The work structure at SPN follows a set of rules that governs each and every step involved in the delivery of remote technical assistance. Further elaborating on this, we have a set of definite rules for our technicians under which they perform tasks fairly, from establishing a remote connection to rectifying any error within a computer system.

Our Policy on Remote Access

To thoroughly examine system issues and conduct a successful troubleshooting we prefer remote access to the computer system of a consumer.

Permission and Consumer’s Collaboration for Access :

Consumers are requested that before providing their TeamViewer details to the SPN technicians close all files, folders and applications containing their personal details.

Remote Session under Consumer’s Control:

It should be noted that during the entire remote session through TeamViewer software, the consumer completely remains in command and can end the session anytime.

Zero Access Post-Remote Session:

As soon as the remote session ends, no further communication remains possible between the previously connected devices by using “Your ID” and “Password” details provided earlier by the consumer. TeamViewer generates a temporary password and it changes for each new session.

Recording of Remote Sessions :

It should be noted that every remote session from SPN is recorded for the purposes of training, quality assurance and user safety.


Our Policy on User Safety

For the protection of consumer’s data and privacy, SPN has set guidelines for its technical assistance staff to follow while providing remote support services. For the same purpose, a few suggestions are also given for consumers.

Close Personal Info Applications and Files:

Consumers are requested that before providing their TeamViewer details to the SPN technicians close all files, folders and applications containing their personal details.

Use of Third-Party Software only after User Consent:

Some issues like that of malware infection require countermeasures from within the computer system. SPN technicians recommend highly-rated third-party software tools to best suit the consumer requirements and provide permanent solutions, thus, minimizing the need of any technician.

Consumer’s Presence Suggested:

For various purposes, such as user satisfaction and safety, consumers are recommended to carefully see the activities performed by a SPN technician on their computers during remote support session.

Zero Outward Bound Sales Calls:

SPN never makes uninvited calls to consumers for technical support requests.