Many issues can be handled remotely. If you can connect to the internet, then in most cases I can connect to your device. He customer pays a reduced hourly rate for remote assistance, and it allows me to resolve minor issues more quickly. I usually only provide this service to established customers. After all I tell my clients it's not a good idea to let some one access your device remotely if your not 100% certain they are a legitimate business.
All connection are made using Connectwise, an industry leader in safe and secure remote control software. Keeping you protected is my chief concern.