What remote support is for
Interactive troubleshooting where the technician needs to see the issue, review settings or guide the user through a supported task.
Remote assistance
Remote support starts with an approved request.
Submit the issue first. If screen sharing or remote control is appropriate, the service team will confirm the session and provide the approved connection step. Never accept an unsolicited remote-support request.
Useful context
Know what to expect before a remote session.
Select the request type in the form below and describe the business impact. The service team can correct the route after review.
What happens first
The service team reviews the submitted issue and confirms whether a remote session is the appropriate and approved next step.
What to prepare
Keep the affected device available, save open work and close personal or confidential material that is not relevant to the issue.
How to stay safe
Only use a session method confirmed through the Aero Cloudworks support process. Never share passwords or one-time authentication codes.
Before you submit
Good support starts with observable facts.
01Describe the impact
Tell us whether one person, several people, a location or a business-critical service is affected.
02Name the affected thing
Include the user, device, application, account or location involved so the request has a clear starting point.
03Explain what changed
Note when the issue began, what you expected, what happened instead and any troubleshooting already attempted.
04Keep secrets out
Do not include passwords, one-time codes, payment information or unrelated confidential material.
Submit a support request
Give the service team a useful starting point.
Describe the impact, affected user or system and what changed. We will use that context to route the request.