Business remote support
Controlled remote IT support for your business
Install the JM Restart support package only after speaking with us or when directed through an existing support ticket. It allows an authorised technician to help without waiting for an on-site visit.
What is installed
Splashtop Streamer provides the connection route
Splashtop Streamer is remote-support software. JM Restart uses it through Atera and through separately licensed Splashtop accounts. We create a package for each customer or customer group, rather than asking everybody to use one shared setup.
The software does not make every connection automatic. The access arrangement depends on the package agreed with you.
What you can see
- A notification when a technician first connects
- An active connection shown in the Splashtop app
- A taskbar icon that changes colour during a session
- Your device returning to the lock screen when the session ends
Access and accountability
Approval first, unless your business separately agrees unattended maintenance
New-customer packages normally ask somebody at the device to approve a connection. If approval is not given, the request is denied.
Some established business customers choose to allow planned unattended work when nobody responds. That is a customer-specific arrangement for agreed maintenance. It is not the default for a new customer and it should be documented before it is enabled.
Named technicians
Matthew Baker and Jason Mok are currently the only people permitted to initiate remote sessions. Each uses an individual account. As the team grows, access will remain restricted to authorised technicians with individual Atera licences.
Session records
Splashtop portal logs are retained for twelve months. They show the device accessed, the operator, the source IP address and file-transfer activity. Relevant records are also retained in JM Restart’s controlled customer records.
Your controls
You can decline a session, ask us to stop, exit Splashtop Streamer from the taskbar or uninstall it. Removing it may prevent remote support and agreed maintenance from working.
Remote support and scams
Genuine support starts with a request you recognise
Remote-support software is useful, but criminals also pressure people into installing similar tools. A familiar logo or convincing telephone manner is not proof that a caller is genuine.
Stop if somebody:
- contacts you unexpectedly and creates urgency or fear;
- asks you to hide the call or ignore a bank warning;
- asks for a password, banking PIN or one-time security code;
- asks you to move money, buy gift cards or purchase cryptocurrency; or
- objects when you say you will call JM Restart independently.
Our remote-support pledge
We will identify ourselves, relate access to an existing request or agreed maintenance, explain what we intend to do and respect a request to stop. We will never use a support session to ask you to transfer money, buy gift cards or cryptocurrency, reveal a banking PIN, or disclose a one-time security code.
Before you download
Only install this package after speaking with JM Restart
If you are unsure who directed you here, stop and call us independently on 01473 527430. Never install remote-access software because of an unexpected call, email, message or pop-up.
Installing the package does not replace your service agreement, privacy rights or the need to verify unexpected requests. See our Privacy Notice.