Effective Date: 5 November 2025
InclusiDesk T/A NeurodiverCity C.I.C. provides remote IT support services to improve response times and reduce the need for on-site visits. This Remote Support Policy outlines how we deliver these services while ensuring security, privacy, and consent are maintained.
Scope of Remote Support
Remote support may be used to troubleshoot and resolve issues related to hardware, software, networking, telephony, or system configuration. Services may include but are not limited to:
- Software installation and updates
- Troubleshooting device or application errors
- System performance optimisation
- Configuration of user settings and profiles
Consent and Authorisation
Remote access is only performed with explicit consent from the user, organisation, or system owner. Consent is provided either:
- In writing (e.g., email or support ticket)
- Verbally during a call with confirmation recorded
- Via acceptance of terms in our support portal before the session starts
Users may revoke consent or disconnect a remote session at any time.
Security and Privacy
To protect your systems and data, all remote support sessions are conducted through secure, encrypted channels. We use vetted and trusted tools (e.g., AnyDesk, TeamViewer, or integrated service desk software) that comply with industry best practices.
During sessions, our technicians will only access the systems and files necessary to resolve the issue. We do not access or modify personal data unless it is essential for support and only with proper authorisation.
Session Monitoring and Recording
We do not record remote support sessions unless explicitly agreed with the client beforehand. Logs of access and actions taken during sessions may be kept for audit, troubleshooting, and service improvement purposes.
User Responsibilities
To ensure effective support, users are expected to:
- Be available and responsive during the session
- Follow technician guidance
- Notify us immediately if they feel uncomfortable or detect suspicious activity
Limitations
Some issues may not be resolvable via remote support due to network restrictions, system access rights, or complexity. In such cases, we may recommend an on-site visit or escalation to third-party vendors.
Contact and Queries
If you have questions about our Remote Support Policy or require assistance, please contact our team:
Support Desk: hello@neurodiver.city
Telephone: 0330 043 7717