How does pluscloud provide Remote Desktop Support?

In some scenarios, Remote Desktop Support is required to help you to resolve the issues you are experiencing or our team needs to further investigate or act from within your network. Examples are when special changes need to be made to Wildix Hardware, issues that you experience on only one account with Zendesk and Wildix, or Wildix Extensions that are not functioning properly.

Remote Desktop Support is provided via a secure connection using Splashtop SOS. In most scenarios, you receive a message from our agents with a direct download link. Unlike other Remote Desktop applications, you do not end up with an application that needs to be installed. Splashtop SOS is a one-time running application. In some other scenarios, for example when you experience issues on a mobile device, you need to download Splashtop SOS yourselves and provide our Support team with your 9 digit access number.

What do I need to do to give you access to my device?

• If our Support team provided you with a direct download link and you are working on Windows or macOS
  1. Download and open the application from the link our Support team provided. Depending on the operating system you are using, you need to follow the steps Splashtop SOS provides you with to give the application access to some features such as remote control and screen recording.
  2. Notify our Support team once you have the application running and it's waiting for a connection to be made.
  3. Our Support team can chat directly with you using Splashtop SOS. Please be advised the chat history will not be stored. In some cases, our team can decide to record your screen for troubleshooting purposes.
  4. Once the session is completed, you can close the application. You can remove the downloaded file. Uninstalling is not needed as no software is installed on your device.
• If you download Splashtop SOS directly because you are working from an iOS or Android device
  1. Download the application from the App Store for iOS or Google Play Store for Android and open the application from the link our Support team provided. Depending on the mobile device you are using, you need to follow the steps Splashtop SOS provides you with to give the application access to some features such as screen recording.
  2. Notify our Support team once you have the application running and provide them with the 9 digit access number.
  3. Our Support team can chat directly with you using Splashtop SOS. Please be advised the chat history will not be stored. In some cases, our team can decide to record your screen for troubleshooting purposes.
  4. Once the session is completed, you can close the application. You can uninstall Splashtop SOS from your mobile device or keep it for future use with our Support team.