Internal IT service desk
A hybrid workforce supported from one console
A single IT team supports several hundred laptops split between head office, home offices and a handful of regional sites. Staff raise tickets by phone and chat, and expect help while they stay on the call.
- Access model
- Managed + on-demand
- Time to session
- ~8 seconds
- Operator seats
- Unlimited
Challenge
- Tickets stall because the technician cannot see what the user sees
- VPN-only tooling fails for staff working from home networks
- Per-technician licensing discourages part-time and out-of-hours cover
How it is set up
- Managed agents deployed to every company-owned laptop for unattended access
- On-demand sessions used for contractors and personal devices, with the agent removing itself afterwards
- Unlimited operators so first-line, second-line and out-of-hours staff all have their own login
Outcome
- Sessions open in roughly eight seconds while the user is still on the call
- Reboot and reconnect completes patching without a second appointment
- No licence rationing, because operators are unlimited on fixed pricing
Managed service provider
Many customers, one technician rota
An MSP supports dozens of small business clients under a single contract model, with engineers moving between accounts throughout the day.
- Concurrent sessions
- 5 per operator
- Pricing
- Fixed, annual
- Access control
- Zero trust + 2FA
Challenge
- Client estates are separated and must stay separated
- Engineers work several sessions at once during busy periods
- Heavyweight RMM suites cost more than the support work they enable
How it is set up
- Managed devices grouped per client so access boundaries mirror the contract
- Five concurrent connections per operator, included, for parallel work
- Audit logs and two-factor authentication enabled account-wide
Outcome
- Engineers keep multiple client sessions live without extra licences
- Access reviews are answerable from audit logs rather than memory
- Support tooling cost is fixed and predictable across a growing client base
Education
Shared devices across several school sites
A multi-site trust maintains classroom desktops, staff laptops and iPads used by teaching staff, with a small central technical team covering all sites.
- Platforms
- Windows, macOS, Android, iPadOS
- Access model
- Unattended (managed)
- Site visits
- Reserved for hardware faults
Challenge
- Devices are in use during lessons and cannot be collected for repair
- Site visits consume most of the team's week
- Mixed estate spans Windows, macOS, Android and iPadOS
How it is set up
- Managed agents installed on classroom and staff machines for out-of-hours work
- iPadOS control app used by technicians who are away from a desk
- Hardware inventory pulled during sessions to plan replacements
Outcome
- Most faults are resolved between lessons, without travel
- Overnight maintenance runs unattended, with reboot and reconnect
- Fewer site visits mean the same team covers more sites
Retail and hospitality
Distributed hardware with no local IT
A retail estate runs tills, back-office PCs and kiosk machines across many branches. Nobody on site is technical, and downtime is measured in lost sales.
- Endpoint types
- Tills, back office, kiosk
- Session type
- Attended + unattended
- Encryption
- AES-256
Challenge
- Branch staff cannot describe a fault accurately over the phone
- Fixes must happen during trading hours
- No local technician to install anything on request
How it is set up
- Managed agents pre-installed on till and back-office machines at build time
- On-demand sessions for third-party hardware brought in by suppliers
- In-session chat used to talk branch staff through anything physical
Outcome
- Tills come back online without waiting for an engineer to travel
- Suppliers get supervised, time-limited access instead of standing credentials
- Faults are diagnosed from the actual screen rather than a description
Public sector and healthcare
Support that has to satisfy an auditor
A public sector organisation supports staff handling personal data, and every access route has to be justifiable to an information governance team.
- Security model
- Zero trust, AES-256, 2FA
- Hosting regions
- UK, US, Germany
- Evidence
- Session audit logs
Challenge
- Standing remote access to sensitive endpoints is hard to defend
- Data residency has to be documented
- Every session needs an evidence trail
How it is set up
- Zero-trust access model with two-factor authentication for all operators
- Cloud hosting selected in the UK, US or Germany to match residency requirements
- Audit logs retained as the record of who connected to what, and when
Outcome
- Access reviews are evidenced rather than asserted
- GDPR-relevant questions have a documented answer
- Attended sessions leave nothing installed on the endpoint afterwards
Small business
One part-time technician, twenty-odd machines
A small company has no IT department. A part-time technician, or a director who happens to be technical, keeps around twenty machines running.
- Trial
- 14 days, no card
- Trial allowance
- 10 managed, 2 on-demand
- Setup effort
- Same-day
Challenge
- Enterprise tooling is priced and shaped for larger teams
- The person fixing things is rarely in the building
- Nobody has time to learn a complex platform
How it is set up
- Fourteen-day free trial used to prove the workflow before committing
- Managed agents on the office machines, on-demand for everyone else
- PowerShell and Task Manager used in-session instead of a separate toolset
Outcome
- Problems are fixed from anywhere, including evenings and weekends
- One fixed annual cost replaces ad-hoc callout fees
- The setup takes an afternoon, not a project plan
See whether it fits your estate
The free trial includes 10 managed devices and 2 on-demand licences for 14 days, with no credit card required.