For a session that is happening now, call the service desk on +353 1 555 0121. For everything else, the answers below cover most cases.
Codes expire 24 hours after they are issued and stop working once used. Ask the person who sent it — the service desk or your own IT contact — for a new one. We do not reissue codes by email to the end user directly: the request has to come from the client contact on the ticket. If the portal page itself will not load, tell the service desk; it is usually a network filter at the client end.
Nothing permanent. When a session starts, a small connector is downloaded and runs only while the session is open. It is removed when you end the session and it does not start by itself afterwards. There is no background service, no scheduled task and no agent left running. If you prefer, the technician can talk you through the fix without any connection at all.
Not through this portal. Every session needs a code that you enter and a confirmation that you give. Unattended access exists only where a client organisation has agreed to it in writing for named devices, and your IT contact can turn it off without asking us.
A technician sees the screen you share for as long as you share it. Files are not indexed, searched or copied in the background, and a file leaves your computer only when you approve a transfer, which is then listed in the session record. Close your personal applications and password managers before a session starts, and pause sharing if something private comes up.
Press the end-session control in the session window, or close it. The connection drops immediately, the connector is removed and the technician cannot reconnect with the same code. If you are unsure whether the session is over, look for the sharing indicator: if it is gone, the session is closed.
The message comes from this domain, names the technician, and gives a code. Nobody from Ashford Technical Services will ever ask you for a password, a one-time code read aloud, bank details or payment, and we never ask you to install software from a link in an email. See email you may receive.
Yes. Your IT contact can request the record for a ticket; it lists the technician, the times, your confirmation and any file transferred. Records are kept for 12 months.
In Ireland, in AWS eu-west-1. Nothing from a session is copied outside the European Economic Area. Detail is on the security page.
Contracted clients can book out-of-hours windows through their IT contact. The booking names the technician and the window in advance, and the same consent steps apply — out-of-hours is not a reason to skip them.