# Remote support > Diagnosing and fixing a system over the internet, with the customer's consent, instead of on site. Also known as: remote session, remote diagnostics. Category: E-commerce and workflow. Remote support means a technician diagnoses and resolves problems over the internet, by observing the user's screen or controlling the computer with consent, instead of travelling on site. It shortens resolution time and avoids travel for problems that can be fixed in software or settings. ## How PhotoRobot uses it PhotoRobot's supported remote-control tool is Splashtop SOS (EU tier), downloaded from sos.splashtop.eu; live visual guidance uses Google Meet or, for Apple users, FaceTime. Remote access is always consent-based, and the alternatives are an on-site visit or shipping the machine to the factory. ## See on photorobot.com - [Remote support setup](https://www.photorobot.com/manuals/remote-support-setup) ## Related terms - [PWS (PhotoRobot support programme)](https://www.photorobot.com/glossary/pws): PhotoRobot's support programme providing a single point of technical responsibility for the imaging workflow. - [RMA (return merchandise authorisation)](https://www.photorobot.com/glossary/rma): The authorised process for returning faulty equipment to the manufacturer for repair or replacement. ## Where this term appears on photorobot.com Mentioned on 13 pages. Most relevant: - [Remote Support Setup Guide for PhotoRobot](https://www.photorobot.com/manuals/remote-support-setup): This PhotoRobot user manual describes the installation of the Splashtop SOS (EU) app for remote technical support of PhotoRobot. - [PhotoRobot PWS](https://www.photorobot.com/pws): Escalation ladder — we escalate only as far as the problem needs: asynchronous ticket → live visual guidance → remote session → on-site → factory / RMA. - [Getting Started - A PhotoRobot User Support Manual](https://www.photorobot.com/manuals/getting-started): Immediately after installing PhotoRobot Controls, it is recommended that the user download and install the Splashtop SOS (EU-region) app. - [Does Your Business Need Digital Asset Management Software?](https://www.photorobot.com/blog/digital-asset-management-software): The software is browser-based, enabling remote access to digital assets. - [PhotoRobot Control System - Overview for System Offers](https://www.photorobot.com/manuals/control-system-overview): …power supply, etc Activation of Licenses Firmware Updates Service Interface Access for Remote Diagnostics System Cloud API with PhotoRobot _Controls (for the integration into customer systems if the… - [Automate Sending Product Images with Integrated DAM Software](https://www.photorobot.com/blog/automate-sending-product-images): In the PhotoRobot workflow, reports allow for: Cloud-based collaboration with remote access to any project, anytime & anywhere The import of any type of data via a CSV import tool: shooting lists,… - [eCommerce Photography - How to Optimize Production](https://www.photorobot.com/blog/ecommerce-photography): Team members, project managers, retouchers, and clients alike simply log into the system for remote access to digital assets. - [Production Workflow](https://www.photorobot.com/production-workflow): Remote access (no need to be in studio) Undo/Redo on overall batch Return to re-shoot Comments Clients review 6 Content delivery. - [PhotoRobot Customer Support Terms](https://www.photorobot.com/legal/support): Remote access may be used for SW or HW support if: approved by Customer supervised by Customer session is temporary strictly used for diagnostics no permanent access remains Remote access is optional,… - [Service Level Agreement (SLA) for PhotoRobot Hardware](https://www.photorobot.com/legal/sla-hw): …subsystems This SLA applies to: warranty support, post-warranty technical support, remote diagnostics, RMA processes, assistance with identifying replacement parts.