Secure, fast and reliable remote desktop software for MSPs

Frequently Asked Questions

• What is remote desktop software?

  Remote desktop software lets you securely connect to and control another computer over the internet so you can view the screen, use apps, and perform support/maintenance tasks remotely. It’s used for helpdesk assistance, troubleshooting, and administration across Windows, macOS, and Linux—typically with encryption and access controls.

• What remote desktop services can MSPs deliver with Acronis?

  • Unattended access for support/maintenance – Technicians can initiate sessions without end-user interaction (admin-initiated access) to managed endpoints across Windows, macOS, and Linux.
  •Troubleshooting & live assistance – Secure, high-performance sessions from the Acronis Cyber Protect Cloud console to diagnose and fix issues remotely.
  • Secure file transfer – Built-in file transfer between local and remote endpoints during a session.
  • Remote reboot/shutdown & other actions – Execute remote operations (including shutdowns and reboots) directly from the console.
  • Session history / reporting for compliance – Session recording and history provide an audit trail; the management portal also exposes widgets showing remote desktop and file-transfer sessions over time.

• What are the benefits of using remote desktop and assistance?

  Using remote desktop and assistance enables businesses to provide immediate help to clients without the delay of in-person visits, enhancing response times and client satisfaction. It allows IT specialists to manage and troubleshoot systems from anywhere, reducing travel costs and downtime.

• What are the advantages of using remote support?

  Remote support offers several advantages including increased flexibility, as support teams can address issues from any location. It also boosts efficiency by allowing for quicker response and resolution times, minimizing disruption to the client's operations. Additionally, remote support can scale as an organization grows, providing the ability to support more clients without a proportional increase in support staff.

• What features should I look for in remote desktop support software?

  When selecting remote desktop support software, key features to consider include multi-platform support to cover various operating systems, secure data transmission using end-to-end encryption, and the ability to perform a range of remote actions like file transfers, system reboots and session recording. User-friendly interface, quick connectivity and high performance even on slower networks are also crucial for ensuring efficient support.

• How does remote assistance improve productivity and efficiency?

  Remote assistance streamlines the troubleshooting process by allowing instant access to client systems, thereby drastically reducing resolution times. It enables multitasking among support personnel, who can handle multiple issues concurrently from a single location. This approach not only cuts down on travel time and related expenses but also allows for more flexible resource management, directly boosting productivity and operational efficiency.

• How secure is remote desktop software?

  Yes, remote access can be highly secure when implemented with the right protocols. Most remote desktop tools employ strong encryption standards, such as AES, to protect data transmissions. Additionally, features like two-factor authentication, granular access controls and comprehensive logging and session recording enhance security by ensuring only authorized users can access remote systems and providing a clear audit trail of all activities.

• Can MSP remote support be tailored to the specific needs of my organization?

  Absolutely. MSP remote support can be customized to fit the unique requirements of any organization. Solutions like Acronis RMM offer various modules and settings that can be adapted based on specific client environments and needs. Whether it's adjusting security settings, choosing different protocols or enabling specific remote actions, MSPs can configure their remote support tools to provide optimal service tailored to their clients.

• Does Acronis remote desktop and assistance support screen sharing?

  Yes, Acronis remote desktop and assistance include screen sharing capabilities. This feature allows support personnel to view and interact with the client's desktop in real-time, facilitating effective guidance and troubleshooting. Screen sharing is integral to providing thorough and efficient assistance, especially for complex issues or when guiding a user through a process directly on their system.