Remote Support · Thunder Bay
Remote IT support that solves problems in minutes.
Most IT problems don't need a technician on-site. We connect to your machine securely and resolve issues fast — no waiting for a truck to roll.
Help when you need it — not when we can schedule a visit.
Remote support means faster resolution for your staff and lower cost for your business. We use ScreenConnect — a professional, encrypted remote access tool — to connect securely with your permission.
Support contracts include priority remote support. Ad-hoc sessions are also available — contact us to get started.
- Secure, encrypted remote session
- No access without your explicit permission
- 24/7 monitoring and ticket intake — AI assistant, ticketing, toll-free line & live chat; critical and high priority by phone
- Human helpdesk Mon–Fri 8 a.m.–5 p.m. ET; critical incidents worked within one hour at any hour
- Session recordings available on request
- Priority response for managed IT clients
What we can resolve remotely
- Software installation and configuration
- Printer and peripheral issues
- Microsoft 365 email and account problems
- Virus and malware removal
- Performance troubleshooting
- VPN and remote access setup
- Browser and application support
- Password resets and account access
Hardware issues, cabling, and physical installations still require an on-site visit — we'll let you know when that's needed.
Client Portal
Existing clients can submit new tickets, check the status of open requests, and view invoices from the client portal.
Open Client Portal →Why remote support matters
When something breaks — email won't send, a program won't open, a file's gone missing — the cost isn't just the fix. It's the person sitting idle waiting for the fix, and everyone else they can't get work to in the meantime. In a small business, one stuck computer can stall a whole afternoon. The old model of "log a ticket and wait for a technician to drive out" made that worse: you paid for travel time and lost a half-day to a problem that took ten minutes to solve. Remote support removes the drive from the equation entirely for the large share of issues that never needed hands on the hardware.
How DVG handles it
When you reach out, we connect to your computer through a secure, encrypted session — only after you grant permission, and you can watch everything we do. Most everyday problems get sorted right there in the same call: software errors, email and account issues, printer headaches, malware, slow performance. If a problem does turn out to need someone physically on-site — a dead drive, a cabling job — we tell you straight, rather than burning remote time on something that can't be fixed remotely. For managed IT clients, this is baked in as priority support; for everyone else, ad-hoc sessions are available when you need a hand.
Geography is the whole argument
When your business is an hour or more from the nearest technician — or the weather has closed the highway — waiting for a truck simply isn't viable. A secure remote session means a business in Nipigon, Marathon, or a site well outside Thunder Bay gets the same fast help as one downtown, with no travel charge and no waiting for the roads to clear. For many rural operations, that's the difference between same-hour help and next-week help.
Remote support: common questions
Can you access my computer without me knowing?
No. A session only starts after you grant permission, and you can see everything happening on your screen the whole time. When the session ends, the connection is closed.
What kinds of problems can actually be fixed remotely?
The large majority of day-to-day issues — software installs and errors, email and Microsoft 365 account problems, printer and peripheral setup, virus and malware cleanup, performance troubleshooting, password resets, and VPN setup. Physical hardware failures and cabling still need an on-site visit.
Do I have to be a contract client to get remote support?
No. Managed IT clients get priority remote support as part of their plan, but ad-hoc sessions are available to non-contract businesses too — just get in touch to start one.
Is the connection secure?
Yes — sessions run over an encrypted remote-access tool, started only with your permission. Session recordings are available on request.
How fast will someone respond?
Tickets can be opened 24/7 through our AI assistant, online ticketing, a toll-free line, and live chat. Critical and high-priority issues must be reported by phone, which is what the response-time guarantee in the service agreement requires. A human helpdesk works them Monday to Friday, 8 a.m. to 5 p.m. ET, and managed IT clients get priority response. A critical incident is worked within one hour at any hour, on any day, at no extra charge. Non-critical work requested outside business hours is billed at C$250 per hour.
Need support right now?
Open the portal, enter your name, and wait for a technician to connect. It takes about 2 minutes.
(807) 700-0061 | 24/7 monitoring and ticket intake · human helpdesk Mon–Fri 8 a.m.–5 p.m. ET