Instant Support

Experience remote support that improves time-to-resolution while offering customers an in-person experience, even from afar.

  • IT Support
  • Service & Helpdesk

Offer timely assistance to teams across the business

When everyone depends on you to keep operations running smoothly, efficiency and time-to-resolution are everything. Instant Support helps you better manage and resolve support requests so teams can get back on track as soon as possible.

Boost customer satisfaction with improved, real-time support

Customers can sometimes struggle to describe their tech issues. Skip the confusion and save time with VNC Connect. Our Instant Support solution helps service agents find and fix problems faster, resulting in improved service levels and happier customers.

Fix customers issues faster with on-demand assistance.

Just-in-time assistance

Lightweight and install-free, Instant Support lets you start a support session in seconds, improving time-to-resolution and customer satisfaction.

Affordable support that scales

Since you pay by number of technicians, not by sessions, your Instant Support licensing can scale flexibly and affordably with your requirements.

Equipped to help

From Chat to two-way File Transfer, Instant Support's features give service teams the tools to find and fix support issues while in-session.

Get to the heart of the problem quicker

Every service team knows the challenge of deciphering support tickets, especially when it’s a very technical issue. Often you end up having to ask users more questions, which takes time and leads to frustration (on both sides). With Instant Support, you can cut out all the back and forth and bypass the confusion.

Technicians can quickly connect to users’ devices to see the issue for themselves and take control to offer further assistance. All of which means less effort for the customer and faster time-to-resolution for you.

Deliver great support every time

Make it easier to offer a consistent level of service to customers. Instant Support works on Windows and Mac so you can offer a consistent experience for users, regardless of the desktop device they’re on.

Assist customers with a fully secure solution

Protect user trust with a solution that’s safe and secure. Secure by design, Instant Support features enterprise-grade security and administrator controls to help protect customer data as well as monitor performance and compliance across the helpdesk team.

Frequently asked questions

Didn’t find the answer you were after? Check out our Help Center for more FAQs, technical docs and how-to guides.

Since we charge by technician seats, rather than devices, you can connect to as many devices as you need. You can run concurrent sessions, but the number is capped by subscription level. View our subscription pricing page for more detail. 

VNC Connect comprises of Device Access and Instant Support. The former is available across Windows, macOS, Linux (Ubuntu, Red Hat and SUSE) and Raspberry Pi OS. However, Instant Support is only available on Windows and macOS devices. More detail on supported platforms is available here. 

If you need to change the number of licenses you have, you can do so in your RealVNC account. 

However, please contact Sales if you need to change your subscription (for example, from Professional to Enterprise). 

Wienerberger

"RealVNC® remote access software is proving extremely useful in allowing our small helpdesk team to support staff located at sites around the whole of Poland."

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Western Energy

"RealVNC® remote access software is so simple to use, easy to deploy and a lot less cumbersome than other solutions we tried. It’s bulletproof!"

Michael Rath, User Support Analyst

University of Miami

"RealVNC® remote access software has decreased the amount of downtime when our onboard systems do not perform properly, allowing us to increase the amount of time sampling."

Marc Peters, Technical Support

The Jalousie Plantation

"Without RealVNC® remote access software we wouldn’t be able to multi-task as much as we do today in IT."

Shearvon Devenish, Information Systems Manager

Telesat Canada

"RealVNC® remote access software is such a valuable tool to us. I cannot even remember how we got along without it years ago!"

Wayne Hobbs, Satellite Control Network Analyst

Telecom Cook Islands

"Our IT staff greatly value RealVNC® remote access software as it’s easy to setup and use, while allowing them to provide support to our staff regardless of their location."

Adam Tuatai, Systems Administrator

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