scope:

  • A service agreement clearly outlines which issues and tasks are covered under our support.

Consultations and Advising:

  • For additional or advanced needs, we provide expert advice and recommendations for further IT system enhancements.

2. Communication & Availability

Contact Channels

  • Email: Best for detailed inquiries and document submissions.
  • Phone: For urgent matters and quick questions.
  • Chat Systems: Enable instant communication and fast information exchange.

Response Time

  • Priorities: Requests are classified based on urgency, and we respond as quickly as possible.
  • Standard Working Hours: We are available according to a predefined schedule.
  • Emergency Support: In critical situations, we offer assistance outside regular working hours.

3. Request Submission

Procedure

  • Simple Process: Clearly defined instructions for reporting issues and a list of required information.
  • Fast Processing: All requests undergo an initial assessment to determine urgency and type of intervention.

Request Tracking

  • Tracking System: Allows real-time monitoring of request progress for both you and our team.
  • Transparency: We keep you regularly informed about the status and implemented solutions.

4. Responsibilities

User Responsibilities

  • Security & Collaboration: Users are responsible for basic system security maintenance and providing accurate and complete information.
  • Regular Updates: We recommend regular software and system updates following our guidelines.

Service Provider Responsibilities

  • Data Protection: We adhere to confidentiality principles and apply strict security measures to safeguard your information.
  • Professional Support: Our team continuously updates their knowledge on new technologies and tools to provide the best possible service.

5. Security & Privacy

Data Protection

  • Encryption & Security Protocols: We apply encryption methods and security protocols to ensure reliable data transmission and storage.
  • Controlled Access: Only authorized team members can access your systems, with prior approval and agreement.

Privacy

  • Confidentiality: All data and information obtained during support are treated as strictly confidential.
  • Regulatory Compliance: We comply with all relevant legal and regulatory frameworks concerning privacy protection.

6. Feedback & Reviews

Service Evaluation

  • Regular Assessments: We continuously monitor service efficiency and adapt to new trends and technologies.
  • Customer Satisfaction Analysis: Your feedback helps us improve our processes and services.

Your Opinion Matters

  • User Collaboration: We encourage you to share your impressions and suggestions for improvements.
  • Long-Term Relationships: We strive to build stable, long-term relationships based on mutual trust and professionalism.

Summary

Our RTS program is built on fast response times, expert support, and the implementation of cutting-edge technologies.

Whether you need computer optimization, antivirus implementation, or a complete network solution with local servers and virtual machines, iTS is here to assist you every step of the way.

Contact us today and ensure a secure and efficient IT environment for yourself and your business!

Contact form

You can contact us by phone, e-mail, online support form or via the chat option on our website, and our experts will be happy to help you solve the problem.

  • Wilsonova Ulica 4, Šibenik, Croatia

iTS provides technical support and IT services, while iTSmedia is a community of experts in digital and technological solutions. You can contact us by phone, e-mail or online support form or via the Chat option on our website, and our experts will be happy to help you.


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