People not in the office.
WHAT IS DIFFERENT
You cannot see the device or the environment Connectivity varies They may be alone with the problem Equipment cannot be swapped easily
WHAT TO ESTABLISH FIRST
Whether they have connectivity at all.
WHY
It determines what support is even possible.
WHAT TO PREPARE IN ADVANCE
Remote access tooling, installed and tested before it is needed Documented self-service steps A route to reach support without the failing system
THAT LAST POINT
If email fails, support cannot be reached by email.
WHAT TO PROVIDE
A phone number or alternative channel.
WHAT TO CONSIDER
Data cost, when asking someone to download something.
WHAT TO DO WHEN GUIDING BY VOICE
One instruction at a time Ask what they see Use precise names for things
WHAT TO ARRANGE FOR HARDWARE FAILURE
A replacement process, and what they do meanwhile.
WHAT TO DOCUMENT
Which users are remote, and what they have.
